Shaylene M.

Experience

• 

  Sunglass Hut - Macys

  Nov 2014 - Jan 2015

  Sales Cashier (Seasonal)

  -Helped over 15+ customers per day including suggesting styles, wrapping merchandise, and completing point of sales transactions. -Responsible for store management including calculating total payments received during a time period, and reconciling this with total sales.

• 

  Sweetgreen

  Dec 2015 - Jan 2017

  -Oversaw a team of 12 staff members responsible for completing 75 orders every 15 minutes-Trusted to handle sensitive documents and verified new employees through E-Verify system-Resolved difficult customer complaints with the customer experience and customer loyalty in mind - Served 50+ customers daily and performed various activities from cashier to support the line.

  • Online Ordering Operations Lead/People Specialist

    May 2016 - Jan 2017

  • Team Member

    Dec 2015 - May 2016
• 

  Five Below

  Apr 2017 - Sept 2017

  Cashier

  -Provided an exceptional experience by maintaining clean and orderly checkout areas as well as helping customers purchasing merchandise. -Sorted merchandise for each department and ensured store displays were orderly and attractive.

• 

  Target

  Jun 2017 - Dec 2019

  Guest Service Advocate

  -Provided exceptional customer service at point of sale to over 40+ customers per day-Displayed empathy and understanding when dealing with difficult customers who were returning defective items-Translated (Spanish/English) for customers and fellow coworkers to help solve problems-Lead associate responsible for handling returns process and trusted due to high attention to detail

• 

  Charter Communications

  Jan 2020 - Apr 2020

  Video Repair Specialist (Seasonal)

  - Worked in a call center and helped 40+ customers per day on the phone. Helped troubleshoot technical issues with their networks and cable. - Provided a great customer experience by demonstrating empathy and working to engage and educate customers

• 

  KindWork

  Aug 2020 - Oct 2020

  Customer Experience Fellowship

  -Student in KindWork’s Customer Experience and Support Bootcamp. A 6-week intensive course covering both professional and technical skills.-Technical skills learned: Zendesk, Intercom, Slack, macOS, Google Suite Certification including Docs, Sheets, and Slides -Strengthened key professional skills including giving and receiving feedback, handling challenging customers, effective workplace communication for in-person and remote work

• 

  Stealth Mode Startup Company

  Oct 2020 - Apr 2022

  Onboarding Specialist

  -Responsible for onboarding and launching 40+ storefronts weekly. Onboarding operators and launching storefronts includes: - Hosting kick-off calls for all new customers to educate them on the onboarding process, best practices for digital menus, and educating them on the company's product - Working with the company's internal tools to integrate customer’s external accounts with our product - Liaising with internal teams (business development, operations, engineering) and business partners (delivery platforms) to solve problems and issues for operators during onboarding - Leading weekly syncs with operations managers regarding the status of all onboarding customers- Training/Leading shadowing sessions for new team members- Track projects using Salesforce and Jira as well as escalating internal bugs via Jira and Phabricator Show less

• 

  KindWork

  Apr 2022 - now

  -Oversaw and executed program logistics and operations including data collection andmanagement, distribution, and upkeep of technology, and scheduling and coordination ofprogramming- Conducted intake interviews for all program participants and ensured that supportiveresources (e.g., cash assistance) are distributed in a timely manner- Tracked graduate information including their progress and retention in the workforce andlogged data in performance management software- Provided support to instructors and facilitators during training. This includedcoordinating classroom activities and some ad hoc facilitation. - Worked with the career services team on graduate support throughout training, job search,and post-placement. - Collected required documents from graduated students for contracts Show less

  • Program Manager

    Dec 2023 - now

  • Program Coordinator

    Apr 2022 - Dec 2023