Shannon Schlaffer
Kendall,NY
Summary
An organized and motivated customer service professional with 6+ years experience in customer relations. A dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Aiming to use proven customer service background and communication skills to effectively fulfill the requirements of this Customer Service Position.
Overview
19
19
years of professional experience
3
3
years of post-secondary education
Work History
Stay-At-Home Parent
Myself
10.2012 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Managed household and family responsibilities, including child care, housekeeping, remodeling, and all finances.
- Organized and planned all family activities and events.
- Developed strong organizational and time management skills.
Child Care Provider
Jessica Kalpin
02.2018 - 09.2024
- Was responsible for 3 children under 6 years old.
- Developed strong relationships with the family, providing regular updates on child progress and establishing trust.
- Developed age-appropriate activities and crafts to engage children.
Owner of Grain and Grove Market
Myself/Business Partner
10.2018 - 01.2020
- Created unique handcrafted wood signs and home decor per customers customization.
- Managed day-to-day business operations.
- Developed extremely strong customer service skills while fulling customers custom requests to ensure product was exactly what the customer wanted.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Organized and attended trade shows and special events to showcase products.
- Increased customer satisfaction by providing exceptional service.
- Interacted well with customers to build connections and nurture relationships.
Customer Service Telephone Banker
JP Morgan Chase Bank
11.2008 - 10.2011
- Handled over 100 incoming telephone calls from customers per day.
- Helped customers complete mortgage payments over the phone, provided information to customers about status or issues with their mortgage, helped complete online banking services, provided information of what was needed to bring account current.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Provided empathy and possible solutions for customers in tough situations.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
Secretary
Hamlin Beach State Park
05.2005 - 05.2008
- Handled a high volume of customer request, resolved customer complaints and needs in a professional efficient manner.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled reservations and conducted follow-up calls to clients.
- Processing customer payments for facility use over the phone or in person.
- Maintaining a neat/clean highly organized esthetically pleasing office.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Dispatched for Park Police and Park employees.
- Assisted with event coordinating for all park events including booking entertainment.
- Maintaining communication with customers through a variety of means: telephone, fax, email, or in person.
Education
Monroe Community College
Rochester, NY 09.2004 - 05.2007
High School Diploma -
Kendall Central School District
Kendall06.2004
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Dependable and Responsible
- Multitasking
- Excellent Communication
- Computer Skills
- Organizational Skills
- Verbal Communication
Timeline
Owner of Grain and Grove Market
Myself/Business Partner
10.2018 - 01.2020
Child Care Provider
Jessica Kalpin
02.2018 - 09.2024
Stay-At-Home Parent
Myself
10.2012 - Current
Customer Service Telephone Banker
JP Morgan Chase Bank
11.2008 - 10.2011
Secretary
Hamlin Beach State Park
05.2005 - 05.2008
Monroe Community College
09.2004 - 05.2007
High School Diploma -
Kendall Central School District