SHAWNEE SILVA
Houston
Summary
Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Strong written communication experience.
Overview
7
7
years of professional experience
Work History
Digital Customer Support Specialist
TruMerit
02.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Reduced email response time, allowing for more customer inquiries to be resolved each day.
Customer Relations
Premera
06.2021 - 12.2022
- Uphold quality control policies and procedures to increase customer satisfaction.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Coordination Assistant
The Davenport Hotels
02.2020 - 06.2021
- Used scheduling software to delegate resources and manage calendars.
- Performed photocopying, data entry and communication distribution for private and public events.
- Used advanced Excel functions and calculations to develop reports and lists.
- Answered incoming calls while recording accurate messages.
- Handled data entry tasks with high levels of speed and accuracy.
Site Coordinator
Pitney Bowes
12.2017 - 02.2020
- Sourced vendors, oversaw logistics and managed contracts using negotiation techniques.
- Provided informative reports to management as requested.
- Managed staff scheduling and coordination to ensure continuous coverage.
Education
Associate of Arts - American Indian Studies
Fort Lewis College
Durango, CO05.2014
Skills
- Customer Data Confidentiality
- De-escalation Techniques
- Creative Problem Solving
- Issue and Complaint Resolution
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Customer Account Management
- Verbal and Written Communication
- Data Entry
- Multitasking and Prioritization
- Problem-Solving Abilities
- Microsoft Office Expertise
- Project Management Abilities
Timeline
Digital Customer Support Specialist
TruMerit
02.2023 - Current
Customer Relations
Premera
06.2021 - 12.2022
Coordination Assistant
The Davenport Hotels
02.2020 - 06.2021
Site Coordinator
Pitney Bowes
12.2017 - 02.2020
Associate of Arts - American Indian Studies
Fort Lewis College
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