Kellie Shamp
Gladstone,Missouri
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Adept at driving customer satisfaction, using critical thinking to streamline processes and effectively managing escalations.
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
22
22
years of professional experience
Work History
Customer Service Account Specialist
Premium Waters Inc.
Riverside, MO
05.2019 - Current
- Improved customer satisfaction by efficiently addressing and resolving account issues.
- Streamlined communication processes for faster response times and increased productivity.
- Mitigated risk by adhering to industry regulations, company policies, and data privacy standards when managing customer accounts.
- Contributed to a positive work environment by consistently demonstrating professionalism, empathy, and active listening skills when interacting with clients and colleagues alike.
- Assisted customers with account setup, guiding them through the process and ensuring all necessary information was accurately gathered.
- Strengthened relationships with key accounts through consistent follow-ups and updates on ongoing issues or initiatives.
- Acted as a liaison between customers and other departments, ensuring timely communication and resolution of complex issues.
- Conducted regular account reviews, identifying potential problems and proactively addressing them to prevent escalation.
- Managed high volume of inbound calls, maintaining a professional demeanor and ensuring timely resolution of concerns.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Title Recorder
Lender Live Title Co.
Kansas City, MO
06.2018 - 04.2019
- Streamlined workflow processes by working collaboratively with colleagues, resulting in increased efficiency and productivity.
- Collaborated with various departments to maintain accurate inventory lists of archived materials, promoting efficient resource allocation within the organization.
- Managed confidential information with utmost discretion, ensuring privacy and maintaining trust between stakeholders involved in sensitive matters.
- Enhanced accuracy in record-keeping by diligently reviewing and verifying all incoming documents before storage.
- Safeguarded vital documents from potential damage through proper handling techniques and adherence to environmental control protocols within storage facilities.
- Decreased processing time for record requests by establishing clear guidelines and communication channels among staff members.
- Assisted with large-scale digitization projects, converting paper records to electronic format for improved accessibility and preservation efforts.
- Played an instrumental role in preparing for external audits by ensuring completeness and accuracy of all necessary documentation upon request from auditors or regulatory agencies.
- Performed routine data entry or document management.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards.
Retail Sales Associate
JC Penney Stores
Liberty, MO
03.2016 - 06.2018
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor and reporting suspicious activities as required.
- Supported store leadership in implementing new merchandising strategies to improve product positioning.
- Implemented feedback from customer surveys to enhance shopping experience.
- Enhanced store appearance and shopping experience with meticulous shelf organization and cleanliness.
- Handled customer complaints with empathy and patience, resolving issues to maintain positive store reputation.
Customer Service Representative
Ruskins Manufracturing
Grandview, MO
09.2002 - 03.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
Winnetonka High School
Kansas City, MO06.1992
Skills
- Customer Focus
- Problem-solving abilities
- Critical Thinking
- Problem Resolution
- Microsoft Excel
- Data Entry
- Client Relations
- Scheduling
- Data Collection
- Prioritization
- Customer Relationship Management (CRM)
Timeline
Customer Service Account Specialist
Premium Waters Inc.
05.2019 - Current
Title Recorder
Lender Live Title Co.
06.2018 - 04.2019
Retail Sales Associate
JC Penney Stores
03.2016 - 06.2018
Customer Service Representative
Ruskins Manufracturing
09.2002 - 03.2017
High School Diploma -
Winnetonka High School