Shannon Gullion
McRae-Helena,GA
Summary
I am a detail oriented and passionate professional who thrives on making sure that I not only meet each of my customers needs, but that I exceed them. I am seeking to re-enter the workforce after taking time for family dedication, personal growth, and skill acquisition.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
4
4
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Home Shopping Network (HSN)
01.2016 - 01.2017
- Handled inbound calls to finalize order details.
- Processed payments and issued refunds when necessary.
- Handled disputed charges on orders.
- Set up or reschedule delivery dates to best fit customer needs.
- I was empathetic to customer needs and worked to diffuse irate customers to resolve problems and ensure customer satisfaction.
- Managed the promotion of additional products to customers when appropriate opportunities presented themselves.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction rates.
- Managed inbound and outbound calls, ensuring timely resolution of customer inquiries and complaints.
CSR/RETENTION SUPERVISOR
Progressive Insurance, Inc.
01.2013 - 01.2016
- Licensed to write insurance policies in all 50 states.
- Handled inbound calls with questions on policies and procedures.
- Processed changes and notated each policy in detail for reference.
- Processed payments and refunds when appropriate.
- Reviewed each policy in detail with customers and made necessary changes to best fit customer needs.
- Used active listening skills with irate customers to find the root of the problem and resolve issues quickly to ensure customer satisfaction and retain business.
- Managed the promotion of additional products to customers when appropriate opportunities presented themselves.
- Resolved customer inquiries through various communication channels, ensuring satisfaction and timely assistance.
- Implemented feedback mechanisms to identify areas for process improvement within the customer service department.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
SECONDARY SCHOOL -
Auburndale Senior High School
06-1990
BS PSYCHOLOGY - undefined
University of Phoenix
01.2026
Skills
- Active Listening
- Strong Communication
- Typing 45 WPM
- Empathetic
- Customer Service
- Critical Thinking
- Decision Making
- Strategic Thinking
- Time Management
- Leadership
- Team Player
- Data entry
- Relationship building
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Client relations
- Professional telephone demeanor
- Scheduling
- Call management
- Product knowledge
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Microsoft PowerPoint
- Microsoft Office Suite
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Dispute resolution
- Customer education
- Product sales
- Escalation management
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Home Shopping Network (HSN)
01.2016 - 01.2017
CSR/RETENTION SUPERVISOR
Progressive Insurance, Inc.
01.2013 - 01.2016
BS PSYCHOLOGY - undefined
University of Phoenix
SECONDARY SCHOOL -
Auburndale Senior High School