Shelly Monroe
Tama,FL
Summary
Dynamic customer service professional with a strong work ethic and proven success at Masterbrand Cabinets LLC. Expert in Salesforce CRM and complaint resolution, consistently enhancing client satisfaction and fostering relationships. Recognized for implementing efficient processes that improved service delivery and operational excellence, driving repeat business and referrals.
Experienced with managing customer interactions and addressing inquiries. Utilizes effective communication techniques to enhance customer satisfaction. Strong understanding of problem-solving methods and maintaining positive client relationships.
Knowledgeable with solid background in customer service. Successfully handled variety of client inquiries and resolved issues efficiently. Demonstrated effective communication and problem-solving skills in high-pressure environments.
Overview
5
5
years of professional experience
Work History
CSA
Masterbrand Cabinets LLC
05.2023 - Current
- Answers calls and responds to all customer communication within two business hours of receipt.
- Creates service work orders in Salesforce for warranty appointments via phone, email, or web-based communications from customers/homeowners and schedules accordingly. Checks the warranty calendar for availability and makes entries accordingly.
- Tracks construction schedules through verbal, electronic, or hard copy communications with the superintendent. Collects schedules as required by the Builder on a regular basis to stay updated with changes and ensures alignment in Salesforce.
- Communicates scheduled completion dates with Customers for scheduled service appointments.
- Addresses and resolves incomplete services, warranty issues, quality inspections, and installer debriefs. Completes service work orders in Salesforce.
- Acts upon all internal Salesforce communication requiring additional service trips and processes accordingly.
- Ensures that parts are confirmed and appropriately staged for technicians.
- Diagnoses and prescribes solutions to resolve customer concerns.
- Works with the Field Service, Sales, Builder, and Sub-Contractors to ensure alignment and expectations are met.
- Enters customer orders and quotes using our designated systems.
- Develops in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others.
- Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.
- Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate.
- Identifies self-development needs and seeks opportunities to work on areas that will further develop skills.
- Participates in company efforts related to ethics and compliance activities.
- Performs other duties as assigned.
Owner/Operator
Monroes Cleaning Services LLC
01.2021 - 05.2023
- Managed daily operations to ensure high-quality cleaning services and customer satisfaction.
- Developed and implemented efficient scheduling systems for staff and resources.
- Trained and mentored new employees on cleaning techniques and company standards.
- Oversaw inventory management to maintain adequate supply levels for service delivery.
- Established strong client relationships, resulting in repeat business and referrals.
- Conducted regular quality assurance inspections to uphold service excellence.
- Resolved customer complaints promptly, improving overall service reputation and client trust.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Fostered strong professional network and partnership building skills to connect with quality leads.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
Education
High School Diploma -
Stone Coast Academy
Miami Fl01-2016
Skills
- Goal oriented
- Strong work ethic
- Patience and tolerance
- Up-selling and Cross-selling
- Complaint handling
- Data entry
- Staff education and training
- Complaint resolution
- Account management
- Documentation and reporting
- Teamwork and collaboration
- Customer service
- Calm and professional under pressure
- Understanding customer needs
- Relationship building
- Problem resolution
- Customer account management
- Order processing
- Salesforce CRM
- Office equipment proficiency
- Microsoft office
- Customer data confidentiality
- Computer skills
- Performance tracking
Timeline
CSA
Masterbrand Cabinets LLC
05.2023 - Current
Owner/Operator
Monroes Cleaning Services LLC
01.2021 - 05.2023
High School Diploma -
Stone Coast Academy