Shannah Anderson
Lake Charles,LA
Summary
Hardworking and Passionate job seeker with strong organizational skills eager to secure permanent employment as a Remote Customer Service Represenative. Ready to achieve company goals and brings more than 12 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. An Organized and Dependable candidate successful at managing multiple priorities within an office setting.
Overview
9
9
years of professional experience
Work History
Remote Customer Service Representative
Dish Network Corporation
06.2019 - 11.2023
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Made outbound calls to obtain account information.
- Reviewed account and service histories to identify trends and issues.
- Set up and activated customer accounts.
- Upheld privacy and security requirements established by Maryland Department of Unemployment regulatory agencies.
Service Center Representative
Eatel
10.2017 - 03.2019
- Educated customers on special pricing opportunities and company offerings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Exceeded company productivity standards on consistent basis.
- Upheld privacy and security requirements established by Sedgwick regulatory agencies.
- Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
- Quality Assurance expert
- Team Records Keeper
- Handled inbound calls
- Certified mentor/ Team leader
Customer Service Representative
Clean Harbors
02.2015 - 08.2017
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Set up and activated customer accounts.
- Handled inbound calls
Education
Bachelor Of Administrative Studies - Customer Service Management
01.2012
Diploma -
05.2007
Skills
- Quality control
- Retail sales customer service
- Inbound and Outbound Calling
- Customer relations
- Adaptive team player
- Courteous demeanor
- Call Center Operations
- Problem-solving abilities
- Route management
- High-energy attitude
- Microsoft Office
- Data Entry
- Call Management
- Paperwork Processing
- Complaint Resolution
- Appointment Scheduling
- Information Security
- Customer Relations
- Problem-Solving Abilities
- Money Handling Abilities
- Reading Comprehension
- Account Management
- Conflict Resolution
- Administrative Support
- Computer Proficiency
- Report Transcription
- Live Chat Support
- Call Center Experience
- Report Preparation
- Filing
- Customer Service
- Complaint Handling
- Spreadsheets
- Technical Support
- Customer Relationship Management (CRM)
- Documentation
- Professional Telephone Demeanor
Timeline
Remote Customer Service Representative - Dish Network Corporation
06.2019 - 11.2023
Service Center Representative - Eatel
10.2017 - 03.2019
Customer Service Representative - Clean Harbors
02.2015 - 08.2017
McNeese State University - Bachelor Of Administrative Studies, Customer Service Management
Washington Marion Magnet High School - Diploma,
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