Shannon Boston
Call Center Representative
199 Williams Rd, Dunlap,TN
Summary
Experienced and courteous call center representative with strong communication and problem-solving skills. Consistently exceeds productivity and quality goals in fast-paced, high-volume environments. Proficient in building enduring and loyal customer relationships through exceptional service delivery.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Certified Nursing Assistant
NHC Sequatchie
Dunlap, TN
08.2021 - Current
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Cafeteria Assistant
Sequatchie County Schools
Dunlap, TN
08.2018 - 08.2021
- Restocked condiments, beverages and utensils per expected use levels.
- Monitored food temperatures to comply with safety regulations.
- Cleaned and sanitized surfaces, tools and equipment.
- Notified management of product and supply shortages to reduce disruption in availability.
- Served food according to temperature, safety and presentation guidelines.
- Provided exemplary service to students, staff and visitors.
- Followed all proper handling procedures for prepared foods, ingredients and leftovers.
Crew Member
Hardee's
Dunlap, TN
02.2018 - 08.2018
- Took orders, prepared meals, and collected payments.
- Stocked shelves to organize aisles in assigned department.
- Prepared products following restaurant, health, and safety standards and procedures.
- Provided excellent customer service by greeting customers and meeting quality expectations.
Customer Service Representative
Cooperative Response Center
Dunlap, TN
04.2017 - 05.2017
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaint.
- Received calls after hours regarding internet and power outages and relayed that information to company dispatchers to send out teams to solve the problems with appropriate 911 services.
- Was a data entry personnel for accounts receivable.
FMLA Case Manager
UNUM Provident
Chattanooga, TN
04.2005 - 03.2006
- Liaised with other service agencies and coordinated level and type of support for clients.
- Facilitated corporate FMLA.
- Coordinated benefits and process enrollments, changes and terminations for benefit plans with specific expertise in FMLA.
- Maintained integrity and confidentiality of human resource files and records.
- Understood FMLA laws and regulations and kept abreast of human resource principles, practices and procedures.
Call Center Representative
UNUM Provident
Chattanooga, TN
08.2002 - 04.2005
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Maintained multiple claims for short term and long term disabilities.
- Enter data for the company as needed.
Teller Associate/Mortgage Loan Processor
Citizens Tri County Bank
Dunlap, TN
04.1998 - 08.2002
- Identified sales opportunities and referred customers to branch partners in financial services.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
- Reviewed financial statements and contacted institutions and customers to clarify details.
- Coordinated closing process with attorneys, title companies, and government clerks.
- Set up and completed loan submission packages.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
Assistant Manager
K.B. Toys
Chattanooga/Knoxville, TN
05.1995 - 04.1998
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Reviewed sales and gross profit report to assess company efficiency.
Education
No Degree - Business And Banking
Chattanooga State Community College
05.2001 -
Skills
- Customer Service
- Customer Relationship Management
- Call Control
- Data Entry
- Complaint resolution
- Technical Support
- Customer communications
- Account updating
- Problem-solving skills
- Quality Assurance
- Time Management
Accomplishments
- Achieved sales and assistant records by completing phone interactions with accuracy and efficiency resulting in team member recognition.
Certification
CNA - Certified Nurse Assistant
Timeline
Certified Nursing Assistant
NHC Sequatchie
08.2021 - Current
Cafeteria Assistant
Sequatchie County Schools
08.2018 - 08.2021
Crew Member
Hardee's
02.2018 - 08.2018
Customer Service Representative
Cooperative Response Center
04.2017 - 05.2017
FMLA Case Manager
UNUM Provident
04.2005 - 03.2006
Call Center Representative
UNUM Provident
08.2002 - 04.2005
No Degree - Business And Banking
Chattanooga State Community College
05.2001 -
Teller Associate/Mortgage Loan Processor
Citizens Tri County Bank
04.1998 - 08.2002
Assistant Manager
K.B. Toys
05.1995 - 04.1998