Shannon Williams
Dallas,TX
Summary
Seasoned Customer Service professional with 13 years of experience, adept at enhancing customer satisfaction and resolving complex issues. Proven track record in client support, account management, and sales growth across various customer-facing roles. Seeking to leverage expertise and dedication to excellence in a Customer Specialist position.
Overview
14
14
years of professional experience
Work History
Home Health Care Provider
Unn Home Health Agency
06.2016 - Current
- Facilitate client transportation to appointments and manage errands, ensuring consistent support with wellness and daily activities
- Oversee medication administration and assist with personal hygiene to maintain client health and quality of life
- Provide mental and emotional support to clients while ensuring a clean and orderly living space, contributing to overall client satisfaction and safety
Customer Service Representative
Neiman Marcus Distribution
05.2023 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Handled customer inquiries about products, services, and company details.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Logistics driver
Amazon
02.2022 - 12.2022
- Safely operated commercial vehicles to deliver packages, meticulously adhered to delivery schedules, and maintained a strong focus on customer satisfaction while upholding Amazon's standards for safety and efficiency
Customer Service Representative
TRC Staffing Services Inc.
09.2015 - 10.2017
- Documented customer interactions, ensuring accurate tracking of inquiries and resolutions while efficiently escalating complex issues
- Analyzed customer accounts to identify and address current concerns, and communicated billing procedures to facilitate payment processing and support financial transactions
- Evaluated customer requirements to recommend appropriate products and services, enhancing customer satisfaction and contributing to sales growth
Customer Service Representative
Mannatech
06.2013 - 03.2016
- Addressed and resolved discrepancies in order delivery, ensuring accurate fulfillment while maintaining customer satisfaction
- Enhanced sales by identifying customer needs and recommending additional products and services
- Recorded customer interactions for quality assurance, and provided information on promotions and company services to educate callers
Customer Service Associate
Radio Shack Corporation
10.2010 - 04.2013
- Provided efficient and informed customer support by addressing inquiries, documenting interactions, and resolving service issues to foster positive client relationships
- Facilitated customer account management by processing payments and arranging payment plans, contributing to the achievement of service goals
Education
Some College - Customer Service Management
Southern California Regional Occupational College
Los Angeles, CAHigh School Diploma -
Hollywood Senior High School
Los Angeles, CA06.1989
Skills
- Organizational Skills
- Multitasking
- Conflict Resolution
- Microsoft Office
- Friendly, Positive Attitude
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Call center operations
- Microsoft outlook
- Call management
- Appointment scheduling
- Order processing
- Documentation
- Microsoft Office Suite
- Data collection
- Microsoft PowerPoint
- Quality control
- Live chat support
- Order fulfillment
- Office equipment proficiency
- Stock management
- Quality assurance controls
- Shipping and logistics
- Warehousing functions
Timeline
Customer Service Representative
Neiman Marcus Distribution
05.2023 - 12.2024
Logistics driver
Amazon
02.2022 - 12.2022
Home Health Care Provider
Unn Home Health Agency
06.2016 - Current
Customer Service Representative
TRC Staffing Services Inc.
09.2015 - 10.2017
Customer Service Representative
Mannatech
06.2013 - 03.2016
Customer Service Associate
Radio Shack Corporation
10.2010 - 04.2013
Some College - Customer Service Management
Southern California Regional Occupational College
High School Diploma -
Hollywood Senior High School
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