Shannon Hinkson
Pine,CO
Summary
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
24
24
years of professional experience
Work History
Customer Service Representative
Waste Connections Inc.
Bailey, CO
12.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Conducted follow-up communications with customers on delinquent accounts to promote prompt payment and reduce collection status.
- Handled customer inquiries via voicemails, calls, and emails, focusing on effective resolution of issues and service requests.
- Coordinated route preparation for drivers to ensure seamless service continuity when dispatcher unavailable.
- Assisted in setting up trash service for residential and commercial clients. Coordinated scheduling of porta potties and roll-off dumpsters for various customer needs. Supported efficient waste management solutions for both residential and commercial sectors.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Custodian
Jeffco Public Schools/ West Jeff Middle School
Conifer, CO
09.2023 - 12.2023
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Replaced and refilled paper towel and toilet paper dispensers for users' convenience.
- Kept building spaces premises clean inside and outside.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Handled spills, accidents and other cleaning emergencies to maintain cleanliness standards throughout assigned shift.
- Followed safety protocols and safe use of protective gear to prevent injury to self and others.
Receiver/Claims Assistant
Walmart
Englewood, CO
01.2019 - 09.2023
- Kept work areas clean, safe and organized.
- Loaded and unloaded boxes and pallets using safe operating procedures and correct equipment.
- Unloaded pallets and deliveries and organized products in warehouse.
- Double checked records, daily reports, and inventory transactions to identify and correct variances.
- Placed, tagged, and secured merchandise in diverse designated areas.
- Placed, tagged and secured merchandise in diverse designated areas.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
- Verified orders by comparing names and quantity of items packaged with shipping documents.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
Department Manager
Walmart
Englewood, CO
10.2002 - 01.2019
- Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
- Communicated with managers of other departments to maintain transparency.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Created and enforced department policies, procedures and standards to establish productivity and quality.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Inventory Specialist
Walmart
Englewood, CO
01.2012 - 09.2015
- Completed physical inventory counts each month.
- Performed data entry and completed proper paperwork.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Monitored and adjusted inventory levels to meet customer needs and demands.
- Developed inventory reports to provide management with comprehensive data on inventory levels.
- Completed stock inventories to identify and address issues negatively impacting controls.
Customer Service Manager
Walmart
Englewood, CO
05.2002 - 10.2002
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Cash Office Associate
Walmart
Englewood, CO
11.2001 - 05.2002
- Balanced safe, prepared tills, and prepared register bags for next sales date.
- Prepared bank deposits and corporate cash shipments.
- Sorted and counted coin and currency to make change for associates.
- Investigated discrepancies of cash register and POS System totals to resolve errors.
- Managed daily flow of cash transactions to provide sufficient cash supply to meet customer needs.
- Trained new employees on proper cash routines, procedures, and requirements.
- Researched and resolved account discrepancies.
Education
High School Diploma -
John F Kennedy High School
Denver, CO06-2000
Skills
- Customer service
- Active listening
- Critical thinking
- Problem-Solving
- Relationship building
- Computer proficiency
- Customer-Focused
- Complaint resolution
- Excellent time management skills
Timeline
Customer Service Representative
Waste Connections Inc.
12.2023 - Current
Custodian
Jeffco Public Schools/ West Jeff Middle School
09.2023 - 12.2023
Receiver/Claims Assistant
Walmart
01.2019 - 09.2023
Inventory Specialist
Walmart
01.2012 - 09.2015
Department Manager
Walmart
10.2002 - 01.2019
Customer Service Manager
Walmart
05.2002 - 10.2002
Cash Office Associate
Walmart
11.2001 - 05.2002
High School Diploma -
John F Kennedy High School