Shanna Wink
Robesonia,PA
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Customer Service Representative/ LIHEAP Agent
UGI
Denver, PA
08.2022 - Current
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered inbound calls, chats and emails to facilitate customer service.
Service Advisor
Moyer NIssan
Wernersville, PA
10.2019 - 04.2022
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Contacted customers about potential service upgrades, new services and account changes.
- Conducted customer satisfaction surveys to identify areas for service improvement.
- Oversaw warranty counseling process to manage expense controls.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Resolved customer complaints in an efficient and courteous manner.
Parts Manager
Auto Zone Auto Parts
Emmaus/ Shilington, PA
09.2017 - 07.2019
- Completed investigations into complaints, incidents and accidents at work sites.
- Resolved customer inquiries related to part availability or quality issues.
- Led a team of parts department employees, providing training and performance evaluations.
- Organized and monitored inventory levels of parts, tools, and supplies.
- Conducted regular inventory audits to maintain accuracy and accountability.
- Created work crew schedules and delegated assignments.
- Conducted monthly audits of inventory control systems.
- Collaborated with other departments to ensure timely deliveries.
Quality Control Inspector
East Penn Manufacturing Co
Lyons Station, PA
04.2012 - 04.2016
- Repaired malfunctions, reassembled items, and performed final tests.
- Matched arriving materials with purchase orders, submitted discrepancy forms as necessary.
- Generated reports summarizing inspection results, defect trends, and other statistical data.
- Completed non-destructive tests and conducted continuous inspections.
- Inspected products for defects and conformance to customer specifications using precision measuring instruments.
- Calibrated products to match design and operational specifications.
- Verified accuracy of product labels, including expiration dates and lot numbers.
- Maintained records of all nonconforming products and completed corrective actions as required.
- Ensured that all products met customer requirements prior to shipment.
- Documented nonconformities and recommended techniques for prompt resolution.
- Analyzed data from process control systems to identify trends in product quality.
Education
Emmaus High School
Emmaus, PA06-2009
Skills
- Customer service
- Problem resolution
- Billing adjustments
- Record keeping
- Product knowledge
- Communication skills
Timeline
Customer Service Representative/ LIHEAP Agent
UGI
08.2022 - Current
Service Advisor
Moyer NIssan
10.2019 - 04.2022
Parts Manager
Auto Zone Auto Parts
09.2017 - 07.2019
Quality Control Inspector
East Penn Manufacturing Co
04.2012 - 04.2016
Emmaus High School
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