Shelby Lynn
Spring,Texas
Summary
Dedicated customer service professional with 12 years of experience providing high quality support in fast-paced environments. Skilled in effective communication, problem solving, conflict resolution, with a strong focus on customer satisfaction. Seeking to leverage expertise in customer relations, CRM Software, complaint resolution, and team collaboration to enhance the customers’ experience and contribute to the company’s success.
Overview
13
13
years of professional experience
Work History
Customer Service Manager and Office Manager
Limitless Outdoor Living LLC
Conroe, TX
03.2021 - 09.2024
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Reviewed customer insurance claims to ensure accuracy and completeness of information.
- Analyzed claim records, policy provisions, and other relevant documents to determine validity of claims.
- Provided guidance to customers regarding their rights and obligations under the insurance policies.
- Coordinated with local authorities to obtain building permits and adhere to zoning regulations.
- Reviewed blueprints and plans before submitting them for building permits.
- Processed applications for building permits, licenses, and other documents.
- Reviewed applications for building permits or zoning variances according to established guidelines.
- Researched industry best practices in order to develop innovative approaches towards improving efficiency within the Customer Service Department.
Customer Relations Manager
Superior Development & Design LLC.
Spring, TX
03.2018 - 03.2021
- Use technology to market and find potential leads
- Schedule and manage all crews and appointment times for all projects
- Individual payroll and accounting
- Customer Relations/ Customer Service
- Write initial contracts/ estimates to propose to client
- Use tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
- Exceeded performance goals that include, but not limited to, customer survey results, average call handle time, schedule adherence, and quality
- Monitored customer service standards to ensure high levels of customer satisfaction.
- Conducted regular staff meetings to discuss customer feedback, complaints, and suggestions.
- Developed and implemented customer relations policies and procedures.
General Manager
America’s Best Contacts & Eyeglasses
Tomball, TX
02.2014 - 03.2018
- Manage all employee schedules/ staff development files, and payroll
- Employee training
- Schedule new appointments, and follow ups with patient
- Follow and enforce all HIPPA rules and regulations
- Assist patients in eyeglass and contact lens fittings
- Open and Close store
- Manage all cash drawers and payment
- Manage Business Account
- Answer phones in a professional manner, using company script
- Implement steps for service level recovery when business falls below goal
- Adjust actions to respond and capitalize on changing circumstances
- Manage vacation bids, shift bids, and compliance training needs
- Maintain broad prospective to plans and objectives while balancing business and patient needs
- Recognize key drivers such as incorrect phone script and schedule adherence
- Maintain strong relationships with my local vendors, peers, and site leaders by conducting daily afternoon huddles, attending their weekly site meetings and personally communicating pertinent information to them
- Create and implement new company procedures and consistently review processes to improve current patient flow and budget goals
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
Office Manager
RL Gas Products
Spring, TX
01.2012 - 01.2014
- Manage all Accounts Receivable
- Payroll and Invoicing
- Answer Phones in a professional manner
- Order all material and supplies
- Customer Service/ Client Interaction
- Acted as main conduit between outside vendor contacts, customers, internal sales center, and customer service
- Facilitated and manage daily vendor program accounts
- Accountabilities included answering incoming calls from vendors, entering orders, processing documents, and invoices
- Ensured proper documents are generated and sent to the customers/ vendors for all transactions
Education
Health Science - Associates -
Lone- Star College
06.2014
High School Diploma -
Klein Oak High School
06.2012
Skills
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Experience with CRM software (eg, Salesforce, Zendesk, HubSpot)
- Data entry and database management
- Knowledge of POS (Point of Sale) systems
- Familiarity with ERP software (eg, SAP, Oracle)
- Basic troubleshooting and technical support
- Email communication platforms (eg, Gmail, Outlook)
- Live chat software (eg, LiveChat, Intercom)
- Social media platforms (for customer support, eg, Facebook, Twitter)
- Excellent verbal and written communication
- Active listening and empathy
- Conflict resolution and problem-solving
- Customer relationship management
- Adaptability and patience under pressure
- Attention to detail
- Multitasking in fast-paced environments
- Sales and upselling techniques
- Time management and prioritization
- Product knowledge and ability to explain services
Timeline
Customer Service Manager and Office Manager
Limitless Outdoor Living LLC
03.2021 - 09.2024
Customer Relations Manager
Superior Development & Design LLC.
03.2018 - 03.2021
General Manager
America’s Best Contacts & Eyeglasses
02.2014 - 03.2018
Office Manager
RL Gas Products
01.2012 - 01.2014
Health Science - Associates -
Lone- Star College
High School Diploma -
Klein Oak High School
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