Summary
Overview
Work History
Education
Skills
Timeline
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Shannon Colburn

Wickliffe,KY

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

6
6
years of professional experience

Work History

Benefits Care Advocate

Veteran's Government Services, LLC
07.2023 - 01.2024
  • Worked with enrollees to identify gaps in care or obstacles to care.
  • Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
  • Entered timely and accurate data into electronic medical records to communicate member needs.
  • Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
  • Responded to patient concerns and questions with compassionate and knowledgeable service.
  • Entered details into computer systems and managed database of information.

Customer Service Representative

MRCOOL Air Conditioning And Heating Systems
08.2022 - 07.2023
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Handled inbound customer chat conversations from various websites.
  • Trained new team members on live chat procedures and customer service protocols.
  • Managed timely and effective replacement of damaged or missing products.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Dispatcher

A Timely Delivery LLC
04.2019 - 07.2021
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Directed dispatching, routing, and tracking of 15 fleet vehicles.
  • Closely monitored dispatch board to triage and prioritize over daily calls.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Received new orders, prepared documentation, and assigned personnel.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Communicated with customers to provide delivery updates and resolution.

Office Assistant

Chief Logistics LLC
01.2018 - 04.2019
  • Interacted with customers by phone, email, or in-person to provide information.
  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Delivered clerical support by handling range of routine and special requirements.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Ordered office supplies and kept office stocked with needed resources to operate smoothly.
  • Organized events and meetings to maximize capacity and keep event venues running smoothly.
  • Assisted with onboarding of new employees.
  • Coordinated and scheduled meetings and appointments.

Education

GED -

Gulfport Job Corps Center
Gulfport, Mississippi
02.2004

Skills

  • Computer Savvy
  • Technical Assistance
  • Financial Counseling
  • Activity Monitoring
  • Insurance Understanding
  • Proficient in Microsoft Office
  • Verbal and Written Communication
  • Scheduling
  • Data Entry
  • Customer Service
  • CRM Software
  • Telephone Etiquette

Timeline

Benefits Care Advocate

Veteran's Government Services, LLC
07.2023 - 01.2024

Customer Service Representative

MRCOOL Air Conditioning And Heating Systems
08.2022 - 07.2023

Dispatcher

A Timely Delivery LLC
04.2019 - 07.2021

Office Assistant

Chief Logistics LLC
01.2018 - 04.2019

GED -

Gulfport Job Corps Center

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Shannon Colburn