Shauna Kopsian
Cartersville,Georgia
Summary
Hardworking and passionate customer service professional with extensive experience in the industry seeking a part-time position for Remote Customer Service Representative. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
27
27
years of professional experience
Work History
Live-In Caregiver
Self Employed Services
02.2016 - 07.2022
- Assisted with daily living activities, running errands, and household chores.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Transported client to and from medical appointments with safety and efficiency.
- Monitored clients overall health and well-being and noted significant changes.
- Entrusted to handle confidential and sensitive situations in professional matter.
Customer Care Supervisor for CFS Operations
R & M Freight
4 2002 - 5 2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with customers to identify needs and expectations.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Verified accuracy of customs documentation for shipping and receiving of all import/export freight.
- Observed and tracked consignments to verify timely deliveries and accurate invoicing.
- Managed timely and effective replacement of damaged or missing products.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions and requesting escalation for unresolved issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Office Manager
Master Brew Beverages Inc.
03.1995 - 04.2002
- Oversaw and managed 25+ employees in a busy call center environment.
- Established workflow processes and assisted with customer orders and employee truck inventory.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- 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.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
High School Diploma -
Glenbrook South High School
Glenview, IL05.1995
Skills
- Customer Relations and Account Management
- Sales Report Generation
- Administrative and Office Support
- Strong Telephone Etiquette and Call Control
- Order and Refund Processing
- Calm and Professional Under Pressure
- Troubleshooting and Resolution
- Freight Operations for Import/Export
- Managing Multiple Tasks
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Live-In Caregiver
Self Employed Services
02.2016 - 07.2022
Office Manager
Master Brew Beverages Inc.
03.1995 - 04.2002
Customer Care Supervisor for CFS Operations
R & M Freight
4 2002 - 5 2009
High School Diploma -
Glenbrook South High School
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