SHANNON SIEBERT
Jamestown,NC
Summary
Over 16 years in customer service including office environment, call center, retail and independently from home. Confident, courteous and have ample experience communicating with customers in person, via phone, email and chat. Self-motivated and resourceful. Excellent written and verbal communication skills along with quick thinking problem solving and multitasking skills. An attentive listener and a keen eye for details. Quickly adapting to frequent work-related changes. Considered a qualified and experienced customer service expert who always maintains a high level of professionalism, by having patience and a pleasant tone to sufficiently minimize and eliminate customer dissatisfaction.
Overview
11
11
years of professional experience
Work History
SENIOR RESOLUTION COORDINATOR
WALMART
10.2023 - Current
- Manage casework for all client reported complaints or issues with delivery orders by reviewing, investigating and providing white glove service & resolution via email & phone.
- Process reimbursements to clients billing accounts for valid delivery issues.
- Develop detailed reports on delivery drivers, for appropriate action on behalf of multiple clients.
- Provide Vendor/Seller support to multiple clients.
- Liaise with internal departments to address systemic issues & functions.
- Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
AGENCY SERVICES HELPDESK REPRESENTATIVE
LIBERTY MUTUAL INSURANCE COMPANY
06.2022 - 09.2023
- Managed high volume inbound calls from licensed insurance agents and occasionally policy holders
- Assisted licensed insurance agents with navigating the company's system to quote and modify policies
- Troubleshooted login issues for licensed insurance agents and occasionally policy holders
- Guided agents to find coverage information, access underwriting guidelines & eligibility requirements within the company's system
- Answered auto & property claims related questions for agents and policy holders
- Explained billing breakdowns, rate changes, fees/discounts and premium increases to insurance agents and policy holders
- Processed requested changes to policies on agents behalf that were unable to access system.
ESCALATION/RESOLUTION SPECIALIST
ALLSTATE INSURANCE COMPANY
11.2019 - 08.2022
- Facilitated the resolution of high level, escalated or sensitive customer complaints from all areas within Allstate to improve customer loyalty and provide final resolution
- Completed detailed investigation casework to determine root cause of complaint and assign appropriate coding
- Developed strong customer relationships through consistent communication, attentive service and diffused difficult conversations
- Delivered final resolution to customers via telephone, email, or written correspondence.
CUSTOMER SERVICE REPRESENTATIVE
AMERICAN AIRLINES
07.2013 - 10.2019
- Managed inbound, high level call volume in a call center environment 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.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted passengers with booking or changing flight reservations
- Frequently deescalated irate customers who may have been inconvenienced by flight irregularity
- Explained customer loyalty program benefits to existing and new passengers
- Provided resourceful information for passengers to have seamless travel.
Education
Bachelor of Business Administration - Entrepreneurship
Strayer University
12.2019
Associate Degree -
Guilford Technical Community College
12.2013
Skills
- Active Listening
- Attention to Detail
- Calm Under Pressure
- De-Escalation Techniques
- Dependable and Responsible
- Document Preparation
- Excellent Communication
- Flexible and Adaptable
- Friendly, Positive Attitude
- Multitasking
- Organization and Time Management
- Problem-Solving/Problem Resolution
- Professional ethics understanding
- Teamwork and Collaboration
Timeline
SENIOR RESOLUTION COORDINATOR
WALMART
10.2023 - Current
AGENCY SERVICES HELPDESK REPRESENTATIVE
LIBERTY MUTUAL INSURANCE COMPANY
06.2022 - 09.2023
ESCALATION/RESOLUTION SPECIALIST
ALLSTATE INSURANCE COMPANY
11.2019 - 08.2022
CUSTOMER SERVICE REPRESENTATIVE
AMERICAN AIRLINES
07.2013 - 10.2019
Bachelor of Business Administration - Entrepreneurship
Strayer University
Associate Degree -
Guilford Technical Community College
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