Mary Shouf
Whittier,CA
Summary
Knowledgeable and dedicated customer service professional with over 20 years of extensive experience in the Customer Service industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. 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 Representative
Price Self Storage
01.2020 - 07.2022
- Inbound call center assisting customers with their storage need inquiries. Assisting customers on determining size of storage unit that would work best for their needs.
- Set up reservations for prospects to come onsite to see reserved spaces to confirm it will work for them.
- Actively listened to customers, paying attention to special needs or wants. Handled concerns quickly and escalated major issues to supervisor.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled close to 100 calls daily, setting up and following up with customers to ensure successful results.
- Increased customer satisfaction providing answers to all inquiries from prospective clients.
- Followed up with customers about resolved issues to maintain high standards of customer service
- Enhanced productivity levels by anticipating needs and delivering outstanding support
Customer Service Representative Agent
Provide Commerce
10.2014 - 07.2017
- High volume inbound call center assisting customers with placing orders for 5 stores under one umbrella.
- Describe products to customers and accurately explained details and care for products
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Associate
Apple One
San Diego, CA
11.2012 - 04.2015
- Assigned to different clerical assignments in role as temp.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records. Performed miscellaneous office duties.
- Adapted to new applications and maintained knowledge of current technologies.
- Assigned to busy high volume inbound call centers
- Managed over 50 customer calls daily.
Customer Service Agent
VXI Global
02.2010 - 05.2012
- Managed over 60 calls daily in high volume of inbound call center.
- Assigned to Direct TV campaign
- Promoted with select group of representatives to support demanding Movers Connection department.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Increased sales by providing best customers service to customers on their Direct TV moves with tools provided.
- Increased sales by setting up connections to AT&T accounts
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Tracked customer service cases and updated service software with customer information.
Office Manager
Game Room City
06.2004 - 04.2008
- Managed customer, vendor accounts, and invoicing.
- Performed data entry, light bookkeeping and also administered office payroll.
- Managed and maintained computer and physical filing systems.
- Increased productivity by communicating constantly with vendors and contractors, ensuring smooth accurate installations and receiving our deliveries of products.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Recorded expenses and maintained accounting records.
- Trusted by my employer to handle discreet and confidential information.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
Education
High School Diploma -
Montebello High School
Montebello, CA06.1982
Skills
- Reading Comprehension, Grammar
- Office Equipment Proficiency
- Call Center Operations, Customer Service
- Warehousing Functions
- Proofreading, Clerical Support, 10-Key
- Computer Proficiency, Microsoft Excel
- Active Listening
- Account Management
- Merchandise Orders and Exchanges
- Typing Proficiency, Microsoft Word
- Calm and Professional Under Pressure
- Credit Card Payment Processing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Military
US Navy
1985-1993 Honorable Discharges
Timeline
Customer Service Representative
Price Self Storage
01.2020 - 07.2022
Customer Service Representative Agent
Provide Commerce
10.2014 - 07.2017
Customer Service Associate
Apple One
11.2012 - 04.2015
Customer Service Agent
VXI Global
02.2010 - 05.2012
Office Manager
Game Room City
06.2004 - 04.2008
High School Diploma -
Montebello High School
Quote
It is never too late to be what you might have been.
George Eliot
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