Shannon Macklin
Jackson
Summary
Adept at fostering customer loyalty and enhancing team performance, my tenure at Comcast showcased my ability to resolve customer issues with empathy and efficiency, leading to significant improvements in customer satisfaction. My expertise in Microsoft Office and exceptional teamwork skills have been pivotal in developing training materials and streamlining processes, contributing to a culture of continuous improvement and high-quality service.
I'm a Customer service professional with deep understanding of customer needs and commitment to delivering high-quality support. Proven ability to improve customer satisfaction through effective problem resolution and proactive communication. Known for strong collaboration skills, reliability, and adaptability in dynamic situations.
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist
Comcast
04.2017 - Current
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
Customer Service Representative
Virgin America
05.2016 - 12.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Kept up-to-date on flight schedules to provide accurate information for travelers seeking assistance.
- Assisted passengers with special needs, ensuring a comfortable and stress-free travel experience.
- Processed ticket sales accurately, ensuring correct fare calculations and efficient booking procedures were followed.
Subject Matter Expert
Xerox Silverscript
06.2014 - 05.2016
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Developed comprehensive knowledge base for easy access by all team members, significantly reducing onboarding time.
- Boosted team morale and productivity through effective leadership and clear communication.
- Facilitated workshops to disseminate best practices across organization, leading to improved efficiency.
Education
Bachelor of Arts - General Studies
Jackson State University
Jackson, MS06-2025
Associate of Arts - General Studies
Hinds Community College
Jackson,MS06-2012
Skills
- Teamwork and collaboration
- Understanding customer needs
- Customer service
- POS systems and ordering platforms
- Customer retention strategies
- Quality control
- De-escalation techniques
- Problem resolution
- Billing adjustments and refunds
- Following scripts
- LiveChat messaging
- Microsoft office
- Data evaluation
- Regulatory compliance
- Order fulfillment
- Calm under pressure
- Professional telephone demeanor
- Account updates
- Customer data confidentiality
- Issue and complaint resolution
- Call metrics
- Call documentation
- Calm and professional under pressure
- Sales expertise
- Office equipment proficiency
Timeline
Customer Experience Specialist
Comcast
04.2017 - Current
Customer Service Representative
Virgin America
05.2016 - 12.2016
Subject Matter Expert
Xerox Silverscript
06.2014 - 05.2016
Bachelor of Arts - General Studies
Jackson State University
Associate of Arts - General Studies
Hinds Community College
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