Shanell West
Essex,MD
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Office industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
BGE Home
2022.11 - 2023.06
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Office Services Clerk
MDOL Call Center/Payment Center
2019.08 - 2022.11
- Prepared computerized correspondence, receipts, bills and checks, using AS 400 and LMIS.
- Answered calls to address customer inquiries, confirm appointments and provide Licensing information.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Utilized office management software to record and track customer information.
- Supported staff on special assignments and ad hoc projects.
- Assisted with onboarding of new employees.
- Completed general administrative tasks by proofreading documents, transcribing handwritten information and operating calculators to verify financial records.
- Managed front desk area by welcoming and greeting visitors and responding to in-person requests.
- Reviewed files and records to obtain information to respond to customer and client requests.
- Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
- Distributed incoming mail from shipments, couriers and postal delivery to 26 departments within organization.
- Maintained monthly, weekly and daily reports of transaction.
Administrative Assistant
Shining Stars Daycare
2016.01 - 2019.12
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Established administrative work procedures to track staff's daily tasks.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
Driver
Transdev
2014.01 - 2016.01
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Delivered goods and products to customer on time and in excellent condition.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
- Drove safely in various weather and road conditions to avoid accidents.
- Upheld high standards of professionalism and discretion when working with high-value clients.
Administration Officer
Sojourner Douglass College
2010.01 - 2012.01
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Managed team petty cash, purchase orders and account transactions.
- Created, prepared, and delivered reports to various departments.
- Processed purchase orders, service contracts and financial reports.
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Drafted and distributed invoices for outstanding payments.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Managed daily payment processing and drafted related financial documents.
- Managed company schedule to coordinate calendar and arrange travel.
- Maintained personnel records and updated internal databases to support document management.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
Administrative Assistant/Receptionist
Johns Hopkins Hospital
2006.01 - 2010.01
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Created and maintained databases to track and record customer data.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Assisted development and implementation of new administrative procedures.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Education
Associate of Science - Administrative Assistance And Secretarial Science
Sojourner-Douglass College
Baltimore, MD06.1998
High School Diploma -
Lake Clifton Eastern Senior High School
Baltimore, MD06.1996
Skills
- Computer Proficiency
- Account Management
- Critical Thinking
- Travel Planning
- Document Control
- Documentation
- Customer Relationship Management
- Office Equipment Proficiency
- Proofreading
- Clerical Support
- Filing
Timeline
Customer Service Representative
BGE Home
2022.11 - 2023.06
Office Services Clerk
MDOL Call Center/Payment Center
2019.08 - 2022.11
Administrative Assistant
Shining Stars Daycare
2016.01 - 2019.12
Driver
Transdev
2014.01 - 2016.01
Administration Officer
Sojourner Douglass College
2010.01 - 2012.01
Administrative Assistant/Receptionist
Johns Hopkins Hospital
2006.01 - 2010.01
Associate of Science - Administrative Assistance And Secretarial Science
Sojourner-Douglass College
High School Diploma -
Lake Clifton Eastern Senior High School
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