Shawna J. Terpstra
New Caney,TX
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
29
29
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Customer Service Agent
Unifi
11.2022 - 10.2024
- Responsible prioritize and execute safe, timely and pleasant transportation of physically disabled customers to appropriate locations (gate, baggage carousel, and/or parking area)
- Consistently communicated with dispatch agents and placed relevant note information where necessary on specific tickets
Z-Man Direct
10.2015 - 03.2016
- Brought in several new high-quality accounts to this young company specializing in printing and embroidering
- Managed the business-to-business accounts
Supervisor
California Loan & Jewelry, Inc. and Advanced Check Cashing
01.1998 - 01.2002
- Trained and mentored new sales associates
- Ensured customer privacy of sensitive information
- Developed and maintained strong customer relationships
- Loan processing / Sales associate o Wrote and appraised loans for jewelry, antiques and electronic items
- Sold new and used inventory o Managed Western Union, Pay Day Advances, Money Orders and Personal Check
- Cashing.
Sales Representative
Goore’s
01.1996 - 01.1997
- Sold a vast array of products including everything from infant products to home goods
- Assessed customer’s needs to optimize which products best suit their baby’s current and future needs
- On-going education of the large number of product offerings to assist customers in the selection and proper use of those items.
Education
B.S. - Communications
Norwich University
Northfield, VT 08.2002 - 05.2007
Skills
Strong communication skillsStrong analysis skillsAttention to detailEnergized by bringing optimized solutions to customers based on their needs and availableOptionsQuickly develop good working relationships with othersWorking in a team environmentEnjoy learning new thingsLeadership experienceKnowledgeable in the use ofMicrosoft OfficeStrong work ethic
Client rapport
Professional telephone demeanor
CRM
Client rapport
Service standard compliance
Staff education and training
Account management
Excellent people skills
Relationship building
Problem-solving skills
Professional demeanor
[Type] product knowledge
Exceptional customer service
Product and service sales
Upselling
Client Service
Recordkeeping strengths
Affiliations
2003-2005 – Member of Norwich University Women’s Hockey Team
1997 – Most improved Skier on Landmark Ski Team
1993 – Ranked #1 in the Northern California for United States Tennis Association
Additional Information
Notable aptitude for languages. Maintain conversations in Spanish learning keywords and phrases per industry and the business’ purpose.
Competitive multi-sports player. An asset as a team member and leader.
Quote
In order to improve your game, you must study the endgame before everything else.
Jose Raul Capablanca
Timeline
Customer Service Agent
Unifi
11.2022 - 10.2024
Z-Man Direct
10.2015 - 03.2016
B.S. - Communications
Norwich University
08.2002 - 05.2007
Supervisor
California Loan & Jewelry, Inc. and Advanced Check Cashing
01.1998 - 01.2002
Sales Representative
Goore’s
01.1996 - 01.1997