Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shanel Benson-White

Wilmington,DE

Summary

Dynamic Senior Customer Service Representative at AAA Club Alliance with expertise in call management and conflict resolution. Proven ability to guide members through emergencies while utilizing Salesforce and Windows systems. Recognized for enhancing team performance and delivering exceptional service, ensuring member satisfaction in high-pressure situations.

Overview

35
35
years of professional experience

Work History

Senior Customer Service Representative

AAA Club Alliance
Wilmington, DE
01.1990 - 03.2025
  • Operated incoming calls, using an automatic call distribution (ACD) system to process road service calls for our AAA members, non-members, and law enforcement.
  • Answered incoming calls in a pleasant, professional tone, willing to take responsibility for any incoming call in a timely manner.
  • Effectively informed members of their benefits, and offered guidance to members and non-members on the best option for their current situation.
  • Processed calls using Windows-based systems, D2000, and Salesforce.
  • Assisted a member utilizing AAA maps, PC-based maps, and a GPS system to locate a disabled member or a lost member, also offering directions when needed.
  • Processed credit card payments using ChargeERS; created new memberships as well.
  • Listened and proved sound judgment to members in very dangerous situations. Utilized local, county, and state 911 systems to render aid to stranded members and non-members.
  • Assisted in training new associates, and supported our supervisors with daily operations.
  • Process and respond to electronic communications with members, non-members, and coworkers using Skype, emails, etc.
  • Resolve disputes between the departments when needed.

Education

Some College (No Degree) - Business Administration

Cecil County Community Colllege
North East, MD

Skills

  • Call management
  • Customer service
  • Salesforce proficiency
  • Windows systems
  • Payment processing
  • Emergency response
  • Conflict resolution
  • Team building

References

References available upon request.

Timeline

Senior Customer Service Representative

AAA Club Alliance
01.1990 - 03.2025

Some College (No Degree) - Business Administration

Cecil County Community Colllege

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