Shannon Brooks
Vacaville,CA
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Skilled in payment processing, demonstrating exceptional multitasking abilities and a commitment to excellence.
Overview
22
22
years of professional experience
Work History
Sr Customer Service Rep
Jelly Belly Candy
Fairfield, CA
01.2024 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients through email and over phone to answer questions and address complaints.
- Trained and directed new employees in all aspects of the department.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Mentored junior team members, contributing to their professional development and overall team success.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed escalated issues while finding resolutions that satisfied both the client''s concerns and company interests.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
Customer Service Manager
Jelly Belly Candy
Fairfield, CA
02.2014 - 09.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Customer Service Representative
Jelly Belly Candy
Fairfield, CA
03.2002 - 02.2014
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Diploma -
Nauset Regional High School
North Eastham, MASkills
- Complaint resolution
- Payment Processing
- Staff Training
- Credit card processing
- Order Fulfillment
Timeline
Sr Customer Service Rep
Jelly Belly Candy
01.2024 - Current
Customer Service Manager
Jelly Belly Candy
02.2014 - 09.2022
Customer Service Representative
Jelly Belly Candy
03.2002 - 02.2014
Diploma -
Nauset Regional High School