Shannon Horton
Killeen
Summary
Compassionate and patient professional with a strong background in customer service. Experienced in resolving complaints efficiently and promoting customer loyalty through effective communication and detailed record-keeping.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
Intelogix
Copperas Cove
09.2024 - Current
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Cultivated customer relationships that led to increased repeat business.
- Documented customer interactions, transactions, and feedback for enhanced service continuity.
- Guided customers through billing procedures, processed payments, and facilitated payment option setups.
Customer Service Representative
Teleperformance
Killeen
03.2021 - 06.2024
- Resolved customer issues using effective communication and problem-solving skills, enhancing overall customer experience.
- Delivered timely resolution of customer complaints, ensuring high levels of customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions and transactions to support continuous improvement and service quality.
- Provided exceptional customer service to ensure customer satisfaction.
Assistant Manager
Schlotzsky's Deli
Waco
10.1994 - 05.2009
- Supervised daily operations, scheduling shifts and assigning duties for optimal team performance.
- Assisted in managing daily operations and staff scheduling.
- Trained new employees on customer service standards and food preparation.
- Implemented health and safety protocols in food handling practices.
- Coordinated inventory management to optimize product availability and freshness.
- Monitored cash register operations for accuracy during peak hours.
- Facilitated communication between front-line staff and management teams.
- Resolved customer complaints promptly, enhancing overall dining experience.
- Managed customer service inquiries and complaints in a timely manner.
- Monitored employee attendance records, timekeeping, and payroll information.
- Maintained up-to-date knowledge of company products and services.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
Education
Associate of Science - Medical Lab Technician
McLennan Community College
Waco, TX12-2013
Skills
- Customer service
- Complaint handling
- Customer relationship management
- Issue resolution
- Payment processing
- Billing procedures
- Record keeping
- Time management
- Conflict resolution
- Staff training
- Active listening
- Empathy and patience
Timeline
Customer Service Representative
Intelogix
09.2024 - Current
Customer Service Representative
Teleperformance
03.2021 - 06.2024
Assistant Manager
Schlotzsky's Deli
10.1994 - 05.2009
Associate of Science - Medical Lab Technician
McLennan Community College