Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shannice Mason

Griffin,GA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

AT&T (Remote)
02.2022 - 01.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.

Customer Care Representative

Cigna Health System (Remote)
07.2016 - 02.2022
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Identified opportunities to upsell additional services when appropriate.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Recommended potential products or services to management by collecting customer information and analyzing customer needs.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Educated customers where applicable to alleviate need for future contact.

Customer Service Manager

Wal-Mart Supercenter
Thomaston, GA
07.2011 - 07.2016
  • Provided exceptional customer service to ensure customer satisfaction.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.

Education

High School Diploma -

Jordan High School
05-2008

Skills

  • Consultative Sales
  • Account Updating
  • Data Collection
  • Scheduling
  • Report Generation
  • Complaint Resolution
  • Appointment Scheduling
  • Data Entry
  • Inbound and Outbound Calling
  • Paperwork Processing
  • Call Management
  • Product Knowledge
  • Information Security
  • Receiving Support
  • Retail Marketing
  • Proofreading
  • Report Transcription
  • Delivery Scheduling
  • Professional Telephone Demeanor
  • Staff Training
  • Documentation
  • Schedule Mastery
  • Lead Generation
  • Conflict Mediation
  • Critical Thinking
  • Sales Closing
  • Multi-Task Management
  • Team Development
  • Follow-Up Skills
  • Grammar
  • Shipping and Receiving Understanding
  • Promotional Support
  • Escalation Management
  • Customer Consulting
  • Microsoft Outlook
  • Order Fulfillment
  • Coordination
  • Warranty Service
  • Sales Expertise
  • Process Optimization
  • Microsoft PowerPoint
  • Store Maintenance
  • Customer Relationship Management (CRM)
  • Clerical Support
  • Payment Processing
  • Senior Leadership Support
  • High-Energy Attitude
  • Customer Service
  • Order Processing
  • Office Equipment Proficiency
  • Call Center Operations
  • Researching
  • Report Preparation
  • Complaint Handling
  • CRM Software
  • Service Upselling
  • Quality Assurance Controls
  • Positive and Professional

References

References available upon request.

Timeline

Customer Service Representative

AT&T (Remote)
02.2022 - 01.2024

Customer Care Representative

Cigna Health System (Remote)
07.2016 - 02.2022

Customer Service Manager

Wal-Mart Supercenter
07.2011 - 07.2016

High School Diploma -

Jordan High School

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Shannice Mason