Mary Shaw
Grand Rapids ,MI
Summary
Adept at enhancing customer satisfaction and retention at Charter Communications, Spectrum, I leveraged complaint handling and office administration skills to resolve complex issues and secure business partnerships. Demonstrated expertise in tax compliance and retention marketing, significantly improving service delivery and operational efficiency.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Consultant/Administrative Assistant
Check Into Cash/ Instant Cash Advance
6373 S Division
01.2023 - 02.2025
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Maintained detailed records of customer interactions using CRM software, ensuring accurate data entry for future reference.
Tax Associate /Assistant Office Administrator
H and R Block
6137 S Division
01.2024 - 04.2024
- Maintained detailed records of client interactions and transactions, ensuring the highest level of accuracy and confidentiality.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Secured and properly handled confidential data to protect against unauthorized access, improper transmission, and unapproved disclosure.
- Researched and analyzed specialized tax laws, rules and regulations and analyze pertinent client, industry, and technical matters to remain current on tax legislation.
- Analyzed financial documents to accurately reflect client information on tax returns.
Retention Specialist
Charter Communications, Spectrum
3355 Walker NW
06.2015 - 05.2019
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Collaborated with sales and marketing teams to develop targeted campaigns for customer segments.
Education
Associate of Arts - Business Administration And Management/ Accounting
Davenport University
Grand Rapids, MI05-2021
Skills
- Complaint handling
- Office administration
- Tax compliance
- Scheduling appointments
- Proofreading
- Call center experience
- Retention marketing
- File organization
Timeline
Tax Associate /Assistant Office Administrator
H and R Block
01.2024 - 04.2024
Senior Customer Service Consultant/Administrative Assistant
Check Into Cash/ Instant Cash Advance
01.2023 - 02.2025
Retention Specialist
Charter Communications, Spectrum
06.2015 - 05.2019
Associate of Arts - Business Administration And Management/ Accounting
Davenport University