Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Shelly Deanecelli

Rossville,GA

Summary

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. 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.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

All Things Great And Small
Chattanooga, TN
11.2020 - 04.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Recorded account information to open new customer accounts.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained new personnel regarding company operations, policies and services.
  • Implemented and developed customer service training processes.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Hair Salon Assistant\Appointment Setter\hairstyles

Hair&Nail Slayers
Chickamauga, GA
08.2017 - 01.2021
  • Prepared clients for hair cuts and styles with soothing shampoo work.
  • Completed basic styles for regular customers by using strong blow-drying and curling abilities.
  • Minimized infection risks by using required solutions and procedures to clean and sanitize tools.
  • Offered exceptional service and support to walk-in and scheduled customers.
  • Assisted hairdressers with cutting, coloring and styling hair to maintain salon workflow efficiency.
  • Answered telephone calls to provide information and schedule new appointments.
  • Freed up stylists to focus on customers by personally handling basic tasks such as restocking supplies.
  • Helped customers select styles for special events such as prom and formal dances.
  • Consulted with clients on current trends and offered advice on flattering cuts and styles.
  • Assisted hair stylists with colorwork by applying base colors and toners.
  • Studied advanced techniques to develop proficiency and better serve customers.
  • Answered phone calls and emails to schedule client appointments.
  • Consistently received positive performance reviews from guests.
  • Expanded client base by 29% through direct referrals.
  • Performed manicures, pedicures, paraffin wax treatments and full nail sets.
  • Answered over 40 phone calls daily to assess customer needs, schedule appointments and give advice about hairstyle and color options.

Bookkeeper/Accounts Receivable and Payable Clerk

Myself
Rossville, GA
10.2016 - 11.2019
  • Investigated daily variances and corrected errors to resolve discrepancies.
  • Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
  • Prepared vendor invoices and processed incoming payments.
  • Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
  • Maintained payable shared email inbox and digitized invoices for processing.
  • Researched, gathered and collected data to show progress and current costs to stakeholders.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
  • Matched purchase orders with invoices and recorded necessary information.
  • Inspected account books and recorded transactions.
  • Streamlined daily reporting information entry for efficient record keeping purposes.
  • Streamlined bookkeeping procedures to increase efficiency and productivity.
  • Handled day-to-day accounting processes to drive financial accuracy.
  • Entered figures using 10-key calculator to compute data quickly.
  • Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
  • Managed complex finance projects under direction of senior management to meet deadlines and budget limitations.
  • Supported management by processing invoices and documents with consistent on-time delivery.
  • Introduced new accounting, financial and operational systems to maximize efficiency and recordkeeping accuracy.
  • Assessed data and information to verify entry, calculation and billing code accuracy.
  • Recorded deposits, reconciled monthly bank accounts and tracked expenses.
  • Identified and suggested remedies for areas of improvement based on detailed daily reports and analysis.
  • Implemented new accounting processes to decrease spending and work flow downtime.

Education

High School Diploma -

Edison JR/Sr High
Lake Station
06.2003

Skills

  • Upbeat and Positive Personality
  • Call Documentation
  • POS Systems and Ordering Platforms
  • Efficient and Detail-Oriented
  • Order and Refund Processing
  • Understanding Customer Needs
  • Customer Account Management
  • Data Entry and Maintenance
  • Calm and Professional Under Pressure
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Responding to Difficult Customers
  • Customer Retention Strategies
  • Inbound and Outbound Calling
  • Inquiry Requests
  • Customer Inquiry Response
  • Microsoft Exchange
  • PCI (Payment Card Industry)
  • Call Transfers
  • Information Inputting
  • Cash Register Operations
  • Electronic Information Systems
  • Customer Service and Assistance
  • Credit Card Payment Processing
  • Answering Customer Questions
  • Telephone Management
  • Document and Records Management
  • Complex Product Knowledge
  • Provider Relations
  • First-Tier Technical Support
  • Corrective Actions
  • Policy and Procedure Adherence
  • Promoting Brand and Company Identity
  • Complaint Response
  • Assisting Dispatch
  • Generating Receipts
  • Charitable Donations
  • Directing Calls
  • Online Chat
  • Excellent Attention to Detail
  • Microsoft PowerPoint
  • Solving Customer Concerns
  • Livechat Messaging
  • Establishing and Maintaining Customer Relationships
  • Skilled in Microsoft Office
  • Query Escalation
  • Critical Thinking
  • Customer Information Databases
  • Answering Emails
  • Sales Report Generation
  • Proficiency in Microsoft Office and G Suite
  • Proactive Self-Starter
  • Statement Billings
  • Recommending Solutions
  • Call Volume and Quality Metrics
  • Mobility Devices
  • Billing Adjustments and Refunds
  • Dispatching Workers

Timeline

Customer Service Representative

All Things Great And Small
11.2020 - 04.2022

Hair Salon Assistant\Appointment Setter\hairstyles

Hair&Nail Slayers
08.2017 - 01.2021

Bookkeeper/Accounts Receivable and Payable Clerk

Myself
10.2016 - 11.2019

High School Diploma -

Edison JR/Sr High

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Shelly Deanecelli