Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shannon Burks

Alexandria,TN

Summary

Encouraging manager and problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Manager

WestRock
04.2016 - Current
  • Resolved customer complaints, while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed 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.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.

Customer Service Representative

WestRock
08.2013 - 04.2016
    • Handled customer inquiries and suggestions courteously and professionally.
    • 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.
    • Answered constant flow of customer calls with minimal wait times.
    • Answered customer emails in a timely manner addressing customer concerns quickly.

Shift Manager

Aldi's
01.2011 - 07.2013
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into store team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Worked within strict time limits to setup store for customer visits daily.

Education

Bachelor of Science - Management And Marketing

University of Louisville
Louisville, KY
12.2005

Skills

  • Problem-Solving
  • Relationship Building
  • Handling Escalations
  • Work Prioritization
  • Microsoft Outlook, Word, and Excel
  • Customer-focused
  • Time Management
  • Training and mentoring
  • Decision-Making
  • Customer Relationship Management (CRM)

Certification

Foundations of Leadership, WestRock

Sales Excellence, WestRock

Five Dysfunctions of a Team, WestRock

Timeline

Customer Service Manager

WestRock
04.2016 - Current

Customer Service Representative

WestRock
08.2013 - 04.2016

Shift Manager

Aldi's
01.2011 - 07.2013

Bachelor of Science - Management And Marketing

University of Louisville

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Shannon Burks