Shellie Price
West Des Moines,IA
Summary
Motivated communicator with exceptional written and verbal skills. Leverages active listening and analytical thinking to provide customized solutions and build customer loyalty. Expertise in exceeding customer satisfaction through a service-oriented approach and understanding customer needs.
Overview
13
13
years of professional experience
Work History
AI Content Analyst
Global Logic – Third-Party Contractor
2024.02 - Current
- Enhanced content quality by conducting thorough research and analysis of industry trends.
- Edited written materials for grammar, style, and consistency while maintaining the author's original voice.
- Generated fresh ideas for the latest content topics based on audience interests, competitor analysis, and industry trends.
- Edited and revised a wide array of content for accuracy, clarity, and consistency.
- Wrote and created content for diverse topics and mediums.
Customer Success Representative
PowerPhone
2022.08 - 2023.07
- Consulted with emergency agencies on product selection, ensuring solutions aligned with their specific needs
- Increased customer retention by 12% in 12 states
- Increased customer adoption of special pricing by 25% through monthly outreach
- Educated over one hundred customer accounts monthly on exclusive offers, boosting program participation by 17%
- Improved customer service wait times to mitigate complaints
- De-escalated tense customer interactions while maintaining composure under pressure
- Provided exceptional customer support via calls, chats, and emails resolving product and service inquiries
- Delivered outstanding service to new and existing customers actively listening to concerns and crafting personalized solutions.
Business Execution Consultant
Apex Systems
2022.04 - 2022.07
- Documented requirements through functional specifications and technical design documents
- Analyzed project requirements to identify customer expectations and resource needs for achieving goals across three projects
- Analyzed data sets to identify trends and opportunities for process improvements within client organizations.
Sr. Financial Consultant
Family Trust
2012.07 - 2019.12
- Reviewed client documentation and contracts for accuracy, identifying and rectifying discrepancies that could impact financial obligations
- Maintained meticulous budget tracking, ensuring accurate and transparent expense management
- Determined and tracked budget expenses with accuracy and transparency
- Recognized emergencies and notified emergency responders and family members.
Customer Service Specialist
YRC Worldwide Inc.
2011.08 - 2012.07
- Fielded an average of 125 daily inquiries (calls, emails, chats) providing exceptional frontline customer support and resolving product/service transaction issues with a 13% resolution rate
- Leveraged excellent communication skills to achieve a 98% customer satisfaction rating by resolving product complaints professionally and efficiently
- De-escalated irate customers during phone interactions, maintaining composure and utilizing proven techniques to achieve positive resolutions
- Championed adherence to quality control policies and procedures, contributing to increased customer satisfaction.
Education
Master of Science - Criminal Justice Administration and Security
University of Phoenix
Phoenix, AZ06.2013
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ06.2010
Skills
- Verbal Communication
- Ethical judgment
- Proofreading abilities
- Analytical mindset
- Content analysis
- Content Curation
Timeline
AI Content Analyst
Global Logic – Third-Party Contractor
2024.02 - Current
Customer Success Representative
PowerPhone
2022.08 - 2023.07
Business Execution Consultant
Apex Systems
2022.04 - 2022.07
Sr. Financial Consultant
Family Trust
2012.07 - 2019.12
Customer Service Specialist
YRC Worldwide Inc.
2011.08 - 2012.07
Master of Science - Criminal Justice Administration and Security
University of Phoenix
Bachelor of Science - Business Management
University of Phoenix
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