Shannon Cown
Jacksonville,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
14
14
years of professional experience
Work History
Customer Service Specialist Manager
Rv Doctor Mobile RV Repair Service
2020.05 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and corrected customer concerns to promote company loyalty.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Took ownership of customer issues and followed problems through to resolution.
Inbound Call Center Representative
Verizon Wireless
2013.11 - 2015.01
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Built positive relationships with customers by providing exceptional customer service.
- Prioritized customer service requests in order of urgency to promptly resolve critical issues.
- Facilitated communication between customers and other departments to facilitate resolution.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Followed standard operating procedures when handling customer problems and complaints.
- Demonstrated strong problem-solving skills by resolving customer issues during first call.
- Provided timely feedback to management regarding customer inquiries and issues.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Educated customers on company systems, form completion, and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Boosted customer service satisfaction ratings through consistent quality control.
Virtual Customer Service Representative
T-Mobile
2010.04 - 2012.05
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Associate Of Applied Business - Customer Service Management
01.2016
Skills
- Call Center Operations
- Handling Escalations
- Training and mentoring
- Complaint resolution
- Administrative Support
- Training programs
- Policy Enforcement
- Problem-Solving
- Continuous Improvement
- Positive and Constructive Feedback
- Excellent time management skills
- Adherence to high customer service standards
- Sales expertise
- Customer Service
- Work Prioritization
- Exceptional telephone etiquette
- Issue Resolution
- Expertise in sales
- Sales Promotion
Accomplishments
Always great at giving great customer care.
Always know how to fix or solve any issues.
100% customer service satisfaction .
Proper customer care etiquette.
Highly recommended in customer service skills.
Overall takes on most leadership roles
Dependable
Loyalty to giving the best customer service guaranteed.
Data entry.
Timeline
Customer Service Specialist Manager - Rv Doctor Mobile RV Repair Service
2020.05 - Current
Inbound Call Center Representative - Verizon Wireless
2013.11 - 2015.01
Virtual Customer Service Representative - T-Mobile
2010.04 - 2012.05
St.johns River Community College - Associate Of Applied Business, Customer Service Management
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