Joan Melody Stanley
Dalton,GA
Overview
21
21
years of professional experience
Work History
Consumer Concierge Technical Specialists
Shaw Industries
12.2018 - Current
- Be an advocate for the Consumer Concierge program and 'sell' the service to ensure the transition to the Concierge agent is perceived as the upgraded service it provides.
- Collaborated effectively to develop strong relationships with customers and co-workers.
- Inspire confidence in others, and make people feel at ease.
- Have an understanding and support for social media impact on business and recognize red flags during conversation with dissatisfied consumers to escalate to Consumer Concierge agents quickly.
- Provided tailored feedback to consumers and retail representatives based on their needs and lifestyles.
- Help consumers evaluate colors for coordinating paint, rooms, and accessories.
- Recommend alternative products when backorders occur, in addition to complimentary samples.
- Teach customers how to use many of our websites, Floorvana etc.
- Cover installation and warranty information with dealers, consumers and installers so that there is a clear understanding of the guidelines that must be met.
- Built brand loyalty for Shaw's products through positive interactions with dealers and consumers.
- Attend and provide feedback to marketing on new products.
- Participated in training classes for both soft and hard surface products.
- Consistently seek new product knowledge to act as an expert for the consumers, dealers and reps.
- Develop customer-specific content for distribution among customers (i.e.: test reports, selling sheets, care, warranty, installation).
- Run reports for queries and top-selling colors work with google spreadsheets daily to access information.
- Manage work daily, apply work standards with each interaction and initiate action when needed.
- Handled the responsibilities of a Business Services Technical Specialist.
Information Center/Customer Service Plt 72 & 71-Remote
Shaw Industries
11.2005 - Current
- Answered inquiries on technical information regarding specs, testing, and care for carpet, tile & stone, laminate, and resilient flooring products through phone and website channels.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Display a true service mentality for customer satisfaction and a positive attitude with each interaction.
- Exhibited patience and commitment to service while effectively solving customer issues.
- React and problem solve when issues arise and maintain a positive and helpful approach to each situation. Generate and evaluate all options.
- Addressed customer concerns and prioritized multiple tasks in a fast-paced environment.
- Resolved issues with computer equipment setup and navigation in user environments.
- Conversational approach with each dealer, sales rep or consumer's interactions.
- Aware of legal or regulatory guidelines, and use judgment in all communication.
Education
General Education Dep.
Skills
- Live Support
- Product Knowledge
- Customer Experience
- Technical Services
- Project Coordination
- Task Management
- Process Improvement
- SFDC
- ShawSource/ShowPad
- Shawnowcom
- G Suite
- Spreadsheet software
- Financial Services
Projects
- Greenbelt project, 2009
- Customer Service Safety Committee, 2009/10
- PX project, 2017
- MIC Testing 2026
Personal Information
Employee ID: 0013056539
Timeline
Consumer Concierge Technical Specialists
Shaw Industries
12.2018 - Current
Information Center/Customer Service Plt 72 & 71-Remote
Shaw Industries
11.2005 - Current
General Education Dep.