Shannon Hartzog
Willis,TX
Overview
36
36
years of professional experience
Work History
Customer Service Representative
Liveops
Willis, TEXAS
05.2022 - Current
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Used available resources to provide efficient and accurate solutions for customer service requests.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Consulted with customers regarding needs and addressed concerns.
- Updated customer accounts, addresses and contact information within call management databases.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Promoted product offerings to drive growth and exceed benchmarks.
Office Manager
Eric Squires Tattoos
Willis, TX
01.2018 - Current
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Wrote social media content to increase engagement with customers.
- Developed and implemented strategic social media marketing plans.
- Utilized Facebook to promote products, services and content.
- Corresponded with social media clients to utilize positive feedback and posts to better promote brand.
- Scheduled and confirmed appointments.
- Provided exceptional customer service through effective telephone communication and follow-ups.
- Took information from potential customers to assess needs.
Advertising Account Executive
City Lights Advertising
Houston, TX
01.2000 - 12.2023
- Conducted in-depth research into advertising options and PR strategies in order to design and optimize approaches.
- Prospected and cold-called customers to develop new sales leads.
- Helped customers design and layout spec ads.
- Presented engaging media packages and advertising options to prospects.
- Used persuasive techniques to overcome objections and close new sales opportunities.
- Explained to clients how specific types of advertising helped promote customer products or services.
- Sold print, online, niche publication, newspaper inserts, direct mail and related printed products.
- Managed and retained existing client accounts.
- Developed scripted ad content to enhance client marketing strategies.
- Developed and maintained relationships with clients to ensure satisfaction with advertising campaigns.
- Organized and managed multiple projects simultaneously while meeting deadlines.
- Researched target audiences to develop effective marketing strategies.
Customer Service Representative
City Lights Advertising
Houston, TX
01.1996 - 12.2023
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Handled escalated customer service concerns to preserve revenue streams from key customers.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Educated customers on special pricing opportunities and company offerings.
Office Manager
City Lights Advertising
Houston, TX
10.1988 - 12.2023
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Managed office inventory and placed new supply orders.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Elevated customer satisfaction ratings by resolving client and case issues effectively.
- Reduced financial discrepancies by accurately managing accounting documentation in QuickBooks while maintaining case costs and billing processes.
- Developed and implemented office policies and procedures.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Supervised staff members, organized schedules and delegated tasks.
Education
High School Diploma -
Bellaire High School
Bellaire, TX01.1990
Some College (No Degree) -
University of Houston - Downtown
Houston, TXSkills
- Budgetary Planning
- Scheduling and calendar management
- Accounts payable and receivable
- Project management
- Invoicing and billing
- Workforce Management
- Billing
- Training and coaching
- Data entry
- Customer relations
- Goal-oriented
- Account management
- Persuasive communication expertise
- Client relationship management
- Excellent communication skills
- Conflict mediation
- Inbound and Outbound Calling
Timeline
Customer Service Representative
Liveops
05.2022 - Current
Office Manager
Eric Squires Tattoos
01.2018 - Current
Advertising Account Executive
City Lights Advertising
01.2000 - 12.2023
Customer Service Representative
City Lights Advertising
01.1996 - 12.2023
Office Manager
City Lights Advertising
10.1988 - 12.2023
High School Diploma -
Bellaire High School
Some College (No Degree) -
University of Houston - Downtown