Shannon Lokas
North Liberty,Iowa
Summary
Conscientious and detailed oriented individual lending to an earned reputation for dependability, integrity, and professionalism. Organization and attention to details through preparation and follow through. Enhance prompt, knowledgeable decision making and beneficial problem solving. Cash handling: Balancing of assigned drawers, petty cash, receipt reconciliation, invoicing and balancing of accounts receivable. Customer liaison between management and vendors. Proven to work independently.
Overview
14
14
years of professional experience
Work History
Customer Service Call Center Representative
Transamerica Retirement Solutions
03.2017 - 10.2019
- Managed high-volume inbound calls, ensuring customer inquiries were addressed promptly and effectively.
- Resolved complex customer issues by employing problem-solving skills and product knowledge.
- Trained new representatives on call center protocols and customer service best practices.
Sr. Specialist, Customer Service (CFPB)
General Dynamics IT
12.2013 - 02.2017
- Member of the Stakeholder Services team performing tagging and scrubbing on closed consumer cases
- Tagging - assigning key words to consumer narratives that aid in data extraction and analysis.
- Scrubbing - redacting actual and potential personal identifying information (PII) from cases that may be made public on the website.
Office Manager/Owner
Freddy's Flooring
03.2006 - 06.2016
- Developed and maintained filing systems to streamline document retrieval processes.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Call Center Customer Service Rep (CFPB)
General Dynamics IT
02.2013 - 12.2013
- Resolved customer inquiries efficiently via phone, ensuring high satisfaction levels.
- Collaborated with team members to improve service protocols and response times.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Call Center Health Care Representative
General Dynamics IT
10.2010 - 02.2013
- Managed high call volumes while maintaining quality and service standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided exceptional service by demonstrating empathy towards customers'' situations, building trust and loyalty.
Customer Service Associate/Cashier Assistant
Coldwater Creek
03.2008 - 12.2010
- Processed customer transactions efficiently and accurately, ensuring a smooth checkout experience.
- Provided exceptional service by addressing customer inquiries and resolving issues promptly.
- Managed cash register operations, maintaining accurate cash handling procedures.
Front Desk Coordinator
VJ Engineering
09.2006 - 05.2007
- Managed front desk operations, ensuring efficient communication between clients and engineering teams.
- Coordinated scheduling for client meetings, optimizing resource allocation and time management.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
High School Diploma -
Moline Senior High School
Moline, IL06.1990
Skills
- Experienced in Windows software environments
- Experienced in utilizing Microsoft Office tools
- Experienced in utilizing Microsoft Outlook for effective communication
Timeline
Customer Service Call Center Representative
Transamerica Retirement Solutions
03.2017 - 10.2019
Sr. Specialist, Customer Service (CFPB)
General Dynamics IT
12.2013 - 02.2017
Call Center Customer Service Rep (CFPB)
General Dynamics IT
02.2013 - 12.2013
Call Center Health Care Representative
General Dynamics IT
10.2010 - 02.2013
Customer Service Associate/Cashier Assistant
Coldwater Creek
03.2008 - 12.2010
Front Desk Coordinator
VJ Engineering
09.2006 - 05.2007
Office Manager/Owner
Freddy's Flooring
03.2006 - 06.2016
High School Diploma -
Moline Senior High School
Operational
- Managed the day-to-day business functions including inventory control, bookkeeping, and vendor relations.
- Monitor office supplies and equipment and rectify account problems.
- Managed schedules and confirmed appointments for entire team.
- Assisted in research and development to maintain superior consumer relations.
- Created and updated advertising and marketing materials.
- Participated in sales and marketing at trade shows and individual client settings.