Shantel Mackintosh
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Preservation Tree Care
Sheridan, Co
07.2023 - 05.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered Emails, Text messages and voicemails from all customers and vendors
- Schedule appointments, route all technician appointments,
- Manage all proposals make outbound calls to secure all appointments and go over proposals
- Schedule Xcel energy to bundle trees, also schedule vendors to do Stump grinding pick up
- Accounting and invoicing , collections,
- Answer all inbound calls make outbound calls using Single ops software.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Lead Customer Service Representative
Shield Companies
Centennial, CO
06.2015 - 05.2023
- Dispatched Technicians to appointments in urgency order
- Dispatched Technicians to relay messages out in the field to maintain great communication between office and customer
- Schedule appointments, Create Routes and Schedule all Technicians routes 1 month in advance
- Answer all inbound calls, make outbound calls to customers'
- Return all Customer, emails, voicemails, and text messages in a professional manner
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival
- Coordinated patient scheduling, check-in, check-out and payments for billing
- Managed multi-line phone system and pleasantly greeted patients
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians
- Entered data from pet records and office visits into computer system.
Lead CSR
Waste Management
04.2013 - 04.2015
- 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.
- Responded to customer requests for products, services, and company information.
- Sales skills
Education
GED -
North High School
Denver, COSkills
- Upbeat and Positive Personality
- Appointment Scheduling
- Escalation Management
- Multi tasker
- Calm and Professional Under Pressure
Timeline
Customer Service Representative
Preservation Tree Care
07.2023 - 05.2024
Lead Customer Service Representative
Shield Companies
06.2015 - 05.2023
Lead CSR
Waste Management
04.2013 - 04.2015
GED -
North High School