Summary
Overview
Work History
Education
Skills
References
Timeline
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Shannon Evans

Murray,KY

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Verizon Wireless
Hardin, KY
02.2015 - 08.2023
  • Collaborated with others to discuss new opportunities.
  • Maintained schedule of class assignments to meet deadlines.
  • Answered 100 plus calls per shift to assist with customer questions and concerns.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Recognized by management for providing exceptional customer service.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Leveraged skills to input and compile data gathered from various sources.
  • Completed day-to-day duties accurately and efficiently.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
  • Worked with cross-functional teams to achieve goals.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Modified existing software systems to enhance performance and add new features.
  • Achieved cost-savings by developing functional solutions to problems.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Planned and completed group projects, working smoothly with others.
  • Identified needs of customers promptly and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Multiple years of perfect attendance.
  • Trained others to be excellent at their jobs going forward.
  • Outstanding performance reviews by superiors "10 years plus".

Education

Some College (No Degree) - Criminal Justice

Tiffin University
Tiffin, OH

Skills

  • Call Management
  • Inbound and Outbound Calling
  • Data Entry
  • Report Generation
  • Complaint Resolution
  • Account Updating
  • Information Security
  • Scheduling
  • Consultative Sales
  • Appointment Scheduling
  • Paperwork Processing
  • Product Knowledge
  • Data Collection
  • Customer Education
  • Payment Processing
  • Professional Telephone Demeanor
  • Computer Proficiency
  • Microsoft PowerPoint
  • Customer Consulting
  • Order Fulfillment
  • Retail Sales Customer Service
  • Team Development
  • In-Store Support
  • Quality Assurance Controls
  • Senior Leadership Support
  • Multi-Task Management
  • Product Sales
  • Project Management Abilities
  • Building Rapport
  • Critical Thinking
  • Follow-Up Skills
  • Filing
  • Call Center Operations
  • High-Energy Attitude
  • Retail Marketing
  • Coordination
  • Adaptive Team Player
  • Receiving Support
  • Proofreading
  • Active Listening
  • Documentation
  • Spreadsheets
  • Courteous Demeanor
  • Quality Control
  • Grammar
  • Service Upselling
  • Complaint Handling
  • Stock Management
  • Problem Resolution
  • Store Maintenance
  • Calendaring
  • Microsoft Office Expertise
  • Credit Card Payment Processing
  • Product Education
  • 10-Key
  • Client Relations
  • De-Escalation Techniques
  • Staff Training
  • Report Preparation
  • Customer Service
  • Administrative Support
  • Sales Expertise
  • Research
  • Report Transcription
  • Document Control
  • Report Creation
  • Microsoft Excel
  • Schedule Mastery
  • Travel Planning
  • CRM Software
  • Minute Taking
  • Product Promotion
  • Promotional Support
  • Materials Transport
  • Reading Comprehension
  • Positive and Professional
  • Sales Closing
  • Researching
  • Microsoft Office Suite
  • Customer Relations
  • Conflict Mediation
  • Call Triaging
  • Route Management
  • Delivery Scheduling
  • Technical Support
  • Microsoft Outlook
  • Process Optimization
  • Customer Relationship Management (CRM)
  • Dispute Resolution
  • Warranty Service
  • Executive Management Support
  • Typing Proficiency
  • System Implementation
  • Office Equipment Proficiency
  • Lead Generation
  • Escalation Management

References

References available upon request.

Timeline

Customer Service Representative

Verizon Wireless
02.2015 - 08.2023

Some College (No Degree) - Criminal Justice

Tiffin University

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