Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Carrie Shook

Grantville,GA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the Aerospace industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

PPG Aerospace
08.2018 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

OPERATIONS MANAGER

Tru-Check Metering Solutions
08.2016 - 08.2018
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.

Education

Associates Degree in Business - Business Administration

Portland Community College
Portland, OR

Skills

    Customer Service

    Problem-solving abilities

    Active Listening

    Critical Thinking

    Customer Relations

    Problem Resolution

    Computer Proficiency

    Conflict Resolution

    Complaint Handling

    Microsoft Excel

    Complaint resolution

    Payment Processing

    Professional telephone demeanor

    Microsoft Outlook

    Follow-up skills

    Product Knowledge

    Paperwork Processing

    Order Processing

    Administrative Support

    Microsoft PowerPoint

    Filing

Timeline

Customer Service Representative

PPG Aerospace
08.2018 - Current

OPERATIONS MANAGER

Tru-Check Metering Solutions
08.2016 - 08.2018

Associates Degree in Business - Business Administration

Portland Community College

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Carrie Shook