Summary
Overview
Work History
Education
Skills
Timeline
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Shawna Sullivan

Abilene

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. 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, ad providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Happy State Bank
06.2021 - Current
  • Provided primary customer support to internal and external customers.
  • Delivered prompt service to prioritize customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed and updated databases to handle customer data.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Paid attention to detail while completing assignments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked effectively in fast-paced environments.
  • Strengthened communication skills through regular interactions with others.
  • Developed strong organizational and communication skills through coursework and volunteer activities.

Member Service Representative/Bank Teller

Abilene Teachers Federal Credit Union
05.2014 - 05.2021
  • Responded to customer calls and emails to answer questions about products and services.
  • Implemented and developed customer service training processes.
  • Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Resolved customer issues through thorough dispute investigation.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Verified customer identification and documentation for compliant transactions.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed daily balancing tasks reducing discrepancies in accounting records while maintaining accuracy.
  • Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
  • Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
  • Maintained and managed customer files and databases.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Educated and engaged customers with new bank products and services.
  • Trained new personnel regarding company operations, policies and services.
  • Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
  • Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Gained strong leadership skills by managing projects from start to finish.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Worked well in a team setting, providing support and guidance.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Organized and detail-oriented with a strong work ethic.
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Education

High School Diploma -

Abilene High School
Abilene, TX
05.2001

Skills

  • Administrative and Office Support
  • Delivery Scheduling
  • Office equipment proficiency
  • Product Recommendations
  • Customer Relations
  • Complaint Handling
  • Account updating
  • Problem-solving abilities
  • Recordkeeping strengths
  • Billing Adjustments and Refunds
  • Complaint resolution
  • Documentation
  • Filing
  • Payment Processing
  • Reading Comprehension
  • Order documentation
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Relationship Building
  • Data Entry
  • Microsoft PowerPoint
  • Follow-up skills
  • Call Documentation
  • Customer Retention Strategies
  • MS Office
  • Team Development
  • Dispute Resolution
  • Customer Service
  • Active Listening
  • Customer satisfaction measurement
  • Work Prioritization
  • Computer Proficiency
  • Product Knowledge
  • Teamwork and Collaboration
  • Paperwork Processing
  • Scheduling
  • LiveChat Messaging
  • Customer Relationship Management (CRM)
  • Computer Skills
  • Customer Data Confidentiality
  • Customer Account Management
  • Document and Records Management
  • Critical Thinking
  • Clerical Support

Timeline

Customer Service Representative

Happy State Bank
06.2021 - Current

Member Service Representative/Bank Teller

Abilene Teachers Federal Credit Union
05.2014 - 05.2021

High School Diploma -

Abilene High School

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Shawna Sullivan