Shane Lowery
Newport News,Va
Summary
Customer Support enthusiast with experience from Warehouse to Call Center looking to make a difference in a company. Hardworking and reliable Customer Service Rep focused on going above and beyond to support team and serve customers. Trained in Customer Service and offering top-notch customer service abilities. Motivated to continue to learn and grow as a CSR professional. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service
03.2021 - 07.2022
- Responded to customer requests for products, services, and company information
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Investigated and resolved customer inquiries and complaints quickly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Order Selector
Amazon
02.2018 - 02.2021
- Pulled merchandise from stock and loaded items on pallets
- Marked containers with labeling and stocked shelves to facilitate order picking and packing
- Worked at consistently fast pace with repetitive motions, efficiently and accurately
- Cleaned areas around worksite to provide safe environment.
Facilities Coordinator
MJ Staffing
01.2017 - 02.2018
- Set goals and deadlines for the department
- Acquire, distribute and store supplies
- Manage leasing of facility space
- Dispose of, or oversee the disposal of, surplus or unclaimed property
- Incharge of daily incoming helpdesk calls and getting them entered into the systemDesignated tickets to the proper person for room setups, repairs for HVAC and electrical
- Maintain inventory for coffee/tea, hot chocolate and utensils
Mailroom Coordinator
MJ Staffing
01.2015 - 01.2017
- Seal or open envelopes, by hand or by using machines
- Affix postage to packages or letters by hand, or stamp materials, using postage meters
- Verify that items are addressed correctly, marked with the proper postage, and in suitable condition for processing
- Clear jams in sortation equipment
- Weigh packages or letters to determine postage needed, using weighing scales and rate charts
- Mail promotional literature in response to requests
- Contact delivery or courier services to arrange delivery of letters and parcels.Determine manner in which mail is to be sent, and prepare it for delivery to mailing facilities
- Release packages or letters to customers upon presentation of identification
- Add ink, fill paste reservoirs, and change machine ribbons when necessary
- Answer inquiries regarding shipping or mailing policies
- Sell mail products, and accept payment for products and mailing charges.
Callcenter Collection Clerk
MJ Staffing
12.2014 - 01.2016
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment
- Receive payments and post amounts paid to customer accounts
- Advise customers of necessary actions and strategies for debt repayment
- Persuade customers to pay amounts due on credit accounts,, or nonpayable checks, or to return merchandise
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts
- Locate and monitor overdue accounts, using computers and a variety of automated systems
- Answer customer questions regarding problems with their accounts
- Record information about financial status of customers and status of collection efforts
- Negotiate credit extensions when necessary.
Education
High School Diploma -
Mechanicsville High School
Skills
- Customer and Personal Service
- Active Listening
- Speaking
- Clerical
- Microsoft Office
- Employee Engagement
- Morale Improvements
- Network Computer
- Call Center Technology
- Research and Analysis
- Database Maintenance
- POS Transactions
- Clerical Support
- Problem-Solving Ability
- Office Equipment Proficiency
- Delivery Scheduling
- Credit Card Payment Processing
- Order Fulfillment
- Microsoft PowerPoint
- Grammar
- Warehousing Functions
- Calm and Professional Under Pressure
- Customer Service
- Stockroom Procedures
- Refund Processing
- Microsoft Excel
- Documentation
- CRM Software
- Membership Inquiries and Renewals
- Proofreading
- Document Control
Timeline
Customer Service
03.2021 - 07.2022
Order Selector
Amazon
02.2018 - 02.2021
Facilities Coordinator
MJ Staffing
01.2017 - 02.2018
Mailroom Coordinator
MJ Staffing
01.2015 - 01.2017
Callcenter Collection Clerk
MJ Staffing
12.2014 - 01.2016
High School Diploma -
Mechanicsville High School
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