Shannon Burden

Call Center

• Developed quality employees within call center to take over leadership positions
• Oversee daily operations of inbound Call Center of staff 25 employees (in-house and remote)
• Created clear and effective policies for all aspects of employee work and interaction with customers.
• Collected and analyzed call center statistics, sales rates, and customer service metrics.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Respond to escalated complaints and inquiries
• Managed scheduling for agents to foster increased productivity.

Assistant - Customer Records Management

• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Provided technical support for troubleshooting analytics and reporting issues.
• Identified patterns and trends in large data sets and provided actionable insights.
• Collaborated with stakeholders to identify business needs and data sources.
• Maintained and executed bank-wide incentive payout ($1M Annually)

Call Center

• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Processed customer service orders promptly to increase customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Implemented department policies and procedures for professional, cohesive customer care.
• Supervised 10 Financial Service Providers in providing excellent customer service to callers requiring assistance for banking questions and concerns.
• Onboarded and trained customer representatives to meet performance and service goals.
• Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
• Monitored customer service calls to verify representatives' adherence to service standards and best practices.

Customer Records Management Support -

• Contributed to development, administration and testing of disaster recovery plans.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Demonstrated products to show internal users the benefits and advantages
• Aligned company goals with outcomes to increase satisfaction

• Answered calls for various companies as an On call, overflow operator or After-Hours Support
• Maintained professional, friendly demeanor with customers at all times
• Collected and verified telephone numbers, addresses, and proper spelling of names.
• Connected callers with appropriate professional, department, or business.

• Maintained professional, friendly demeanor with customers at all times
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.