Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shauna Kopsian

Cartersville,Georgia

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. 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 and providing customized solutions to build loyalty.

Overview

28
28
years of professional experience

Work History

Live-In Caregiver

Self Employed Services
03.2015 - 06.2022
  • Assisted with daily living activities, running errands, and household chores.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Transported clients to and from medical appointments with safety and efficiency.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.

CFS - Consolidated Freight Station Supervisor

R & M Freight
05.2003 - 04.2008
  • Worked closely with personnel, customers, and contractors to resolve problems.
  • Motivated workers to exceptional performance through implementation of new strategies.
  • Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
  • Managed labor assignments and equipment allocations and met transportation, operations and production goals.
  • Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
  • Recommended measures to improve production methods, equipment performance and team operation and productivity.
  • Coordinated responses to emergencies by dispatching vehicles and bringing in additional personnel.
  • Reviewed orders, production schedules, blueprints and shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
  • Mastered enterprise resource planning and logistics and supply chain software and maximized material movement rate.
  • Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
  • Monitored and reviewed programming to guarantee met schedules, guidelines and quality performances.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Created customer support strategies to increase customer retention.
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
  • Worked with providers to define quality metrics and outcome reporting process.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Arranged transportation and documented details of discharge transition plans.

Administrative Assistant /Accounts Payable Associate

Bernard Katz & Associates
02.1999 - 05.2003
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Assisted development and implementation of new administrative procedures.
  • Liaised between clients and vendors and maintained effective lines of communication.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.
  • Drafted correspondence and other documents for CEO and department heads in company's voice.
  • Managed department budgets and generated financial reports for management review.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.

Customer Service Office Manager

Masterbrew Beverages Inc.
09.1994 - 02.1999
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

High School Diploma -

Glenbrook South High School
Glenview, IL
05.1995

Skills

  • Merchandise Orders and Exchanges
  • Customer Account Management
  • Call Control
  • Order and Refund Processing
  • Customer Inquiry Response
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Call Center Processes
  • Customer Relationship Management
  • Issue and Complaint Resolution
  • Adobe Systems Adobe Creative Cloud
  • Managing Multiple Tasks

Timeline

Live-In Caregiver

Self Employed Services
03.2015 - 06.2022

CFS - Consolidated Freight Station Supervisor

R & M Freight
05.2003 - 04.2008

Administrative Assistant /Accounts Payable Associate

Bernard Katz & Associates
02.1999 - 05.2003

Customer Service Office Manager

Masterbrew Beverages Inc.
09.1994 - 02.1999

High School Diploma -

Glenbrook South High School

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Shauna Kopsian