Open To Work
Shannon Goodson
Mendota
Work Preference
Summary
Dynamic Customer Service Representative with proven expertise at CXperts and Radial, excelling in problem resolution and data entry. Recognized for enhancing customer satisfaction through active listening and effective communication. Proficient in POS systems, consistently exceeding performance metrics while fostering strong client relations and promoting service upselling.
Diligent employee with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Work History
Customer Service Representative
CXperts
Cheyenne, WY
01.2025 - 11.2025
- Technical Proficiency.
- Programming knowledge.
- Data Analysis Skills.
- Managed customer service inquiries, client relations and multi-channel communication.
- Supported customers via phone, email and live chat platforms.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Proficient in touch typing with typing speeds averaged 60-70 wpm with 98% accuracy rate in entry positions.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Investigated and resolved customer inquiries and complaints quickly.
- Participated in training sessions to enhance product knowledge and customer engagement skills.
- Resolved customer issues efficiently through active listening and problem-solving techniques.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Collaborated with team members to streamline service processes and improve response times.
- Adapted quickly to new systems and procedures, maintaining service quality during transitions.
- Responded to inquiries from callers seeking information.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Streamlined administrative tasks, such as filing and data entry, to support office efficiency.
- Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
- Answered multi-line phone system and enthusiastically greeted callers.
- Increased efficiency through proficient use of office software, including word processing and spreadsheet applications.
- Participated in regular training sessions to stay up-to-date with company policies and industry best practices, ensuring consistent adherence to established guidelines.
- Completed all tasks in compliance with company policies and procedures.
- Organized, maintained and updated information in computer databases.
Customer Service Representative
Radial Inc.
935 First Avenue King Of Prussia, PA 19406
10.2022 - 01.2025
- Resolved customer inquiries through effective communication and active listening skills.
- Managed high-volume call flow while maintaining exceptional service standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided product information and troubleshooting assistance to improve customer satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Supported customers via phone, email and live chat platforms.
- Managed customer service inquiries, client relations and multi-channel communications.
- Assisted clients, customers, users with product selections and technical issues.
- Keyboarding, data entry, transcription and word processing while managing 60-70 wpm.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- 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.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Coordinated order fulfillment with warehouse teams to ensure accuracy.
- Processed customer orders efficiently within designated timelines.
- Utilized inventory management software to track stock levels and shipments.
- Input order information into system and updated customer accounts to document and track customer orders.
- Processed customer orders in line with established policies and procedures.
- Handled high-volume periods with ease, maintaining consistent performance under pressure.
- Expedited urgent orders upon request, ensuring timely delivery while maintaining overall workflow efficiency.
- Generated invoices and shipping labels to properly bill and ship customer orders.
Customer Service Associate Cashier
JRN
Bristol, VA 24201
10.1993 - 01.2024
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Resolved customer inquiries and complaints, providing exceptional service to enhance satisfaction.
- Maintained clean and organized checkout areas to improve overall shopping experience.
- Assisted with inventory management by restocking shelves and monitoring product displays.
- Trained new staff on cash handling procedures and customer service protocols for consistency.
- Monitored cash registers for discrepancies, ensuring accurate financial reporting at end of shifts.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled cash and credit transactions accurately, ensuring proper balance at the end of each shift.
- Answered questions about store policies and addressed customer concerns.
- Assisted customers with product selection, providing knowledgeable recommendations based on individual needs.
- Developed strong rapport with regular customers through friendly interactions and personalized service.
- Maintained a clean and organized work space, ensuring a positive environment for both customers and colleagues.
- Demonstrated flexibility by assisting in other departments as needed, supporting overall store success.
- Proactively addressed potential issues through clear communication with both customers and management staff.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Managed high-volume customer traffic during peak hours while maintaining efficiency and accuracy in transactions.
- Resolved customer complaints in a professional and timely manner, resulting in increased customer loyalty.
- Adhered to company policies regarding returns and exchanges, maintaining consistency across all transactions.
- Identified opportunities to upsell products or services based on individual customer preferences or needs.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Answered product questions using knowledge of sales and store promotions.
- Utilized POS system to handle customer cash and credit card transactions.
- Redeemed coupons to discount purchases.
- Processed refunds and exchanges in accordance with company policy.
- Set up new sales displays each week with fresh merchandise.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Learned duties for various positions and provided backup at key times.
Customer Service Associate
Food City Supermarkets
Store# 823, 151 Cook St, Abingdon, VA 24210
06.2018 - 10.2021
- Maintained accurate records of transactions and inventory levels daily.
- Assisted in training new associate s on product knowledge and store policies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Increased team productivity with effective communication and coordination of tasks.
- Enhanced brand image by consistently delivering service beyond expectations.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Identified upselling and cross-selling opportunities, contributing to increased sales.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with inquiries, enhancing overall shopping experience.
- Trained new staff on register operations and customer service protocols.
- Monitored inventory levels and communicated restock needs to management.
- Reduced wait times by swiftly processing customer payments and efficiently bagging items.
