1. KISHIA M SHOOKS
1515 Wembley Dr • Douglasville, Georgia 30134 • shooksk@bellsouth.net • 770.597.5851
QUALIFICATIONS SUMMARY
Highly personable Customer Service Professional with over ten years of experience in account
management, claims and sales processing, internal and external customer relations, as well as
event planning within the retail and entertainment industries.
♦ Talent for identifying customer needs and presenting appropriate company product and
service offerings.
♦ Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to
increased repeat business.
♦ Track record of assisting in planning and implementation of events that produce positive
outcomes and encourage repeat business.
♦ Expertise in resolving escalated customer service issues.
♦ Secured steady increase of customer experience survey results for delivery of exceptional
customer service.
PROFESSIONAL EXPERIENCE
Gap Inc – Atlanta, Georgia 1999 to Present
Customer Experience Manager (2002 to Present)
Serve as Customer Experience Manager for several high volume stores in the Atlanta area
Collaborate with General Manager to create strategic plans to enhance customer and employee
satisfaction. Provide employees with tools to maintain and increase service levels to both internal
and external customers. Work closely with Customer Experience Expert and Brand Experience
Manager to promote sales contests, REAL selling techniques, and brand initiatives. Develop and
train CEE on proper procedures and hire, train, and develop all staff of REAL selling procedures.
• Instrumental in improving customer experience survey results 5 points during the 1 st quarter
which landed the store within the top 5 of the entire region by increasing accountability of
strive for 10 service goal.
• Contributed to development of Customer Experience Expert (as well as other expert leaders)
by educating in best practices of LOD techniques as well as proper implementation of new
employee orientation and on-boarding.
• Collaborate with in-store business partners to hire, train, and develop staff for customer or
brand departments to increase employee knowledge of products and proper service level.
• Enhanced employee performance and attendance through daily mentoring, one-on-one
discussions and motivational strategies.
• Received outstanding positive comments from team members on employee reviews, as well
as exceptional feedback from senior management which resulted in escalation of titles in
many high volume locations.
…Continued…
2. KISHIA M SHOOKS
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Professional Experience Continued
Trinity Productions – Atlanta, Georgia 2006 to Present
Associate Director
Assist Director in providing consulting, event planning, and public relations services to a discerning
clientele. The firm’s specialty beyond exceptional customer service is special events.
Deliver optimal results by completely customizing each service and strategy for each client to give a
one-stop shop approach. Leverage the most substantial return on investment for increased revenue
generation, expanded clientele, brand development, and other key areas.
• Organize and manage volunteers for multiple events while educating on exact expectations
and job roles resulting in successfully executing every detail of event.
• Aided in utilizing all resources available to successfully execute several destination events,
which yielded in complete trust and repeat business from specific clientele.
• Partner with Director in business planning and consulting by aiding in evaluation process of
caliber of businesses attracted to compare to company scope.
D.TERRELL LTD – Atlanta, Georgia 2000 to 2003
Sales Liaison/Account Executive
Served as Sales Liaison and Account Executive for a women’s apparel and accessory company.
Clothing and accessories were sold through home trunk shows domestically and shipped from the
Atlanta warehouse.
Interfaced with customers and sales representatives to identify needs, field questions, and facilitate
trunk show sales. Provided show and venue information, completed sales transactions, and resolved
issues as needed. Ensured collateral for all new shows were in order and shipped out in a timely
manner so that new sales representatives were equipped and ready for a successful show.
Coached and mentored all interns in customer-service processes and company policies.
• Serviced the highest-yielding show accounts by ensuring product availability and resolving
issues as needed, which increased sales to over $500,000.
• Played key role in consistently keeping return percentage at or below 1%, which was
company high by encouraging exchanges.
• Communicated consistently with six Regional Managers of company policy and product
changes to ensure each manager was equipped with all collateral and product knowledge.
• Coordinated twice a year training sessions for all new and existing sales representatives of
product, policy and selling techniques for a successful sales season.
• Aided owner and purchaser in choosing fashion line for each upcoming season and styling
photo shoots.
EDUCATION AND TRAINING
Bachelor of Science in Fashion Merchandising • UNIVERSITY OF GEORGIA – Athens, Georgia
