Open to opportunities

Shawanna Forrest

@shawannaforrest

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Dedicated customer service and sales professional with 10+ years experience.

United States

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What I'm looking for

I am looking for a role that values team collaboration and offers opportunities for growth.

I am a dedicated and results-driven Customer Service and Sales Professional with over 10 years of progressive experience in high-volume, fast-paced environments. My proven ability to lead teams, drive sales, streamline operations, and deliver exceptional customer experiences has been a cornerstone of my career. I excel at problem-solving, team development, and building strong client relationships, which has allowed me to consistently meet or exceed sales targets.

Throughout my career, I have honed my skills in CRM management, call center supervision, and conflict resolution. In my current role at 3 Men Movers, I build rapport with potential clients to assess their moving needs and recommend tailored service solutions. My experience as a Call Center Supervisor at ACS has equipped me with the ability to train and coach high-performing teams, ensuring timely responses to customer inquiries and maximizing satisfaction and retention.

Experience

Work history, roles, and key accomplishments

Current

Customer Service - Sales

Current

3 Men Movers

Feb 2023 - Present (2 years 5 months)

Built rapport with potential clients to assess moving needs and recommend tailored service solutions. Delivered outstanding customer service by addressing inquiries, resolving issues, and guiding customers through the booking process.

Customer Service Sales Consultative Selling Customer Relationship Management

Call Center Supervisor

ACS

Jan 2021 - Present (4 years 6 months)

Supervised and supported a high-performing call center team in a fast-paced environment. Provided comprehensive training and coaching to new and existing representatives, enhancing service quality and team efficiency.

Call Center Operations Team Leadership Staff Training Performance Metrics Conflict Resolution

Return Operations Supervisor

Enterprise Holdings

Jul 2019 - Present (6 years)

Oversaw daily vehicle return operations to ensure smooth, accurate processing and outstanding customer experiences. Led return agents in a fast-paced airport setting, ensuring safety, efficiency, and customer satisfaction.

Operations Management Workflow Optimization Customer Satisfaction Auditing Problem Solving

Return Operations Supervisor

Hertz

Dec 2010 - Present (14 years 7 months)

Directed a team handling customer vehicle returns, ensuring smooth, efficient, and positive final impressions. Resolved billing discrepancies and customer concerns with professionalism and urgency.

Team Leadership Customer Service Operations Management Performance Tracking

Education

Degrees, certifications, and relevant coursework

Rainier Beach High School

High School Diploma, General Studies

Grade: GPA: 3.9 – Honor Roll

Completed high school education, earning a High School Diploma. Achieved a GPA of 3.9 and was recognized on the Honor Roll upon graduation in June 2008.