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, NY2006
High School Diploma -
Fiorello H. LaGuardia High School of Music & Art
New York, NY1997
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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