Shawn Smith
Alexander,AR
Summary
Dedicated customer support coordinator with proven skills in multitasking, relationship building, and decision-making. Enhanced operational efficiency and customer loyalty through effective complaint resolution and training program development.
Overview
18
18
years of professional experience
Work History
Coordinator, Customer Support (Level 2 Support)
Interface Security Systems
St Louis, MO
10.2007 - Current
- Coordinated cross-functional teams to enhance operational efficiency and streamline project execution.
- Developed and implemented training programs for new staff, improving onboarding processes.
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
High School Diploma -
Beakmantown High School
Beekmantown, NY05-1987
Skills
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
- Work Planning and Prioritization
- Relationship building
- Discretion and confidentiality
- Scheduling and calendar management
- Recordkeeping
- Project assistance
Timeline
Coordinator, Customer Support (Level 2 Support)
Interface Security Systems
10.2007 - Current
High School Diploma -
Beakmantown High School