Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Shannon Brown

Coral Springs,FL

Summary

Dynamic professional with experience in customer service and team leadership. Skilled in coaching and developing team members, contributing to improved performance and employee engagement. Ready to leverage expertise to drive team success and enhance customer experiences.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Teleperformance
Boca Raton, FL
07.2019 - Current
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • 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.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Team Lead

Global Response
Margate, FL
05.2015 - 06.2019
  • Monitored team performance metrics and provided feedback for continuous improvement.
  • Developed training materials to support ongoing employee development initiatives.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Coached team members in techniques necessary to complete job tasks.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

Education

Associate of Science - Physical Therapist Asisstance

Broward College
Fort Lauderdale, FL
05-2023

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Problem resolution
  • Call center experience
  • Team development
  • Microsoft PowerPoint
  • Administrative support
  • Team coaching
  • Performance evaluations
  • Customer service analysis
  • Tech support

Accomplishments

  • Supervised team of 35 staff members.
  • Recognized for Best Team Lead in 2017

Timeline

Customer Service Representative

Teleperformance
07.2019 - Current

Team Lead

Global Response
05.2015 - 06.2019

Associate of Science - Physical Therapist Asisstance

Broward College