Mary Shields
Bedford,VA
Summary
Accomplished Senior Customer Service Representative and former Police Officer with a proven track record in relationship building and problem resolution. Excelled at SHENTEL by exceeding performance targets and sales, showcasing a strong work ethic and interpersonal skills. Skilled in CRM and adept at fostering long-term customer relationships, significantly enhancing customer satisfaction and repeat business while minimizing lost business to achieve profitable sales growth.
Overview
28
28
years of professional experience
Work History
Senior Customer Service Representative
SHENTEL
11.2021 - Current
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to close sales.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Customer Service Representative for the last three years.
- Recognized in Greater Heights Recognition Program on several occasions.
- Reduced call wait times by implementing effective time management techniques within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Police Officer
City of Portsmouth
11.1996 - 11.2021
- Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
- Hostage Negotiator-Effectively diffused potentially dangerous situations through verbal negotiation techniques before escalating force was necessary.
- General Instructor with DCJS- instructed new recruits at the Police Academy in Hampton Roads.
- Built excellent rapport and working relationship with community to build trust and improve upon communication.
- Utilized clear communication and interpersonal skills to build relationships with businesses and citizens.
- Reduced criminal activity in assigned areas through proactive policing and community engagement.
- Investigated and reported crimes, accidents, offenses, and damage to property.
Education
Mathematics Education
Norfolk State University
Norfolk, VAComputer Science
Old Dominion University
Norfolk, VABusiness Administration
Alamance Community College
Graham, NCSkills
- Account Management
- Sales
- Customer Relations
- Interpersonal Skills
- Problem Resolution
- Teamwork and Collaboration
- Relationship Building
- Time Management
- CRM
- MS Office
- Strong Work Ethic
Accomplishments
- Greater Heights Recognition Program (SHENTEL)
- Police Officer of the Year
- Police Officer of the Month
- Police Officer of the Quarter
Timeline
Senior Customer Service Representative
SHENTEL
11.2021 - Current
Police Officer
City of Portsmouth
11.1996 - 11.2021
Mathematics Education
Norfolk State University
Computer Science
Old Dominion University
Business Administration
Alamance Community College
Similar Profiles
Denise LockeDenise Locke
Customer Service Representative at ShentelCustomer Service Representative at Shentel
Reece AlleyReece Alley
Outside Technician at Glo Fiber (Shentel)Outside Technician at Glo Fiber (Shentel)
Elizabeth TateElizabeth Tate
Project Manager at Shentel GloFiberProject Manager at Shentel GloFiber