Shannaya Drake
Aurora,Colorado
Summary
Self-motivated and dependable while achieving high performance with minimal supervision. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Interior Logic Group
04.2023 - Current
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
03.2017 - 01.2019
- Receive new customer service requests from builder(s) and review to determine type of repair or malfunction and/or inspect and diagnose product and installation issues
- Contact with builder(s) and homeowner(s) to schedule appointment and determine work to be performed, verify materials are available, and confirm an estimated time for repairs to be completed
- Prepare schedules for service personnel, assigns personnel to routes or to specific repair(s) and warranty work
- Ensure customer complaints are resolved and followed up on to ensure customer satisfaction with the final product
- Calm disposition to be to remain calm and diffuse difficult situations
- Reliable and self-starter
- Ability to act confidentially in difficult situations
- Perform at high level in a fast paced environment
- Strong time management and organizational skills
- Work with all departments within the company to minimize issues arising in service
- Billing within service department, quote prices, cost analysis, initiate billing
- All other jobs duties as assigned.
Commercial Account Support Team
Tyco Integrated Security Aurora
10.2007 - 03.2017
- Identifying reoccurring issues in production that lead to service items and work with production team to mitigate those items
- Conducts daily project management task for high profile customer, internal and executive and dedicated liaison for specific customer project with a 99.5% project completion rate
- Compose excel spreadsheets to provide relevant data about customer account history such as billing, locations monitored, contractual agreements and key contacts for each regions
- Able to multi task various projects and duties with great organization
- Proficient in drafting memos, compiling timelines for existing/future projects and detailed oriented
- Retention- negotiate, propose and suggest new contractual agreements to meet business needs for internal and external customer base
- Trained in Outbound, Inbound, Simplex Grinnell, Managerial Support, and Field Support for Local Sales office, Jurisdictions
- Systems Trained- CARMS, ADMIN, DMO2C, Intelliview, MM, Data Process, Microsoft Office product, NICE 4.0, get paid
- Honors: Presidential club 2015- Puerto Rico.
Assistant Manager Vanity
Vanity clothing
10.2005 - 05.2007
- Thorough understanding of reviewing new product developments and sales techniques on a continuing basis
- Promoted from hourly position by consistently meeting and exceeding sales goal
- Being confident in our product made it easy to communicate with customers and give them exactly what they want.
Education
Sports and Exercise Science -
Northeastern Junior College
Sterling, COBachelor of Science: Sports and Exercise Science -
University of Northern Colorado
Greeley, COSkills
- Client-focused
- Quick learner
- Results-oriented
- Excellent communication
- Time management skills
- Warranty customer service
- Schedule Coordination
- Talent Development
Timeline
Customer Service Manager
Interior Logic Group
04.2023 - Current
03.2017 - 01.2019
Commercial Account Support Team
Tyco Integrated Security Aurora
10.2007 - 03.2017
Assistant Manager Vanity
Vanity clothing
10.2005 - 05.2007
Sports and Exercise Science -
Northeastern Junior College
Bachelor of Science: Sports and Exercise Science -
University of Northern Colorado
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