Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shelly Creppel

Jefferson,LA

Summary

Dynamic customer service professional with a proven track record at Donovan Marine, Inc., excelling in complaint handling and customer relationship management. Recognized for enhancing client satisfaction through effective problem resolution and empathetic communication. Skilled in data entry and operational excellence, consistently delivering superior service and fostering loyalty. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

25
25
years of professional experience

Work History

Customer Service Executive

Donovan Marine, Inc.
01.2012 - Current
  • Provided company information and policies to customers upon inquiry and answered questions via phone or emails.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Delivered prompt service to prioritize customer needs.
  • Trained new personnel regarding company operations, policies and services.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Implemented and developed customer service training processes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Investigated and resolved accounting, service and delivery concerns.

Data Entry Clerk

Thionville Laboratories
09.2006 - 12.2009
  • Organized, sorted, and checked input data against original documents.
  • Completed data entry tasks with accuracy and efficiency.
  • Sorted documents and maintained organized filing process.
  • Followed established procedures to enter and process data correctly.
  • Created and maintained data entry logs to track data entry activities.
  • Maintained files, records, and chronologies of entry activities.
  • Updated and maintained customer information, documents and records.
  • Followed data entry protocols, rules and regulations.

Office Manager

Gulfcoast Video & Communications
10.2000 - 02.2005
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Defined clear targets and objectives and communicated to other team members.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Established team priorities, maintained schedules and monitored performance.

Education

High School Diploma -

John Ehret High School
Marrero, LA
05-1993

Skills

  • Shipment tracking
  • Customer relationship management
  • Customer outreach
  • Technical support
  • Sales follow-up
  • Complaint handling
  • Team training and development
  • Email management
  • Troubleshooting
  • Call center experience
  • Customer engagement
  • Inventory assistance

Timeline

Customer Service Executive

Donovan Marine, Inc.
01.2012 - Current

Data Entry Clerk

Thionville Laboratories
09.2006 - 12.2009

Office Manager

Gulfcoast Video & Communications
10.2000 - 02.2005

High School Diploma -

John Ehret High School

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