Shana Acosta
Albuquerque,NM
Summary
7+ years of experience in customer service. Currently a reservist in the US Army as a laundry and shower specialist by providing support services to soldiers in remote locations while deployed.
Overview
6
6
years of professional experience
Work History
Area Manager of Operations
Amazon
Albuquerque, New Mexico
08.2024 - Current
- Monitored performance metrics such as production rate, inventory control, quality assurance and cost reduction.
- Provided leadership and guidance to staff members in order to ensure the efficient operation of all departments.
- Ensured that safety standards were met while maintaining a safe work environment for all employees.
- Collaborated with other managers to develop plans for new initiatives and projects.
Platoon Sergeant
US Army Reserves
Albuquerque, New Mexico
04.2019 - Current
- Organized, supervised and coordinated platoon training activities.
- Conducted performance counseling of subordinates in the platoon.
- Maintained unit discipline by enforcing standards of conduct and military regulations.
- Secret security clearance that expires October 2029
Assistant Manager
Greystar Property Management
Albuquerque, NM
05.2023 - 07.2024
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Handled resident complaints and expedited maintenance requests.
- Completed lease applications and verifications, notifying prospects of results.
Customer Service Specialist
LSI Lending Solutions
Albuquerque, NM
03.2022 - 08.2022
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Customer Experience Professional
Lowe's
Albuquerque, NM
08.2021 - 01.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Troubleshot shortages and overages to support quality control efforts.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
Pharmacy Tech Representative
Faneuil
08.2020 - 01.2021
- Resolving insurance claims varying from car accidents to strictly glass replacement
- Set up appointments including mobile service to repair customer’s car cosmetic deficiencies, Send out prescription medications to members via mail order pharmacy
- Send in request for new prescriptions to member’s medical provider
Customer Service Representative
Safelite Call
09.2019 - 01.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Verified details with policyholders and requested additional information.
- Checked computations of interest accrued, premiums due and settlement surrender on loan values.
Education
Bachelor of Arts - Psychology, Communications
University of New Mexico
Albuquerque, NM05.2024
Skills
- Coordinating training
- Managing safety gear
- Conducting risk assessments
- Credit card payment processing
- Shipping and receiving understanding
- Problem-solving abilities
- Project management abilities
- Staffing oversight
- Warehouse management
Timeline
Area Manager of Operations
Amazon
08.2024 - Current
Assistant Manager
Greystar Property Management
05.2023 - 07.2024
Customer Service Specialist
LSI Lending Solutions
03.2022 - 08.2022
Customer Experience Professional
Lowe's
08.2021 - 01.2022
Pharmacy Tech Representative
Faneuil
08.2020 - 01.2021
Customer Service Representative
Safelite Call
09.2019 - 01.2020
Platoon Sergeant
US Army Reserves
04.2019 - Current
Bachelor of Arts - Psychology, Communications
University of New Mexico
Similar Profiles
Melissa Gaelle AudibertMelissa Gaelle Audibert
Warehouse Associate at AmazonWarehouse Associate at Amazon
Veronica MahilumVeronica Mahilum
Warehouse Associate Team at AmazonWarehouse Associate Team at Amazon
Santiago EspinozaSantiago Espinoza
Warehouse Worker at AmazonWarehouse Worker at Amazon
Sultan shah AliSultan shah Ali
Delivery driver at AmazonDelivery driver at Amazon
Erik SkipperErik Skipper
Kitchen Lead at Andrews Candie CoKitchen Lead at Andrews Candie Co