SHANNON DAWN ROSE
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Midwest City,OK
Summary
Dedicated Dependable and Client-Focused with a proven track record of exceeding customer expectations by successfully de-escalating high-stress customer interactions. Proven ability to resolve issues and continue to build strong customer relationships. Consistently recognized for outstanding customer service and brand loyalty, earning multiple awards and bonuses based on performance as acknowledged by Team Leads, Coaches and Management.
I am eager to contribute my skills and dedication to your company immediately.
I am highly adaptable and available for flexible work schedules, including evenings and weekends if needed! I am confident that I will be a valuable asset to your company.
Overview
14
14
years of professional experience
Work History
OWNER/OPERATOR
SHANNONS AFFORDABLE TREASURES
06.2016 - 10.2024
- Customer-Focused previous business owner/operator with extensive experience in sales, customer relations and business management.
- Implemented cost-control measures for increased profitability.
- Trained staff in customer interaction best practices to improve service delivery.
- Managed day-to-day business operations.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Developed and executed social media marketing strategies, generating leads and closing sales through effective phone communication and value-added services such as complementary delivery.
REMOTE CUSTOMER SERVICE REPRESENTATIVE
ALPINE ACCESS/GE RETAIL BANK
09.2010 - 05.2016
- Managed high-volume call flow, handling credit card transactions, account openings and fee waivers for four major retail brands.
- Wright Business School graduate with corporate office experience at Homeland, possessing certifications in Computer Office Skills (including advanced typing up to 50 WPM), Professional Development, and Business Management.
- Consistently recognized for outstanding customer service and brand loyalty, earning multiple awards and bonuses based on performance as acknowledged by team leads, coaches and management.
- Active Listening with the ability to de-escalate tense situations calmly and professionally with empathy and compassion also the ability to connect with customers on an emotional level showing genuine understanding.
- Provided technical support and successfully identified upselling opportunities to enhance customer satisfaction and sales.
Education
Professional Administrative Secretary - Business Management
Wright Business College
Oklahoma City, OK04-1994
Skills
- Strong Communication Skills written and verbal
- Strong Problem-Solving Skills
- Critical Thinking and Conflict Resolution
- Adaptability and Flexibility
- 6 Years working Remotely as a Customer Service Representative
- Typing Speed (50 WPM)
- Proficiency with common software: Microsoft Office Suite, Word, Excel, Powerpoint, Outlook and Libre Office
- Communication Tools: Zoom and Microsoft Teams
- Troubleshooting
- Empathy can understand and relate to customers feelings
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
Bankers Edge Certified
Office Computer Skills Certified
Professional Development Certified
Wright Business College certificate of completion Required Typing (my typing speed 50 WPM)
Timeline
OWNER/OPERATOR
SHANNONS AFFORDABLE TREASURES
06.2016 - 10.2024
REMOTE CUSTOMER SERVICE REPRESENTATIVE
ALPINE ACCESS/GE RETAIL BANK
09.2010 - 05.2016
Professional Administrative Secretary - Business Management
Wright Business College
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