AUBREY SHULTZ
Forest Hill,US
Summary
Experienced product/customer support professional skilled in active listening, critical thinking, and call handling.d in active listening, critical thinking, and call handling. Proven ability to manage multiple tasks under pressure while maintaining attention to detail and ensuring data privacy. Eager to leverage teamwork and collaboration skills to enhance customer satisfaction in a new Product/Customer Support role. Flexible and focused team player with expertise in onboarding configurations. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
Customer/App Support/Onboarding Specialist
VitusVet
Forest Hill, Maryland
02.2019 - Current
- Contributed ideas for process improvements that increased the efficiency of operations.
- Triaged tickets to appropriate departments based on urgency.
- Managed multiple incoming calls in a timely manner while remaining composed under pressure.
- Compiled detailed reports documenting each conversation conducted with clients for review by supervisors.
- Maintained a professional demeanor while responding quickly and calmly in urgent situations.
- Tracked client data using computer systems for accurate record keeping.
- Utilized critical thinking skills to assess clients' needs and determine appropriate next steps.
- Reassured clients by actively listening, validating feelings, and offering support.
- Encouraged clients to explore potential solutions that could help them resolve their issues.
- Managed intake of tickets and escalated technical issues to engineering team through Jira
- Set up configurations for practice
- Answered questions about products and offered recommendations
- Updated settings
Customer/App Support
Order Up
Belair, MD
04.2008 - 01.2019
- Tracked caller data using computer systems for accurate record keeping.
- Utilized critical thinking skills to assess caller's needs and determine appropriate next steps.
- Compiled detailed reports documenting each conversation conducted with clients for review by supervisors.
- Maintained a professional demeanor while responding quickly and calmly in timely manner.
- Reassured callers by actively listening, validating feelings, and offering solution.
Education
Hardin-Simmons University
Abilene, TX, USTowson University
Towson, MD, USSkills
- Active learning
- Multicultural sensitivity
- Verbal communication
- Data privacy
- Call handling
- Teamwork and collaboration
- Attention to detail
- Time management
- Multitasking Abilities
- Slack communication
- Zendesk experience
- Call center experience
- Hubspot
- Sendgrid
- Instore
- Onboarding
- Configurations
- Updated Settings
References
- Rachel Ray, Supervisor, (703) 303-0064, rachel.ray15@gmail.com
- Rachel Fisher, Supervisor, (443) 510-5729, rfisher@vitusvet.com
- Jason Kwicien, CEO, (814) 574-9540, jkwicien@vitusvet.com
Timeline
Customer/App Support/Onboarding Specialist
VitusVet
02.2019 - Current
Customer/App Support
Order Up
04.2008 - 01.2019
Hardin-Simmons University
Towson University
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