Danise Shaffer
Customer Relationship Specialist
Alliance,OH
Summary
With a proven track record at Yokohama-TWS, I have excelled in CRM, M3 and Microsoft systems, boosting customer satisfaction and fostering strong relationships. Skilled in de-escalating conflicts and maximizing sales, this approach has consistently enhanced client relations and project outcomes. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Overview
2025
2025
years of professional experience
Work History
Customer Support Specialist
Martin Wheel Company/Kenda Tire
Tallmadge, Ohio
06.2024 - Current
- Provided timely assistance to customers via phone and email, while ensuring a high level of professionalism at all times.
- Managed inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM, Order/PO systems (D365, Sage, SPS Commerce and Teams) effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business, new business, and positive feedback.
Customer Service Specialist
Yokohama-TWS
Akron, OH
6 2021 - 2 2024
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances, and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining a calm and friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Outside Sales Coordinator
Carter Lumber/Holmes Lumber
Canton, OH
06.2007 - 04.2020
- Developed strong customer relationships to encourage repeat business
- Used proven techniques to de-escalate angry customers during telephone interactions
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Answered inbound calls, chats and emails to facilitate customer service
- Trained new hires on products and services, best practices and protocols to reduce process gaps
- Downloaded & printed blue prints from various programs for customers
- Entered orders for delivery to job sites from rough lumber to finish trim
- Met with contractors and homeowners to review products, orders & deliveries
- Communicated with customers & vendors via email, phone and text messages
- Maintained updated all pricing and trim profile books for salesman via print, email or spreadsheets
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Communicated with clients, delivering timely and relevant status updates
P&C Agent/CSR
Aviation Insurance Managers
Uniontown, OH
05.1998 - 04.2007
- Communicated with overseas insurance underwriters for specialty coverage
- Communicated with the FAA, Mexican & Canadian governments for coverage needed to fly in and out of countries
- Added endorsements to polices for special needs of aviation clients
- Issued certificates of insurance for coverage needed to fly into Canada & Mexico, along with proof of coverage for various reasons
- Inbound/outbound call management
- Project organization
- Microsoft proficiency
- Standard office equipment operation
- Building trust & rapport with customers and coworkers
- Excel
- Ability to deescalate unhappy customers
- Skills in different types of POS systems
- Excell in managing emails, calls, texts and chat
Education
High School Diploma -
Cuyahoga Falls High School
Cuyahoga Falls, OHSkills
Sales follow-up
Inbound phone call management
Syteline
M3 systems
PC proficiency
Email proficiency
Strong in Excel
Complaint resolution
Customer Relationship Management (CRM)
Sage
Dynamics 365
SPS Commerce
Microsoft Teams
References
References available upon request
Timeline
Customer Support Specialist
Martin Wheel Company/Kenda Tire
06.2024 - Current
Outside Sales Coordinator
Carter Lumber/Holmes Lumber
06.2007 - 04.2020
P&C Agent/CSR
Aviation Insurance Managers
05.1998 - 04.2007
Customer Service Specialist
Yokohama-TWS
6 2021 - 2 2024
High School Diploma -
Cuyahoga Falls High School
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