Shania Bonty
Ontario,CA
Summary
Results-driven Customer Service leader with 14 years of progressive experience in managing and elevating customer service teams. Proven ability to lead through change, develop customer service strategies, and drive key performance indicators to achieve a high level of customer satisfaction. Expertise in cross-departmental collaboration, customer onboarding, and process improvements.
Overview
14
14
years of professional experience
Work History
Customer Care Sr. Brand Ambassador
Beach House Group
03.2023 - 05.2024
- Handled 100+ daily incoming emails, chats, and internal team inquiries, ensuring accurate and timely responses to customer questions, concerns, and overall needs, maintaining a 95% customer satisfaction rate.
- Worked closely with warehousing, operations, and other company departments to ensure customer satisfaction and product fulfillment, leading to a 20% reduction in shipping errors.
- Assisted with inquiries concerning order status, shipping issues, and damaged items, reducing resolution time by 25% through improved communication and tracking systems.
- Streamlined the refunds and returns processing system, enhancing processing speed by 15% and ensuring compliance with company policies.
- Led fraud investigations and managed chargeback processes, resulting in a 30% decrease in financial losses due to fraudulent orders.
Senior Customer Service Manager
Instaco
11.2020 - 02.2023
- Led a team of 6 customer service representatives and representatives, driving key KPIs to achieve a 98% customer satisfaction rate.
- Spearheaded the development and implementation of a customer service strategy that improved order fulfillment accuracy by 20%.
- Developed and implemented customer service policies and procedures to drive customer satisfaction and retention while Collaborating with other departments such as Marketing and Logistics.
- Managed key customer escalations and coordinated quarterly forecast outlooks with top enterprise clients.
- Facilitated cross-departmental meetings with Warehouse, Operations, and Sales teams to address order fulfillment challenges and implement process improvements.
- Conducted quality assurance surveys, leading to the identification and resolution of key service level issues, resulting in a 15% increase in service consistency.
Head of Customer Support
Reel Inc.
11.2018 - 11.2020
- Directed a customer support team of 10, improving team efficiency by 25% through workflow optimization and task delegation.
- Played a key role in new hire onboarding, reducing onboarding time by 30% and enhancing the overall customer experience.
- Managed weekly meetings with key customers to discuss service levels, address concerns, and build stronger relationships.
- Successfully implemented a new KPI measurement system that provided greater insight into team performance and areas for improvement.
- Launched three new support channels, increasing customer engagement by 20%.
- Collaborated with Internal Stakeholders to align customer service practices with company-wide goals, leading to a 10% improvement in cross-departmental initiatives.
Customer Service Trainer
WallyPark Airport Parking
09.2016 - 11.2018
- Designed and developed training curricula covering customer service techniques, product knowledge, and company policies using various tools.
- Led monthly onboarding sessions for new hires, ensuring comprehension of company expectations and protocols.
- Evaluated training programs through post-training surveys and assessments, providing effectiveness reports.
- Conducted one-on-one coaching sessions, offering personalized feedback and development plans.
- Collaborated with the Quality Assurance team to integrate solutions into training programs, enhancing service quality.
- Conducted skills assessments to identify areas for improvement and develop targeted training.
Customer Support Team Lead
Dogeared
08.2013 - 09.2016
- Led the daily operations of the customer service department, achieving a 95% on-time order fulfillment rate.
- Developed and trained a team of 8 customer service representatives, focusing on communication methods and multi-channel support.
- Identified process challenges in the order fulfillment process, leading to a 20% reduction in order processing time.
- Conducted regular customer audits and worked closely with the Quality and Operations teams to resolve any issues promptly.
- Ensured the consistent application of procedures across all customer service facilities, contributing to a 12% increase in operational efficiency.
- Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
- Completed complex project management tasks on time and under budget to meet department goals.
Customer Service Supervisor
Little Black Bag
09.2012 - 08.2013
- Supervised a team of customer service representatives, providing guidance and mentorship to ensure service delivery and performance goals.
- Revamped service standards, policies, and procedures to optimize customer interactions and maintain consistency across channels.
- Analyzed customer service metrics and KPIs to identify trends and improvement opportunities.
- Handled escalated customer inquiries, demonstrating problem-solving skills and professionalism.
- Developed tailored training programs, improving the accuracy and quality of interactions.
- Increased customer retention rates from 75% to 85% by executing personalized follow-up strategies and loyalty programs.
Call Center Supervisor
Justfab
03.2010 - 09.2012
- Supervised daily operations of a high-volume call center, ensuring efficient call handling and performance target adherence.
- Monitored call queues and real-time performance metrics, making adjustments to optimize resource allocation.
- Handled escalated customer issues, demonstrating problem-solving and conflict-resolution skills.
- Conducted performance evaluations and coaching sessions, setting goals and recognizing achievements.
- Managed a team of 10+ representatives, improving customer satisfaction ratings by 15%.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Education
Bachelor of Science - Business Administration And Management
California State University - Dominguez Hills
Carson, CA06.2015
Skills
- Team Leadership & Development
- Process Improvement & Workflow Optimization
- KPI Measurement & Analysis
- Cross-Departmental Collaboration
- Customer Onboarding & Training
- Strategic Communication & Stakeholder Engagement
- Quality Assurance & Audit Management
- Customer Service Strategy Development
- Multi-Channel Communication Management
Technical Skills
Salesforce, Zendesk, HubSpot, Asana, Trello, SurveyMonkey, Qualtrics, Freshdesk, Zoho CRM, Zendesk, Gorgias, ServiceNow, Five9, RingCentral, Talkdesk, Help Scout, Kayako, Shopify, Magento, Intercom, LiveChat, Genesys Cloud, NetSuite
Timeline
Customer Care Sr. Brand Ambassador
Beach House Group
03.2023 - 05.2024
Senior Customer Service Manager
Instaco
11.2020 - 02.2023
Head of Customer Support
Reel Inc.
11.2018 - 11.2020
Customer Service Trainer
WallyPark Airport Parking
09.2016 - 11.2018
Customer Support Team Lead
Dogeared
08.2013 - 09.2016
Customer Service Supervisor
Little Black Bag
09.2012 - 08.2013
Call Center Supervisor
Justfab
03.2010 - 09.2012
Bachelor of Science - Business Administration And Management
California State University - Dominguez Hills
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