Shannon Norris
Anderson,IN
Summary
Dynamic Operations Coordinator at Wickman Worldwide Services with a proven track record in conflict resolution and logistics coordination. Enhanced customer satisfaction through effective problem-solving and relationship building, leading to increased loyalty. Proficient in Microsoft Excel, adept at managing high-volume inquiries while maintaining professionalism under pressure.
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
13
13
years of professional experience
Work History
Operations Coordinator
Wickman Worldwide Services
08.2012 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving skills.
- Managed high-volume call queues while maintaining quality standards in customer interactions.
- Collaborated with cross-functional teams to address complex customer concerns promptly and effectively.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Process US Customs documentation for compliance
- Maintain relationships with companies from other countries to assist clients with their moves overseas.
- Schedule steamship line containers, truckers and moving crews to assist with shipper's moves.
Education
High School Diploma -
Winchester Community High School
Winchester, INSkills
- Scheduling management
- Project scheduling
- Administrative management
- Logistics coordination
- Conflict mediation
- Risk management
- Forecasting
- Operations management
- Project management
- Customer relations
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
Timeline
Operations Coordinator
Wickman Worldwide Services
08.2012 - Current
High School Diploma -
Winchester Community High School