Shannon Burke
Merritt Island
Summary
Results-oriented customer service specialist with a track record of resolving complex inquiries and enhancing customer experiences. Expertise in account management and staff training, poised to contribute to organizational success.
Overview
3
3
years of professional experience
Work History
Customer Service Specialist
Massey Services Inc.
Rockeldge
06.2025 - Current
- Resolved customer inquiries and concerns, consistently delivering quality service and meeting performance benchmarks.
- Handled billing inquiries ensuring accuracy in account management for all clients.
- Processed service requests while scheduling technician appointments to optimize response times.
- Collaborated with team members to resolve complex customer issues, enhancing overall service delivery.
- Updated customer account information in database, ensuring accuracy and efficiency.
- Trained new hires on best practices and protocols, improving onboarding experience and reducing process gaps.
- Supported team members in retrieving and entering data.
Sales Inspector
Massey Services Inc.
Rockledge
09.2024 - 06.2025
- Inspected residential properties for pest control compliance and safety standards.
- Collaborated with technicians to ensure precise application of pest control solutions, enhancing compliance with safety standards.
- Conducted assessments of pest management treatments and techniques utilized.
- Documented inspection findings and communicated results to homeowners, improving their understanding of pest control issues.
- Educated clients on preventative measures and maintenance strategies for pest control.
- Responded promptly to customer inquiries regarding service details and recommendations.
- Conducted competitor analysis to evaluate pricing structures, informing strategic decisions and strengthening market position.
- Worked with management team to develop processes that enhanced overall productivity.
District Manager
Greencore Environmental
Cocoa
02.2024 - 08.2024
- Trained and mentored sales team on product knowledge and customer engagement strategies.
- Analyzed market trends to uncover new business opportunities and address customer needs.
- Collaborated with marketing to develop promotional materials and execute effective campaigns.
- Conducted performance reviews and feedback sessions to enhance team member development.
- Built strong relationships with key clients to improve loyalty and retention rates.
- Facilitated sales meetings to track progress, share insights, and motivate team members.
- Set clear objectives and guided team members in developing plans to meet quotas.
- Managed sales representatives by providing training, coaching, and mentoring for optimal performance.
wireless retail associate
OSL Wireless
Merritt Island
05.2023 - 02.2024
- Educated customers on wireless products and service plans, improving their purchasing decisions.
- Processed sales transactions efficiently using point-of-sale systems.
- Maintained store appearance and organized merchandise displays, increasing foot traffic and customer engagement.
- Managed inventory levels, conducting regular stock replenishments to ensure availability.
- Collaborated with team members to achieve daily sales goals consistently.
- Trained new associates on operational procedures and customer service standards.
- Assisted customers with product selection and addressed inquiries, enhancing overall customer satisfaction.
Education
High School Diploma -
Merritt Island High School
Merritt Island, FL05-2016
Skills
- Sales strategy
- Account management
- Customer service
- Customer retention
- Sales reporting
- Payment processing
- Regulatory compliance
- Staff training
- Conflict mediation
- Written communication
- Customer communication
Timeline
Customer Service Specialist
Massey Services Inc.
06.2025 - Current
Sales Inspector
Massey Services Inc.
09.2024 - 06.2025
District Manager
Greencore Environmental
02.2024 - 08.2024
wireless retail associate
OSL Wireless
05.2023 - 02.2024
High School Diploma -
Merritt Island High School