SHANNON SPATES
San Diego,CA
Summary
I have 18 years with my current employer, first over 11 in sales and over 6 in customer service. I am seeking to branch out for new opportunities and growth.
Highly energetic, reliable and personable with a very strong work ethic, goal driven and very passionate about giving customers a great experience and rectifying any issues to rectify bad situations and win back the customers' trust. Previously 14 years in the hospitality field and now 18 years in retail for a highly successful 47 year old company. In sales I consistently exceeded sales goals both in furniture, bedding and warranty plans for 11 1/2 years. In both fields excelled by developing relationships with customers who consistently came back to only work with me and most of our vendors. Trained new sales people, created training SOP's. I have had several positions in customer service from taking calls to communications, which entailed responding to reviews to doing payment center in our customer service center. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Mor Furniture
SAN DIEGO, California
02.2018 - Current
My experience with Mor Furniture in sales for over 11 years has given me great insight into how best to assist customers in customer service for the last year. Taking care of delivery issues, warranty claims with both Furniture Care Protection Company as well as Valspar. Correcting common errors made by sales that I am able to help with because of my experience in the business. I am also able to train people on Customer service because of my years of product and warranty knowledge. I work with the warehouses and 37 stores in 7 states.
I have cross trained in payment center and frequently fill in there, converting website orders and calling customers to process phone orders.
I train new employees and due to my extensive experience in so many areas of our company.
Due to my vast knowledge of this company, the furniture business and customer service as well abilities to act in the same capacity as a manager in most cases have achieved the position and title of Sr. Customer Service Representative.
- Achieved high-quality assurance and Surveys
- Obtained information to resolve customer inquiries
- Investigated and resolved billing and service discrepancies
Sales Professional
Mor Furniture
San Diego, CA
08.2006 - 2 2018
As a salesperson I
- Identified and approached potential customers and gave them a buying experience that was very educational and specific to the needs I learned they had through a process of personalization and qualification.
- Our sales techniques and a main cornerstone of our company's mission statement was based upon Steven Covey's 7 Habits of Highly Effective People.
- Presented quotations with clear pricing information and deliverables specifications.
Education
Some College (No Degree) -
College Of The Desert
Palm Desert CA Skills
- Builds strong relationships with co-workers, vendors, and partner companies to have great knowledge of both our company and gaining access to all avenues to the best solutions
- Always willing to take the initiative and go the extra mile to make sure things are done with accuracy and precision
- Strong sense of integrity in my work
- Someone co-workers seek out for advice and information
- Someone whom our warehouse staff, sales management, furniture company representatives and protection plan company management seek out for advice work together with due to my experience
- Eager to try and learn new things
- Succeeded in a fiercely competitive sales field for over 11 years
- Always available to help new employees and customers with any issues that arise
Accomplishments
I am experienced, efficient reliable and extremely results driven. I pride myself on being the last person the customer needs to contact in situations where they have been dealing with a problem that has gone unsolved. I will dig deep and not drop the ball and won't stop until we find the answers to help the customer reach a viable solution that is both good for them and our company. I have received commendations for my performance and recognitions for my abilities in turning around a multiple negative reviews when I was in charge of responding to reviews for the last couple years, as well as for my handling of unpleasant situations. In regards to sales, I performed very well in meeting quotas and ranking high in sales most months even while also receiving great social media reviews, surveys and accolades from customers and peers.
In Customer service one of my main responsibilities have been Podium, a platform where I responded to all 3 star or less reviews and answer customer service messages in a chat form for everything from customer service issues, to questions about deliveries and product, placing parts orders, as well as answering customer service emails. At this time I have returned to answering calls in our call center where there is greater need for a knowledgeable veteran to assist with our limited staff.
Timeline
Customer Service Representative
Mor Furniture
02.2018 - Current
Sales Professional
Mor Furniture
08.2006 - 2 2018
Some College (No Degree) -
College Of The Desert