Shawndrica Barrow
Goodyear,AZ
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
11
11
years of professional experience
Work History
Logistics Coordinator
Amazon
Tempe, AZ
06.2022 - 02.2025
- Tracked orders and notified customers of status or potential delays.
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Strategized best methods and tactics for efficient storage and handling of materials.
- Analyzed customer requirements and provided customized logistics solutions.
Customer Care Representative
Specialized Loan Servicing
Tempe, AZ
12.2019 - 04.2022
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Exceeded goals through effective task prioritization and great work ethic.
- Used Microsoft Word and other software tools to create documents and other communications.
Team Leader/Customer Health Care
Ciox Healthcare
Phoenix, AZ
03.2017 - 09.2019
- Educated customers on company systems, form completion and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Answered average of 150 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Reduced downtime to support quality control, boost revenue and complete projects on time and under budget.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
Loan Advisor 1
Upgrade
Phoenix, AZ
10.2015 - 03.2017
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Monitored pipelines to track and log status of loans.
- Proactively identified solutions for customers experiencing credit issues.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Assessed customer account histories to determine previous compliance with payment plans and loan terms.
- Verified credit histories, personal references and employment backgrounds for each applicant.
Customer Service Representative
Uhaul Corporate
Phoenix, AZ
02.2014 - 10.2015
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Monitored premises, screened visitors, updated logs and issued passes to maintain security.
- Organized weekly staff meetings and logged minutes for corporate records.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
- Executed record filing system to improve document organization and management.
- Arranged rapid office equipment repair and maintenance with vendors.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Scheduled office meetings and client appointments for staff teams.
- Coached new employees on administrative procedures, company policies and performance standards.
- Maintained staff directory and company policy handbook for human resources department.
Education
High School Diploma -
South Pointe High School
Phoenix, AZ05.2008
Skills
- Customer Complaint Resolution
- Documentation and reporting
- Inbound Customer Service
- First Call resolution
- Multi-line phone talent
- Medical terminology knowledge
- Professional telephone demeanor
- Inbound and Outbound Calling
- Training development aptitude
- Administrative support
- Problem-Solving
- Active Listening
- MS Office
- Data Entry
Timeline
Logistics Coordinator
Amazon
06.2022 - 02.2025
Customer Care Representative
Specialized Loan Servicing
12.2019 - 04.2022
Team Leader/Customer Health Care
Ciox Healthcare
03.2017 - 09.2019
Loan Advisor 1
Upgrade
10.2015 - 03.2017
Customer Service Representative
Uhaul Corporate
02.2014 - 10.2015
High School Diploma -
South Pointe High School