Shannon Riddle
De Leon Springs,FL
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and sales growth, notably at Viking Supply Network. Excelled in problem-solving and active listening, leading to high retention rates and positive client feedback. Skilled in JDE and AutoCad, consistently exceeded performance metrics, contributing to team success through effective training and mentorship.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Viking Supply Network
06.2007 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Worked with local Fabrication company (Piping Systems) prior to the Apopka fab shop opening and assisted with loose material orders, coordinated delivery of both Fab and Loose to customer's jobsite
Customer Service Representative
Central Sprinkler Company (Tyco)
04.2002 - 06.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Education
AutoCAD Certification - Systems Design
Sheridan Hills Technical College
Hollywood, FL04.2011
Associate of Arts - Business
Broward Community College
Pembroke Pines, FL06.2010
High School Diploma -
Hallandale High School
Hallandale, FL06.1996
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Follow-up skills
- Product Knowledge
- Order Processing
- JDE proficiency
- AutoCad Certification
Timeline
Customer Service Representative
Viking Supply Network
06.2007 - Current
Customer Service Representative
Central Sprinkler Company (Tyco)
04.2002 - 06.2007
AutoCAD Certification - Systems Design
Sheridan Hills Technical College
Associate of Arts - Business
Broward Community College
High School Diploma -
Hallandale High School
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