Shannon J. Jordan
Lithonia,Ga
Summary
Too obtain a rewarding and challenging position with a company that offers knowledge, responsibility, growth and professionalism Enthusiastic Retail Service Specialist with many years of multi-faceted experience meeting customer needs at retail chain store. Patient, detail-oriented retail service expert with listening and analysis skills to point customers to ideal products, win return business and exceed sales goals consistently. Dedicated to mastery of store products, services, and policies for optimum customer service.
Overview
19
19
years of professional experience
Work History
Retail Customer Service Associate
Prime Communications
Stone Mtn, GA
06.2024 - Current
- Listens closely to customers: understands, paraphrases, and prioritizes customer needs, then provides appropriate solutions
- Supports customers with live contact related questions, restricted account actions, and concessions approvals
- Performing opening and closing procedures, such as unlocking or locking the store, setting up or shutting down cash registers, and securing the store premises
- Balancing cash registers at the beginning and end of shifts, reconciling cash drawers, preparing bank deposits, and maintaining accurate records of transactions
Retail Customer Service Associate
Cricket Wireless
Stone Mtn, GA
10.2020 - 01.2022
- Listens closely to customers: understands, paraphrases, and prioritizes customer needs, then provides appropriate solutions
- Supports customers with live contact related questions, restricted account actions, and concessions approvals
- Performing opening and closing procedures, such as unlocking or locking the store, setting up or shutting down cash registers, and securing the store premises
- Balancing cash registers at the beginning and end of shifts, reconciling cash drawers, preparing bank deposits, and maintaining accurate records of transactions
Lead (Key Holder)- Customer Service Associate
Dollar General
Stone Mtn, GA
08.2018 - 09.2020
- Providing exceptional customer service, ensuring a positive shopping experience
- Balancing cash registers at the beginning and end of shifts, reconciling cash drawers, preparing bank deposits, and maintaining accurate records of transactions
- Monitoring for theft or fraudulent activity, following loss prevention procedure
- Assisting with inventory management tasks, such as stocking shelves, replenishing merchandise, conducting inventory counts, and identifying shortages or discrepancies
- Performing opening and closing procedures, such as unlocking or locking the store, setting up or shutting down cash registers, and securing the store premises
Quality Assurance Performance Supervisor
Elam Communications
08.2013 - 01.2017
- Live listening to calls and feed-backing to agents
- Review recorded calls and feedback to agents regarding findings of the call
- Translate the calls and the feedback
- Assist is trainings, host meetings in dual languages, review and feedback Customer Survey, Give authorizations for GoodWill Credits
- Have one-on-one meetings with agents and coach to their metrics and goals
- Help team establish goals and meet them
- Assist with positioning on calls
- Attend calibration meetings
Senior Customer Service Billing Specialist
Verizon Wireless
Alpharetta, GA
01.2006 - 09.2010
- Effectively negotiated credits and manually processed complex rerates
- Handled a high volume of inbound customer calls
- Researched and resolved billing and account inquiries and discrepancies
- Confidently and strategically positioned Verizon Wireless products and services while proactively servicing the customer
- Serviced and facilitated troubleshooting equipment issues
- Assisted in the Job Immersion new hire training program which mentors newly hired care representatives to assist in the transition from training to production
Education
Criminal Justice -
Georgia Piedmont Technical Institute
12-2024
Paralegal Studies -
Dekalb Technical Institute
12.2006
High School Diploma -
Stone Mountain High School
Stone Mtn, GA07.2000
Skills
- Effective communicator
- Strategic relationship building
- Problem solving
- Upselling strategies
- Spreadsheet navigation
- Google Docs/Drive
- Microsoft Office Suite
- Point of sale systems
- Financial Transaction Handling
Timeline
Retail Customer Service Associate
Prime Communications
06.2024 - Current
Retail Customer Service Associate
Cricket Wireless
10.2020 - 01.2022
Lead (Key Holder)- Customer Service Associate
Dollar General
08.2018 - 09.2020
Quality Assurance Performance Supervisor
Elam Communications
08.2013 - 01.2017
Senior Customer Service Billing Specialist
Verizon Wireless
01.2006 - 09.2010
Criminal Justice -
Georgia Piedmont Technical Institute
Paralegal Studies -
Dekalb Technical Institute
High School Diploma -
Stone Mountain High School
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