Shannon Cooper
Denver,CO
Summary
Dynamic customer service professional, excelling in problem resolution and active listening. Proven track record of enhancing customer satisfaction through effective complaint handling and scheduling. Adept at managing high-stress situations, ensuring positive outcomes for clients and the organization.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Overland Animal Hospital and Pet Resort
06.2025 - Current
- Efficient in Cornerstone.
- Check patients in and out.
- Medical and surgical scheduling.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Respond to customer requests for products, services, and company information.
Customer Service Representative
VRCC
02.2025 - 06.2025
- Overnight ER Hospital.
- Efficient in Cornerstone.
- Check patients in and out.
- Triage patients in lobby and over phone.
- End of life care.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Pharmacy Technician
Walgreen's Pharmacy
09.2024 - 02.2025
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
Team Leader
Buncha
01.2024 - 09.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Cashier
Target
01.2022 - 01.2024
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Associate
Amazon
10.2020 - 01.2022
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
Flight Attendant
Horizon Air
02.2017 - 01.2019
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
Education
Standley Lake
Westminster, COSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Client relations
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Paperwork processing
Timeline
Customer Service Representative
Overland Animal Hospital and Pet Resort
06.2025 - Current
Customer Service Representative
VRCC
02.2025 - 06.2025
Pharmacy Technician
Walgreen's Pharmacy
09.2024 - 02.2025
Team Leader
Buncha
01.2024 - 09.2024
Cashier
Target
01.2022 - 01.2024
Associate
Amazon
10.2020 - 01.2022
Flight Attendant
Horizon Air
02.2017 - 01.2019
Standley Lake
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