Corene Doster-Shanley
Roanoke,VA
Summary
Experienced Customer Service and Sales Representative with over 20 years of Sales and customer service. Excellent reputation for resolving problems and improving customer satisfaction and achieving goals and adhering to laws and regulations.
Overview
12
12
years of professional experience
Work History
Fraud and Claims Senior Operations Representative
Wells Fargo
Roanoke, VA
10.2020 - Current
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Taking inbound calls from customers when they have been alerted potential Online Fraud with there account.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Provided exemplary level of customer service to clients and company personnel.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Meet expectations with in all aspects of the calls and abiding to guidelines and regulations.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Personal Shopper
Instacart
03.2020 - Current
- Instacart is a online application for customer's to order there groceries.
- The orders come up on the Instacart application I can choose to take the batch or wait for the next batch i would like to take.
- Once I have accepted an order I go to that store and shop for their items. When I have gotten all the items I deliver them right to there door.
- Communication is the key to success in making sure the customer is happy.
- Have to work quickly and efficiently we are timed in the store, but with the pandemic I thrive on delivering excellent customer service as my number one priority!
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Used mobile application to complete orders, request permission for substitutions and communicate in real-time with online order customers.
- Reviews orders prior to pick up for accuracy and purchase-by dates.
- Tracked substitutions and informed customers of changes.
- Tendered customer orders at point-of-sale using payment information provided and activated any customer rewards accounts for best price availability.
- Loaded and unloaded orders at customer's homes or locations.
- Consulted with customers on food selections and custom order requests.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify any changes.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Noted customer special requests, preferences and favorite products in CRM to enhance service and build brand loyalty.
Account Manager
Midland Credit Management/Atlantic Credit& Finance
05.2012 - 05.2019
- My experience working as a Debt Collector for over 7 years is Sales, Customer Service, working with a computer/telephone equipment, and basic math.
- The main focal point of this job is Sales.
- Having the ability to communicate with people over the phone with multiple applications on a computer and working with a business phone.
- Having Customer Service skills and being able to do the math while multi-tasking on the phone.
- There are many compliances that also have to be followed that I followed at 100%.
- There are a lot of functions and abilities I have learned throughout my Career with Midland.
- I have also received a couple awards, one being top in hitting goal in a year.
- Also, being top in getting the information from the consumer that we need to protect their payment arrangements.
- I also worked independently on a special project for 6 months almost making it to Management.
- Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and employee payment terms.
- Reinvented team interaction with prospective clients by developing innovative and creative sales pitch implemented into sales team strategy.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Designed strategic plan for component development practices to support future projects.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
Education
High School Diploma -
Patrick Henry High School
Roanoke, VA06.2000
Criminal Justice
Virginia Western Community College
Roanoke, VASkills
- Call Center
- Customer Service
- Multi-tasking
- Sales
- Microsoft Office 2000
- Achieving and Setting Goals
References
Ashley Peters
Friend Past Co-worker
540-309-4843
Erin Murphy
Friend
540-761-5011
Sonya Lytle
Friend Past Co-Worker
(540) 595-1883
Timeline
Fraud and Claims Senior Operations Representative
Wells Fargo
10.2020 - Current
Personal Shopper
Instacart
03.2020 - Current
Account Manager
Midland Credit Management/Atlantic Credit& Finance
05.2012 - 05.2019
High School Diploma -
Patrick Henry High School
Criminal Justice
Virginia Western Community College