Shana Gerson
Odenville,AL
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
16
16
years of professional experience
Work History
Client Service Representative/Executive Assistant
RSM US LLP
Birmingham, AL
05.2015 - Current
- Answered incoming calls from customers regarding billing inquiries, technical issues, product concerns.
- Processed orders, returns, exchanges, and refunds accurately and promptly.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Wrote and distributed executive meeting agendas and minutes to department heads and executive team members.
- Facilitated board meeting agendas and distributed support materials in advance for successful sessions.
- Managed and tracked expenses to meet company budget requirements.
- Acted as a liaison between the executives and internal and external stakeholders to facilitate communication flow.
- Leveraged word processing software to create proposals, letters and memos.
- Facilitated communication between different departments within organization.
- Greeted visitors warmly upon arrival at the office premises.
- Relayed messages, retrieved reports and printed documents for co-workers to assist with office workflow.
- Took detailed notes in meetings and disseminated information afterward.
- Coordinated executive and senior management vacation, day-to-day meeting and travel schedules.
- Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
- Created and maintained computer- and paper-based filing and organization systems for records, reports and documents.
- Performed data entry tasks into various software programs including MS Excel spreadsheets.
- Designed PowerPoint presentations for monthly divisional meetings with top-level executives.
- Made travel arrangements to provide executives seamless and travel policy-approved business trips.
- Handled confidential information with discretion and integrity.
- Delivered optimal administrative, customer service and case management support.
- Followed proper accounting and bookkeeping procedures to support audits.
- Executed special objectives and projects in response to executive team and board member requests.
- Conducted research on various topics as requested by executives or senior management personnel.
- Ensured that all relevant paperwork was completed accurately prior to submission for approval.
- Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
- Coordinated meeting and work schedules for staff teams and executives.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Updated and maintained databases with current information.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Resolved customer inquiries and complaints via phone, email, or other communication channels.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained customer records in the database system.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Escalated complex customer inquiries to supervisors when necessary.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Performed administrative tasks such as filing documents and responding to emails.
- Created detailed notes in customer profiles to keep track of conversations and requests.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Supported sales team members to drive growth and development.
- Updated databases with new and modified customer data.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Adhered to all applicable laws and regulations while performing job duties.
- Verified accuracy of data entered into company systems.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Identified opportunities for process improvements within the organization's customer service department.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Mentored junior team members and managed employee relationships.
- Provided customer service support to clients in a timely and efficient manner.
- Participated in training sessions and workshops related to customer service best practices.
- Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Researched solutions using available resources including internal databases and external sources.
- Managed client accounts by providing accurate data entry services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Client Service Representative/Executive Assistant
Sellers, Richardson, Holman & West LLP
Birmingham, Alabama
09.2008 - 04.2015
Education
Bachelor of Arts - History
University of Alabama At Birmingham
Birmingham, AL12-2011
Skills
- Strong attention to detail
- Ability to multitask under high pressure
- Strong written and verbal communication skills
- Excellent use of Microsoft Suite
References
References available upon request.
Timeline
Client Service Representative/Executive Assistant
RSM US LLP
05.2015 - Current
Client Service Representative/Executive Assistant
Sellers, Richardson, Holman & West LLP
09.2008 - 04.2015
Bachelor of Arts - History
University of Alabama At Birmingham