SHANTINE SHOPSHIRE
Lithonia,GA
Summary
Personable and dedicated Customer Service Representative with extensive experience in account management industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Aviation Logistics Customer Service Representative
Atlantic Aviation
Atlanta, GA
04.2023 - Current
- Opened and maintained customer accounts with current billing information.
- Took special orders in person and over telephone, generating additional revenue every month.
- Strengthened customer retention by offering discount options.
- Managed correspondence and request via email and Flightbridge.
- Increased customer satisfaction ratings [100]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Copied, sorted and filed records of office activities and business transactions.
- Collected, counted and disbursed money to complete basic bookkeeping and banking transactions.
- Operated photocopiers and scanners, facsimile machines and personal computers.
Warehouse Worker
Amazon
Atlanta, GA
01.2021 - 04.2023
- Maintained stock levels in accordance with company policies.
- Maintained accurate inventory records using computerized tracking systems.
- Followed established guidelines for picking orders accurately.
- Assembled orders according to customer requests.
- Operated scanners, computers, and other equipment to track orders.
- Packaged items carefully using protective materials like bubble wrap or foam sheets.
Certified Nursing Assistant
Emory University Hospital
Atlanta, GA
11.2012 - 09.2019
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Provided emotional support to family members regarding end-of-life decisions.
- Transported patients to treatment units, using wheelchair or stretcher.
- Responded quickly to emergency situations involving sudden illness or injury.
- Participated in educational programs related to nursing assistant skills development.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Observed patients for any changes in their physical or mental condition.
Education
Certified Nursing Assistant - Nursing Fundamentals
Atlanta Technical College
Atlanta, GA04-2001
Skills
- De-Escalation Techniques
- Account Management
- Regulatory Compliance
- Call Documentation
- Customer Service
- Needs Assessment
- Upselling
- Payment Processing
- Policy and Procedure Adherence
- Friendly and Outgoing
- Excellent communication skills
- Problem-Solving
- Multi-tasking strength
Accomplishments
Exceeded customer service survey targets. Awarded an official Atlantic Aviation NorthFace vest for recognition of hard work and customer service targets. Awarded gift cards for reaching customer service quotas.
Affiliations
Volunteer with Atlanta Food Bank, distributing food and helping in the community garden.
Certification
Certified Nursing Assistant
Timeline
Aviation Logistics Customer Service Representative
Atlantic Aviation
04.2023 - Current
Warehouse Worker
Amazon
01.2021 - 04.2023
Certified Nursing Assistant
Emory University Hospital
11.2012 - 09.2019
Certified Nursing Assistant - Nursing Fundamentals
Atlanta Technical College