Shannon Austin
Olympia,WA
Summary
Accomplished Customer Service Representative at Verizon Wireless/All Tell Wireless, adept in problem-solving and critical thinking, excelled in managing high-stress situations, enhancing customer loyalty through empathetic resolutions. Demonstrated proficiency in active listening, significantly improving user experience and fostering repeat business. Skilled in product knowledge, ensuring informed customer recommendations. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
9
9
years of professional experience
Work History
Agricultural Statistic Outbound Call Representati
Washington State Department Of Agriculture
Olympia, WA
07.2003 - 03.2008
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Helped train new hires in the outbound call center process, ensuring they were prepared to handle calls effectively from day one on the job.
- Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
farmers are required to update the department of any and all processing products annually. As a representative, it is more efficient to contact farmers after normal business hours. This representative role is fulfilled between 5 and 9 PM daily..
Customer Service Representative
Verizon Wireless/All Tell Wireless
Olympia, WA
08.1999 - 01.2003
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Stress Tolerance
- Data entry proficiency
- Call Scheduling
- Customer Relationship Building
- Multitasking
- Excellent Communication
- Customer Engagement
- Outbound Calling
Timeline
Agricultural Statistic Outbound Call Representati
Washington State Department Of Agriculture
07.2003 - 03.2008
Customer Service Representative
Verizon Wireless/All Tell Wireless
08.1999 - 01.2003