Shanna Osborn
Layton,UT
Summary
Knowledgeable and dedicated customer service professional with extensive experience.
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
7
7
years of professional experience
Work History
Virtual Leasing Agent
Entrata
Lehi, UT
06.2018 - 10.2021
- Served as the main point of contact for apartment communities throughout the US when the onsite staff was not available.
- Duties included managing work orders for current Residents, handle complaints, work with the on-site manager if needed.
- Assisted many types of callers, some who are looking for a new home and other callers who are current or past residents.
- Explained the benefits of living at the community as well as the requirements to become a future resident while building rapport and creating a sense of urgency.
- Scheduled appointments to tour a model home in person or the option to tour virtually if desired.
Senior account representative/Web Support
AAA NCNU Northern California, Utah & Nevada
Clearfield, Ut
09.2015 - 05.2016
- Resolved issues/complaints for companies website and Customer service issues
- Provided training and assistance for new employees
- Served as a research and subject matter expert
- Responded to Members email questions and complaints
- Worked with our web developers to fix and manage website issues
- Researched and resolved complex and sensitive service issues.
Chat Representative
The Home Depot Contact Center
Ogden, UT
03.2014 - 08.2015
- Corresponded with customers via email and online chat to quickly assess customer needs and proactively provide solutions
- Provide superior customer service while handling incoming chat messages for order placement, account resolution and website navigation
- Answer questions pertaining to policy and product inquiry and document details in our CRM
Receptionist
Fairfield Veterinary Hospital
Layton, UT
08.2011 - 01.2013
- Answered and directed incoming calls, scheduled appointments and greeted clients
- Experience with Microsoft Word, Excel, Fax, Copier and Scanner
- Handled all of hospitals shipments through UPS and Fedex
- Created and managed hospital records, client invoice preparation and collection
- Responsible for account receivables, closing the office and nightly deposit, balancing the credit card machine and cash drawer daily
- Resolved customer problems and complaints.
Account Manager
Symbol Arts
Ogden, UT
12.2010 - 06.2011
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Worked with the client and our design team to create custom public safety insignia to fit their department needs; I worked with our distributors to ensure a smooth overall transaction for our customers
- Developed highly profitable pipeline based on multiple sales penetration techniques.
Education
Associate of Arts -
Weber State University
Ogden, UTHigh School Diploma - undefined
Bonnevile High School
1993
Skills
- Property Marketing
- Code Compliance
- Customer Account Management
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Strong Analytical and Problem-Solving Skills
- Microsoft Office
- Microsoft Internet Explorer
- Microsoft Excel
- Microsoft Outlook
Timeline
Virtual Leasing Agent
Entrata
06.2018 - 10.2021
Senior account representative/Web Support
AAA NCNU Northern California, Utah & Nevada
09.2015 - 05.2016
Chat Representative
The Home Depot Contact Center
03.2014 - 08.2015
Receptionist
Fairfield Veterinary Hospital
08.2011 - 01.2013
Account Manager
Symbol Arts
12.2010 - 06.2011
Associate of Arts -
Weber State University
High School Diploma - undefined
Bonnevile High School
Similar Profiles
Gerry CrooksGerry Crooks
General Manager Utilities at EntrataGeneral Manager Utilities at Entrata
Sumit MotghareSumit Motghare
Staff Software Engineer at EntrataStaff Software Engineer at Entrata
Craig OlsenCraig Olsen
Accounting Data Consultant at EntrataAccounting Data Consultant at Entrata