Shawn Marie Glass
Customer Service
Sacramento,CA
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Work History
Business Manager, Housekeeper, Nanny
Housekeeping At Its Best
07.2008 - 08.2020
- Provided elevated customer service to 35-40 customers consistently per month
- Managed cash, credit card, bank deposits, procurement, and properties; ensuring seamless performance of business operations
- Accepted accountability for all assigned building keys, master keys and access cards.
- Maintained high levels of cleanliness in all residential and commercial properties served.
- Prepared Paleo dinners, weekly snacks, lunches, and desserts.
- Managed household errands, grocery shopping, dry cleaners, mail and package delivery.
Customer Service Agent, Call Center
GreatCall Inc
05.2019 - 09.2019
- Supported and educated 75+ internal/external customers daily on proprietary equipment usage and forms completion through active client communication, leading to better customer experience
- Managed 75+ customer service calls daily by steering direction of conversations and utilizing call scripts; maintaining high levels of productivity, and scoring the highest QA at 98%
- Addressed and resolved clients’ queries, concerns, and diversified needs by offering optimal solutions and through stellar customer service; secured the highest customer satisfaction rates in the center
Participant Services Associate, Call Center
TRI-AD Actuaries Inc
12.2016 - 07.2018
- Resolved account discrepancies, created internal research tickets, and followed-up resolution through active client engagement via telephone and email, attaining maximum client satisfaction rates
- Enhanced customer experience by provisioning management support, including offering account and guidance on participants benefits within Health and Welfare areas, including FSA, HCA, LHCA, DCA, HRA, HSA, commuter, tuition reimbursement, wellness, and continuation of benefit plans
- Assisted 75+ participants in single sign-on portal and mobile app registration in Mercer Marketplace365, flex benefits, and Alegeus platform (SAAS) Systems, facilitating participants in availing services seamlessly
Literacy Tutor - Semester Work Study
MiraCosta College
08.2018 - 12.2018
- Developed lesson plans and delivered lectures to 30+ students (PreK to 3rd grade) on approved curriculum in an individual and small group setting, leading to enhanced reading interests and meeting learning objectives
- Successfully maintained safe and positive learning environment through active class management and provided constructive feedback to minors under care on specific actions, behaviors, and words
Receptionist, Seasonal
H&R Block
2016 - 2016
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Excellent communication skills, both verbal and written.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Scheduled, coordinated and confirmed appointments and meetings.
Summary
Results-driven and dynamic professional with 10+ years of comprehensive experience in marketing, consultative sales, and customer service. Proven record of promoting a consistent and positive caller and client experience through remarkable customer service and active management of multi-line phone/billing systems. Demonstrated success impacting the company's bottom line, building, and maintaining customer relationships to retain customers, resolve complaints, and secure new sales. Experienced in identifying the root cause of issues for timely resolution of service-related complaints.
Education
Bachelor of Science - Sociology
2024
Associate of Arts - Case Management & Social Services
2022
Associate of Arts - Liberal Arts: Social & Behavioral Science
2020
Skills
- First Call Resolution
- Microsoft Office
- Staff Training
- Customer Relations
- Active Listening
- Credit Card Payment Processing
- Answer Multi-Line Phone Systems
- Strong Interpersonal Skills
- Retail Sales Customer Service
- Call Center Operations
- Eligibility Determinations
- Complaint Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Agent, Call Center - GreatCall Inc
05.2019 - 09.2019
Literacy Tutor - Semester Work Study - MiraCosta College
08.2018 - 12.2018
Participant Services Associate, Call Center - TRI-AD Actuaries Inc
12.2016 - 07.2018
Receptionist, Seasonal - H&R Block
2016 - 2016
Business Manager, Housekeeper, Nanny - Housekeeping At Its Best
07.2008 - 08.2020
CSU Chico State University - Bachelor of Science, Sociology
American River College - Associate of Arts, Case Management & Social Services
MiraCosta College - Associate of Arts, Liberal Arts: Social & Behavioral Science
Career Note
Career Note
2020 – Present
Due to COVID-19 and California state closures, relocated to Sacramento, CA to continue my online studies in Sociology and Social Services. Am excited at the prospect of a long-term association with a company where my skills and experience in customer service, problem-solving, and guest services can make a lasting impact.
Achievements
- Customer Service Call Center - Exceeded individual weekly productivity goals set by management averaging 13.3 calls per minute, with QA audit average at 92%.
- Client Service- Developed long-term relationships with clients, increased repeat business from monthly service to bi-weekly services augmenting revenue by 50%.
- Awards and Recognition President's Award- Sales Person of the Year-2003 & 2004 Contributed to annual company sales of 1.3 million in 2003, 1.4 million in 2004 and 1.6 million in 2005, respectively.
- Company Promotion - Promoted twice, advancing in the first three years.
Overview
12
12
years of professional experience
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