Summary
Overview
Work History
Education
Skills
Certificationscourses
Timeline
Generic

Shanda Battle

Lakeland,FL

Summary


Experienced professional boasting over 28 years of customer service expertise with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

30
30
years of professional experience

Work History

Customer Service Representative

Lowes Home Improvment
10.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Owner

Flourish Behavioral Health
06.2023 - 05.2024
  • Led and motivated a team of diverse individuals, including counselors, case managers, administrative staff, and support personnel
  • Oversaw and coordinated various aspects of the agency's operations, including scheduling, resource allocation, and program implementation
  • Managed budgeting, financial management, and resource allocation to ensure the agency's financial sustainability
  • Utilized knowledge of relevant laws, regulations, and industry standards related to substance use treatment and healthcare to ensure compliance and quality of care
  • Conducted data analysis and reporting to track key performance indicators and ensure the agency's progress
  • Developed, recommended, and reviewed treatment goals and plans with clients and their families
  • Assist clients in developing skills and behaviors necessary to recover from their addiction or modify their behavior

Customer Service Representative

The Home Depot
12.2022 - 12.2023
  • Provided effective customer service for all external customers (The Home Depot Associates) by utilizing excellent product knowledge and communication skills
  • Managed purchase orders for The Home Depot stores, prepared sales reports, and scheduled deliveries
  • Collaborated with internal and external teams to meet and exceed customer service expectations
  • Handled product inquiries, maintained inventory, and assisted with various store issues

Customer Service/Maintenance Administrator (Retired)

AT&T
01.1995 - 05.2021
  • Handled customer inquiries and billing concerns with the highest courtesy and professionalism
  • Maintained and updated financial account information using various computer software programs
  • Investigated and resolved claims and customer service issues, ensuring timely communication of resolutions with customers
  • Liaison with a diverse base, managing first-level response and resolving escalated issues with external and internal customers
  • Ran a multi-line dispatch system and coordinated work groups during emergencies
  • Managed outage planning and identified outages within the Fiber Optic networks to minimize downtime
  • Interacted with emergency personnel, tested and repaired damaged cables for critical systems
  • Utilized company-specific databases and software applications for daily tasks
  • Instrumental in identifying outages within the Fiber Optic networks during natural disasters (tornadoes, flooding, hurricanes, earthquakes) to minimize Mission-Critical Network Downtime
  • Tasked with calming customers during an emergency outage

Education

HEALTH CARE ADMINISTRATION -

Polk State College
Lakeland, FL
11.2024

Skills

  • Analytical Skills
  • Problem-solving skills
  • Patience and empathy
  • Communication Skills
  • Attention to Detail
  • Documentation
  • Training development aptitude
  • System implementation
  • Adaptive team player

Certificationscourses

Chemical Dependency Counselor Assistant (CDCA)

Timeline

Customer Service Representative

Lowes Home Improvment
10.2024 - Current

Owner

Flourish Behavioral Health
06.2023 - 05.2024

Customer Service Representative

The Home Depot
12.2022 - 12.2023

Customer Service/Maintenance Administrator (Retired)

AT&T
01.1995 - 05.2021

HEALTH CARE ADMINISTRATION -

Polk State College

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Shanda Battle