SHAUNNA HEYWOOD-ALLYN
Strasburg,CO
Summary
Customer service professional experienced with inbound and outbound customer service. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
31
31
years of professional experience
Work History
Customer Service Manager
Viking Supply Net
06.2021 - 12.2023
- Receives and processes orders, requests for quotation, returns, and credits in a manner consistent with company policies and standards
- Work with sales, credit, inventory control, warehousing personnel, and other various departments to facilitate the needs of the customer
- Investigates order entry, shipping, and billing errors and coordinate solutions with the appropriate departments by taking ownership of the situation
- Follows up with customers to ensure they are kept informed of the status of their request
- Maintains relationships with customers and suppliers
- Handles additional tasks necessary to fulfill the needs of the company and the customer.
911 Operator/Dispatcher
City of Thornton
Thornton, CO
07.1996 - 06.2021
- Answered and monitored both 911 and non-emergent calls for Police, Fire and EMS and dispatched the proper responding units to the incoming calls
- Assigned as the Training Coordinator
- Schedule assistant
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate services.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Enhanced communication between first responders and the public by providing clear, concise information during high-stress situations.
- Clearance with CBI to run clearances on CCIC/NCIC for Officer’s on people/vehicles/items (with serial numbers)
- Monitored cameras and alarms associated with the holding cells for prisoners as well as cameras and alarms located throughout the Police Department
- Assisted in the development of training materials for new 911 operators, promoting consistent quality standards across the team.
- Other dispatch/911 operator responsibilities including, but not limited to, frequently being left to supervise the dispatch center when necessary.
Lead Teller
Wells Fargo
Aurora, CO
01.1993 - 02.2008
- Supervised 8-10 employees
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Monitored and handled customer complaints
- Managed large amounts of cash
- Responsible for overseeing the balancing of each drawer for the tellers, as well as balancing the cash vault at the end of day
- Responsible for both opening and closing of the bank
- Provided reports to upper-level management on the performance and accuracy of each teller
- Trained new hires on customer service policies and procedures.
Education
Bennett High School
Bennett, CO05.1991
Skills
- Problem Solving/Investigating skills
- Multi-tasking
- Accuracy
- Organizational skills
- Call Center Operations
- Excellent Customer Service
- Emergency Medical Instruction
- Information Gathering and Relay
- Data Entry Proficiency
- Word/Excel/Outlook
Timeline
Customer Service Manager
Viking Supply Net
06.2021 - 12.2023
911 Operator/Dispatcher
City of Thornton
07.1996 - 06.2021
Lead Teller
Wells Fargo
01.1993 - 02.2008
Bennett High School
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