Shelby Dragan
Oley,PA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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.
Overview
10
10
years of professional experience
Work History
Service Advisor
Kelly Toyota
02.2023 - Current
- Examined service history and provided initial inspection of vehicle to identify issues.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Suggested additional services to customers in order to meet upsell goals.
Infantryman
Army National Guard
04.2021 - Current
- Performed as fire team member during situational training exercises and infantry dismounted battle drills.
- Trained in use of tear gas, passive ordnance, and explosives.
- Maintained secure communication systems to relay information to and from command teams.
- Patrolled designated coverage areas and evaluated terrain for defensive use.
- Established defensive positions to protect against enemy forces.
Sales Manager
Seguro Medico
04.2022 - 02.2023
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Security Guard
OPS Security
02.2022 - 04.2022
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
- Completed full building and grounds patrols to spot and investigate concerns.
Associate
Aldi Foods
02.2020 - 02.2022
- Worked varied hours to meet seasonal and business needs.
- Greeted customers and offered assistance for increased customer satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Seasonal Police Officer
Ocean City Police Department
04.2020 - 08.2020
- Investigated and reported crimes, accidents, offenses, and damage to property.
- Conducted witness interviews and gathered details regarding incidents to determine best course of action.
- Secured crime scenes, gathered evidence, and questioned witnesses.
- Answered emergency calls for help from citizens and business owners.
- Patrolled assigned areas to prevent and detect roadway crimes.
- Apprehended offenders and conducted interviews and interrogations.
- Patrolled assigned areas to check homes, businesses, and public roads for signs of disturbance.
- Responded immediately to reports of automobile accidents and criminal activity, calling for additional support as necessary.
Customer Service Cashier
Giant Food Stores
08.2016 - 02.2020
- Resolved customer complaints and maintained clean and tidy checkout area.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer service goals and exceeded customer expectations.
- Processed customer orders and accurately handled payment transactions.
- Developed and managed relationships with customers to increase customer loyalty.
- Counted money in drawers at beginning and end of each shift.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
Customer Service Manager
Boyersfood
03.2014 - 08.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
Bachelor of Arts - Criminal Justice
Kutztown University of Pennsylvania
Kutztown, PA05.2021
High School Diploma -
Fleetwood Senior High School
Fleetwood, PA06.2016
Skills
- Computer Skills
- Documentation and Reporting
- Quality Control
- Schedule Coordination
- Data Entry
- Payment Processing
- Safety Protocols
- Communications Equipment
- Offensive and Defensive Combat Operations
- KPI Tracking
- Lead Generation
- Solution Selling
- Complaint Resolution
- Scheduling
- Appointment Scheduling
- Emergency Planning
- Criminal Investigations
- Emergency Vehicle Operation
- Traffic Direction
- Community Engagement
- Traffic Laws
- Community Relations
- Security Camera Monitoring
- Security Procedures Knowledge
Timeline
Service Advisor
Kelly Toyota
02.2023 - Current
Sales Manager
Seguro Medico
04.2022 - 02.2023
Security Guard
OPS Security
02.2022 - 04.2022
Infantryman
Army National Guard
04.2021 - Current
Seasonal Police Officer
Ocean City Police Department
04.2020 - 08.2020
Associate
Aldi Foods
02.2020 - 02.2022
Customer Service Cashier
Giant Food Stores
08.2016 - 02.2020
Customer Service Manager
Boyersfood
03.2014 - 08.2016
Bachelor of Arts - Criminal Justice
Kutztown University of Pennsylvania
High School Diploma -
Fleetwood Senior High School
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