Shana Gower
Barto,PA
Summary
Dedicated and results-driven professional with extensive experience in managing client accounts and providing exceptional customer support. Skilled in fostering strong relationships with clients, identifying needs, and delivering tailored solutions that enhance satisfaction and loyalty. Track record of achieving sales targets and contributing to revenue growth. Adept at handling customer inquiries, resolving issues promptly, and maintaining high service standards. Possesses excellent communication, negotiation, and problem-solving skills, with keen ability to work effectively in fast-paced environments. Committed to improving customer experiences and driving business success through effective account management and customer service excellence.
Overview
17
17
years of professional experience
Work History
Inside Sales Representative
Penn Stainless Products
08.2024 - Current
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Source and purchase steel tubing, pipe, plate and bar materials from outside vendors to fill customer requirements.
Inside Claims Representative
Erie Insurance Group
03.2023 - 08.2024
- Draft and process correspondence, reports, and records, contributing to effective communication and record-keeping
- Document claim files and facilitate processing of claims in collaboration with other departments, improving operational efficiency and cross-departmental cooperation
- Assign outside experts when necessary, enhancing investigation process and supporting potential recovery efforts
- Establish contact with all involved parties in claims, maintaining ERIE’s high standards of communication and engagement
- Respond to inquiries from policyholders, agents, insurance carriers, claimants, assigned experts, and others, fostering strong relationships and customer satisfaction
- Obtain additional information as required to determine ERIE's liability, leading to more accurate and fair claim resolutions
- Manage responses to intercompany arbitration applications, effectively representing insured's interests
- Investigate and adjudicate claims within designated authority, ensuring compliance with statutory laws, leading to enhanced legal adherence and claim accuracy
- Verify coverages, establish and maintain reserves, secure recorded statements resulting in robust and reliable claims management
- Evaluate and negotiate claims, recognize subrogation opportunities and initiate action which maximizes claim recovery and minimized loss
- Issue checks for settlement and decline payment within designated authority ensuring timely and accurate financial transactions
- File contentions and supporting documents on behalf of insured/driver, contributing to well-supported and persuasive case presentations
- Conduct research and attend industry-related training programs and other training sessions, stay current with policy changes, interpretation, and new legislation enhancing professional development and expertise
Senior Account Representative
Carpenter Technology Corp
04.2008 - 03.2023
- Maintained meticulous order management, preventing material shortages and ensuring uninterrupted production, leading to consistent on-time deliveries
- Translated material properties into customer requirements, optimizing material utilization and meeting specific needs
- Applied deep expertise in melt capabilities and material applications, contributing to improved product attributes and customer satisfaction
- Acted as mentor and resource for peers, offering guidance and solutions for system, procedural, and customer-related challenges
- Conducted daily reviews of activity reports and message queues, taking proactive measures to address issues promptly
- Maintained accurate customer-specific account documentation, ensuring up-to-date information and effective account management
- Fostered seamless communication between customers and Carpenter, resulting in enhanced customer satisfaction and loyalty
- Enhanced customer options by evaluating Product Identification Codes (PICs) and identifying alternative materials, providing flexibility in sourcing
- Cultivated and nurtured trusted customer relationships, driving growth and expanding Carpenter's market share
- Established robust network of relationships within internal departments, resolving customer issues across various domains, from logistics to technical requirements
- Spearheaded performance improvement initiatives, leading to increased efficiency, cost reduction, and higher customer satisfaction, while benefiting other organizational areas
- Delivered departmental and cross-functional training, driving knowledge transfer and leading customer-focused improvement projects, resulting in elevated customer satisfaction
Education
High School -
Oley Valley High School
Oley, PAExcel -
Shearer Technical
Reading, PAMicrosoft Word, Excel, and Outlook -
Dallas Data Systems
Bechtelsville, PASkills
- Client Relationship Administration
- Cross-functional Communication
- Problem Identification & Resolution
- Account Management
- Sales Support & Operations
- Customer Acquisition & Retention
- SAP and CRM Databases
- Order Processing & Fulfillment
- Conflict Management
- Data Entry and Management
- Customer Education
- Administrative Support
Timeline
Inside Sales Representative
Penn Stainless Products
08.2024 - Current
Inside Claims Representative
Erie Insurance Group
03.2023 - 08.2024
Senior Account Representative
Carpenter Technology Corp
04.2008 - 03.2023
Excel -
Shearer Technical
Microsoft Word, Excel, and Outlook -
Dallas Data Systems
High School -
Oley Valley High School
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