Shana Carpenter
Bridgeport
Summary
Results-driven customer service professional skilled in resolving complex issues and enhancing employee engagement through DE&I initiatives. Proven track record in training and developing team members while fostering a collaborative work environment. Eager to leverage expertise in a dynamic, growth-oriented team.
Overview
20
20
years of professional experience
Work History
Customer Service Associate
FirstEnergy
Fairmont
04.2016 - 03.2026
- Specialized as Resolution Specialist in de-escalating customer issues and complaints, improving customer satisfaction.
- Managed opening and closing of customer accounts across Pennsylvania, West Virginia, Ohio, Maryland, and New Jersey, ensuring compliance with state regulations.
- Instructed call agents on procedures for managing general outage calls and 911 situations
- Trained in Credit and Billing call types for PA
- Participated in the DE&I Implementation Team and the sub team dedicated to enhancing employee well-being.
- Directed marketing and retention strategies for Helping Women Grow Chapter in Fairmont, enhancing community engagement and support.
Sales Associate
Local by Choice
Fairmont
03.2015 - 03.2016
- Expanded network of prospective customers to increase sales opportunities
- Cold calls and follow-up calls with new clients
- Conducted follow-up calls and managed renewals with current customers to enhance client retention
- Managed client transactions to ensure accurate processing and timely delivery
Automotive Sales Recruiter
Automotive Staffing Solutions
Raleigh
06.2013 - 02.2015
- Managed dealership needs and facilitated candidate placements.
- Conducted follow-up calls with dealerships and candidates to ensure satisfaction.
- Supported candidates and new hires by facilitating their progression through the hiring process.
- Developed client network to enhance business opportunities.
Sales Associate
Urse Honda
Bridgeport
08.2009 - 05.2013
- Developed networking strategies that expanded client base
- Coordinated client transactions, ensuring smooth operations
- Conducted follow-up calls with current customers, enhancing satisfaction
- Attended sales workshops to learn effective selling methods and best practices
Teachers Assistant
Cubby's Child Care
Bridgeport
06.2006 - 07.2009
- Managed children's personal portfolios to track growth and progress.
- Conducted monthly parent-teacher conferences to discuss student development and strategies.
- Research, draft and finalize lesson plans
- Supervised toddler activities, fostering engagement and developmental skills.
Education
Graduate -
Bridgeport High School
Bridgeport, WV05-2004
Some College (No Degree) - Business & Marketing
Fairmont State University
Fairmont, WVSkills
- Customer service
- Customer retention strategies
- Resolution management
- Account compliance
- Conflict resolution
- SAP and Microsoft Office
- SAP and Microsoft Office
- Team collaboration
References
- Shari Smiers, Owner, Eastside Florist, (681) 253-1007
- Jay Davis, Sales Manager, Local By Choice, (518) 469-5595
Timeline
Customer Service Associate
FirstEnergy
04.2016 - 03.2026
Sales Associate
Local by Choice
03.2015 - 03.2016
Automotive Sales Recruiter
Automotive Staffing Solutions
06.2013 - 02.2015
Sales Associate
Urse Honda
08.2009 - 05.2013
Teachers Assistant
Cubby's Child Care
06.2006 - 07.2009
Graduate -
Bridgeport High School
Some College (No Degree) - Business & Marketing
Fairmont State University