Shannon Blakey
Austin,TX
Summary
Dedicated Customer Service professional with over 5 years of experience delivering exceptional support and managing high-volume client relations. Expert in CRM systems, phone support, and order processing within fast-paced, remote-capable environments. Proven track record in driving customer experience excellence through effective de-escalation, meticulous documentation, and process improvement.
Overview
1
1
Language
1
1
Certification
23
23
years of professional experience
Work History
Food Nutrition Services
HEART HOSPITAL OF AUSTIN
06.2026 - 10.2026
- Visited patients to process breakfast, lunch, and dinner orders, enhancing overall customer experience.
- Address patient inquiries directly to provide personalized service and maintain superior levels of customer satisfaction.
- Deliver and collect serving trays from patients' rooms while maintaining meticulous documentation of dietary requirements.
- Addressed patient inquiries to deliver personalized service and uphold high standards of customer satisfaction.
Senior Customer Service Representative
TXTAG CUSTOMER SERVICE CENTER
06.2020 - 03.2026
- Resolved complex inquiries via phone support about toll account management and billing in high-volume call center, enhancing customer satisfaction.
- Processed payments, set up accounts, and addressed tag issues using CRM tools for accurate documentation management.
- Processed payments, account setups, and tag issues while utilizing CRM tools to maintain meticulous documentation.
- Reviewed documentation and entered data to maintain current records in fast-paced remote operations setting, supporting operational efficiency.
Recruiter
WORLDWIDE CLINICAL TRIALS
04.2004 - 09.2019
- Collaborated with clinical trial participants to conduct outbound calls and efficiently process study enrollments, contributing to participant engagement.
- Communicated study goals and deliverables clearly to foster participant compliance and build trust.
- Balanced high-volume call processing with administrative email management, ensuring smooth operation under multitasking demands.
- Protected sensitive private data and maintained meticulous records in accordance with HIPAA and data security standards.
Education
High school or equivalent -
STONY POINT HIGH SCHOOL
Round Rock, TX05-2002
Skills
- Technical Skills: CRM, Office Software, Order Processing, Email Management, Phone Support, Live Chat, Data Entry, Record Keeping, POS, Financial Transaction Processing, Billing & Payments
- Tools & Platforms: Microsoft Office, Microsoft Outlook, Microsoft Excel, Microsoft Word, Windows, Call Center Software
- Methodologies & Expertise: Customer Experience, Remote Operations, Client Relations, Customer Retention, Process Improvement, Multitasking, De-escalation, Documentation Review, Sanitation Procedures, GMP
- Soft Skills: Customer Support, Problem Analysis, Attention to Detail, Phone Etiquette, Time Management, Teamwork, Verbal Communication
- Customer service
- Problem-solving
- Teamwork and collaboration
- Friendly, positive attitude
- Time management
Certification
Food Handler Certification (November 2025)
Languages
English
Additional Information
- Organization and prioritization skills.
- Accuracy and Attention to details.
- Strong verbal and personal communication skills.
- Problem analysis, use of judgment and ability to solve problems efficiently.
- Tolerant and flexible, ability to adjust different situations.
Timeline
Food Nutrition Services
HEART HOSPITAL OF AUSTIN
06.2026 - 10.2026
Senior Customer Service Representative
TXTAG CUSTOMER SERVICE CENTER
06.2020 - 03.2026
Recruiter
WORLDWIDE CLINICAL TRIALS
04.2004 - 09.2019
High school or equivalent -
STONY POINT HIGH SCHOOL