Summary
Overview
Work History
Education
Skills
Timeline
Additional Information
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Shannon Whitehead

Newport

Summary

Dynamic professional dedicated to ensuring customer satisfaction through exceptional service and unparalleled support. Expertise in leveraging customer service best practices while exploring innovative solutions to effectively meet diverse customer needs. Recognized as an insightful mentor with a proven track record of enhancing operations through effective employee motivation strategies and robust policy enforcement. A talented leader with a strong analytical approach to business planning and daily problem-solving, consistently driving results and fostering a positive work environment.

Overview

18
18
years of professional experience

Work History

Customer Service Representative - Escalations Specialist

La-Z-Boy Incorporated
02.2021 - Current
  • Proficient in Microsoft Office 365
  • CxOne, JD Edwards, RMS
  • Closer for the payment team
  • Re-Formatted the Product Support check process
  • C3 payment subject matter specialist
  • Training Assistant/Mentor
  • Admin Trainer/Re-Formatted the training process for admins
  • Excellent and efficient customer service
  • Ability to multitask through different forms of customer contacts at once to lower workload
  • Excellent Customer service skills
  • Ability to deescalate customers
  • Mentor & Coach lower level CER’s as well as de-escalate customers
  • Responded to customer requests for products, services, and company information.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Home Health Aide

Health Partners Inc.
10.2019 - 02.2020
  • Clean, organization, on task/client schedule, go beyond for clients, kept client calm and focused
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Assisted disabled clients to support independence and well-being.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Provided transportation and appointments management.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.

Workforce Development Specialist

Goodwill Industries
10.2015 - 08.2017
  • Proficient in Microsoft Office 365
  • Provided excellent customer service, collaborated with clients with disabilities
  • Provided stability, safety, cleanliness, and routine for clients
  • Taught training modules, promote appropriate attire, hygiene, and work ethics
  • Coordinate and monitor operations at community worksites, such as HBH
  • Prepared clients for work in the community
  • Prepared billing statements, completed payroll for clients, and logged case notes
  • Notified employers and community organizations of workforce development programs and services.
  • Worked with 10-12 clients daily

Barista

Starbucks Coffee Co
09.2007 - 11.2012
  • Provided excellent customer service
  • Helped increase sales, cleaned store above standard
  • Created excellent beverages for customers, calmed situations
  • Satisfied customers and employer with their needs
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Controlled line and crowd with quick, efficient service.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.

Education

Associate of Applied Science Degree - Criminal Justice

ITT Technical Institute
Troy, MI
12.2012

Skills

  • Proficient in Microsoft Office 365
  • Windows
  • Digital communication platforms
  • JD Edwards, RMS, CxOne
  • Complaint resolution
  • Customer education
  • Call escalation
  • Time management
  • Creative problem solving
  • Call center experience
  • Punctuality and reliability
  • Multitasking and organization

Timeline

Customer Service Representative - Escalations Specialist

La-Z-Boy Incorporated
02.2021 - Current

Home Health Aide

Health Partners Inc.
10.2019 - 02.2020

Workforce Development Specialist

Goodwill Industries
10.2015 - 08.2017

Barista

Starbucks Coffee Co
09.2007 - 11.2012

Associate of Applied Science Degree - Criminal Justice

ITT Technical Institute

Additional Information

Best time to contact is between 9am and 3pm

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