Summary
Overview
Work History
Education
Skills
Technical Skills
Timeline
Generic

Shannon Grayson

Charlotte,NC

Summary

Enthusiastic and motivated professional well-versed in building productive
customer relationships, resolving complex issues and winning customer loyalty. Brings 5 - year background maintaining customer satisfaction and contributing to company success.

Overview

8
8
years of professional experience

Work History

Customer Service Coordinator

Alpine Intel/Donan Engineering
03.2023 - 12.2023
  • Answered 80 -100 inbound calls in a timely and accurate fashion daily.
  • Assisted policy holders, adjusters and attorneys inquiries via telephone and email for open claims by clarifying desired information.
  • Addressed policy holders concerns, demonstrating empathy, and resolving problems swiftly.
  • Diffused escalated claim situations in accordance with company policy.
  • Opened new assessment claims with adjusters and gathered pertinent information to proceed with scheduling.
  • Coordinated onsite assessments with policyholders, HVAC technicians and engineers for catastrophic property claims in litigation.
  • Dispatched technicians appointments to assess damaged HVAC units, electrical components and fire claims.
  • Provided adjusters with status updates from start to completion of assessment.
  • Updated processing department with detailed information needed to prepare comprehensive reports used by adjusters for claims process.
  • Met departmental call handle time goals, guidelines for service levels and productivity.


BDC Representative

Subaru South Blvd
09.2020 - 03.2023
  • Placed 80 -120 calls to potential customers to identify their automotive needs in a professional and courteous manner.
  • Scheduled an average of (30 - 40) solid appointments monthly with customers in the market for new and pre-owned vehicles.
  • Promptly responded to new vehicle inquiries via telephone, text, online chat and emailed responses within three (3) minutes.
  • Used sales tracks to collect all pertinent customer information and entered information in the company's E-leads CRM.
  • Provided high frequency contact by conducting unsold follow-up sales calls to ensure a pleasurable car buying experience.
  • Nurtured existing client relationships through regular check-ins via phone or email correspondence.
  • Ensured adherence to industry regulations and dealership policies throughout all customer interactions.

BDC Representative

Mark Ficken Ford Lincoln
06.2017 - 06.2020
  • Promptly responded to new vehicle inbound and outbound customer inquiries via telephone, text, online chat and email
  • Performed research and dealer trades for customers based on needs, priorities and buying time frame.
  • Scheduled in person appointments with customers and provided information on vehicle availability including out the door pricing, financing, leasing options, promotions and national incentives.
  • Kept detailed records of daily activities through customer database.
  • Collaborated with sales team and finance managers to ensure end of month sales objectives were achieved.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing to provide top-notch experience.
  • Observed all Federal, State, Local, and Company safety rules and regulations in performing duties.

Customer Product Specialist

Hydroxytone Cosmetics
07.2015 - 08.2017
  • Responded promptly to 40- 120 customer order inquiries via phone, email, chat, and social media platforms.
  • Provided excellent customer care by assisting with product selection and handling ordering functions.
  • Assisted customers with unique product application techniques to assure functionality.
  • Collaborated with internal departments members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Collected outstanding account balances and updated order and payment status.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.


Education

Associate of Arts - Business Administration

Interboro Institute
New York, NY
2006

High School Diploma -

Fiorello H. LaGuardia High School of Music & Art
New York, NY
1997

Skills

  • Strong Work Ethic and a Positive Attitude
  • Excellent written and communication skills
  • Careful and active listener
  • Customer Focused Empathy
  • Creative Problem Solving
  • Customer Needs Assessment
  • One Call Resolution
  • Emotionally Intelligent
  • Call Flow Maximization
  • Time Management
  • Multi-tasking
  • Payment Processing
  • Call Center Experience
  • Ability to work remotely and hybrid
  • Team Player

Technical Skills


  • Proficient in both Microsoft Office: Excel, Powerpoint, Outlook, Lotus Notes
  • Experienced in using various CRM Software: Salesforce, Goldmine 5.1, Saleslogix, Contact Management, ACT, Reynolds and Reynolds and E-Leads and Hub Spot
  • Advanced knowledge in Google Suite, Social and Digital Media, and E-Commerce business marketing trends




Timeline

Customer Service Coordinator

Alpine Intel/Donan Engineering
03.2023 - 12.2023

BDC Representative

Subaru South Blvd
09.2020 - 03.2023

BDC Representative

Mark Ficken Ford Lincoln
06.2017 - 06.2020

Customer Product Specialist

Hydroxytone Cosmetics
07.2015 - 08.2017

Associate of Arts - Business Administration

Interboro Institute

High School Diploma -

Fiorello H. LaGuardia High School of Music & Art

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Shannon Grayson