Hi, I’m
SHAUNTEL LOWERY
Joiner,Arkansas
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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
years of professional experience
Work History
VERIZON
CUSTOMER SERVICE REP
04.2020 - Current
Job overview
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Promoted available products and services to customers during service, account management, and order calls.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
WALMART
FRONTEND TEAM LEAD
10.2014 - 03.2021
Job overview
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Worked different stations to provide optimal coverage and meet production goals.
- Built strong relationships with customers through positive attitude and attentive response.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
Church's Chicken
Store Manager
05.2004 - 03.2015
Job overview
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Supervised guests at front counter, answering questions regarding products.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Approved regular payroll submissions for employees.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Interacted well with customers to build connections and nurture relationships.
Education
RIVERCREST HIGH SHOOL
FBLA
DIPLOMA
University Overview
National Honor’s Society Gpa, GPA: 3.7
ARKANSAS STATE UNIVERSITYJonesboro, Ark
No Degree from GENERAL STUDIES
05.2003
Skills
- Active Listening
- Order Fulfillment
- Business Development Understanding
- Lotus Notes
- Freight Operations
- Sales Expertise
- Microsoft Excel
- Retail Sales Customer Service
- Call Center Operations
- Closing Sales
Timeline
CUSTOMER SERVICE REP
VERIZON
04.2020 - Current
FRONTEND TEAM LEAD
WALMART
10.2014 - 03.2021
Store Manager
Church's Chicken
05.2004 - 03.2015
RIVERCREST HIGH SHOOL FBLA
DIPLOMA
ARKANSAS STATE UNIVERSITY
No Degree from GENERAL STUDIES
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