- Enhanced store sales by suggesting additional items to customers during their transactions.
- Managed high-volume periods effectively by prioritizing tasks and working efficiently under pressure without sacrificing accuracy or customer service quality.
- Accommodated diverse payment methods including cash, credit cards, gift cards, coupons, and mobile payments for seamless transactions.
- Collaborated with other departments as needed to ensure smooth customer experiences throughout the store visit from entry to exit.
- Assisted in training new cashiers, sharing best practices for efficient and effective cash handling procedures.
- Increased customer satisfaction by providing efficient and accurate cash register transactions.
- Contributed to a positive work environment through teamwork, open communication, and proactive problem-solving with colleagues.
- Maintained a clean and organized checkout area, enhancing the overall shopping experience for customers.
- Ensured accurate financial reporting by consistently balancing the cash drawer at the end of each shift.
- Facilitated speedy checkouts for large orders by coordinating with baggers or utilizing self-bagging techniques when appropriate.
- Welcomed customers and helped determine their needs.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Addressed customer needs and made product recommendations to increase sales.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Managed daily cash transactions and balanced registers for accuracy.
- Oversaw inventory management, ensuring product availability and minimizing waste.
- Monitored fuel levels and coordinated deliveries to maintain supply continuity.
- Maintained clean and orderly work station.
- Checked customer identification for alcohol, cigarette, and lottery sales.
- Delivered exemplary customer service and warmly greeted guests.
- Completed end-of-shift paperwork accurately and promptly for seamless handoff between shifts.
- Cleaned up gas and other spills in accordance with spill procedures.
- Rang up customers' orders by scanning products and keying prices into register.
- Assisted customers with fueling their vehicles, ensuring proper safety guidelines were followed.
- Adhered to all federal, state, and local regulations regarding fuel storage, dispensing, and environmental protection measures.
- Finalized sales and collected payments by totaling order and accepting tender from customer.
- Monitored fuel levels in tanks, alerting management when reordering was necessary.
- Pumped gas for guests and took payments.
- Inspected fuel pumps and fuel tanks for proper operations and safety.
- Created attractive merchandise diplays to entice customers to make purchases.
- Offered assistance to customers unfamiliar with fueling vehicles, demonstrating appropriate measures for pumping gas.
- Performed cash, card, and check transactions to complete customer purchases.
- Learned duties for various positions and provided backup at key times.
- Assisted in preparation of baked goods, adhering to quality and safety standards.
- Monitored freshness of products, ensuring compliance with health regulations and quality controls.
- Provided exceptional customer service, addressing inquiries and resolving complaints effectively.
- Checked expiration dates and rotated products to verify freshness and avoid spoilage.
- Balanced multiple tasks simultaneously during busy periods while still delivering exceptional customer service experiences.
- Prepared fresh baked goods daily, ensuring consistent high-quality products for customers.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Maintained tidy and organized work area to comply with cleanliness standards.
- Ensured compliance with food safety regulations by maintaining a clean and organized workspace at all times.
- Collaborated with fellow bakery staff members to streamline production processes and improve overall efficiency.
- Recommended new bakery items to customers based on taste preferences, building rapport and boosting sales.
- Provided support in other departments during peak times or employee absences, demonstrating adaptability and a strong work ethic.
- Helped customers locate ideal menu items by listening to needs and recommending specific products or services.
- Used utensils and equipment to portion, wrap and display bakery items.
- Measured and mixed ingredients accurately to assist in baking process.
- Provided exceptional customer service by quickly and accurately fulfilling special orders, increasing repeat business.
- Fostered team-oriented environment by assisting coworkers during rush hours, maintaining high productivity levels.
- Demonstrated proficiency in using bakery equipment safely and efficiently, minimizing downtime and accidents.
- Customized cake designs according to customer requests, enhancing customer satisfaction and loyalty.
- Used in-store system to locate inventory and place special orders for customers.
- Managed daily deli operations, ensuring product availability and freshness.
- Maintained cleanliness and organization of the deli area to meet health standards.
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
- Took special orders for event catering and party trays, assisting customers by recommending additional items, condiments, and garnishes.
- Offered product samples to customers, generating additional sales through taste-testing.
- Learned other teammates' work tasks to train as backup.
- Prepared custom order requests for special events, receiving positive feedback for quality and service.
Education
GED -
Virginia Dept of Education GED Program
Abingdon, VA11-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Client relations
- Microsoft outlook
- Call center operations
- Order processing
- Data collection
- Quality control
- Technical support
- Live chat support
- Multi-line phone talent
- Assertiveness
- Research
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Brand representation
- Quality assurance controls
- Shipping and logistics
- POS systems expert
- Information security
- Credit adjustments
- Warranty service
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
CXperts
01.2025 - 11.2025
Customer Service Representative
Radial Inc.
10.2022 - 01.2025
Customer Service Associate
Food City Supermarkets
06.2018 - 10.2021
Customer Service Associate Cashier
JRN
10.1993 - 01.2024
GED -
Virginia Dept of Education GED Program