Shonna White
Mesa
Summary
Experienced with advocating for customer needs and resolving service issues. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Strong understanding of managing complex cases and ensuring positive outcomes.
Overview
7
7
years of professional experience
Work History
Service Advocate
Aetna
02.2024 - Current
- Employed effective listening techniques during conversations with customers in order to understand their needs.
- Generated creative ideas for improving the efficiency of daily operations within the department.
- Provided technical assistance for software and hardware applications related to product usage.
- Developed and maintained strong relationships with customers by providing prompt, accurate, and courteous responses.
- Maintained a high level of professionalism throughout all interactions with customers.
- Demonstrated excellent communication skills both orally and written when dealing with customers.
- Efficiently handled escalated customer inquiries in order to maintain positive working relationships.
- Scheduled any necessary follow-up appointments, as directed by physicians.
- Managed calendars and organized resources to ensure efficient workflow processes.
- Increased customer retention with personalized follow-up communications.
- Resolved customer inquiries by providing thorough information about products and services.
Customer Specialist II
Republic Services
07.2021 - 01.2024
- Successfully managed customer inquiries and complaints, resolving issues in a timely manner.
- Created detailed reports summarizing customer feedback and areas for improvement.
- Coached team members on techniques for improving their interpersonal skills.
- Monitored performance metrics to track progress towards goals.
- Identified trends in customer feedback and recommended process improvements to enhance the customer experience.
- Utilized problem-solving skills to identify solutions that best meet customer needs.
- Verified accuracy of customer account information and updated when necessary.
Head Cashier Supervisor
Guckenheimer
10.2019 - 07.2021
- Developed strong customer relationships through providing excellent service, resolving customer complaints and ensuring a positive shopping experience.
- Optimized workflow processes by streamlining product stocking methods, reducing paperwork requirements and simplifying check-out procedures.
- Monitored daily sales reports to identify discrepancies between actual sales figures and expected results.
- Utilized problem solving skills to quickly resolve conflicts among staff members or customers efficiently.
- Resolved customer complaints promptly and professionally.
- Organized weekly staff meetings to discuss store goals, objectives and performance reviews.
Collections Agent
GC Services
05.2018 - 10.2019
- Provided excellent customer service while following collections procedures.
- Assisted customers with making payments via credit cards or electronic transfers.
- Provided detailed reports to management regarding collection activities.
- Utilized problem solving techniques to resolve customer disputes quickly and efficiently.
- Coached new employees on best practices related to collections processes.
- Negotiated with customers to reach payment agreements.
- Answered customer questions regarding problems with accounts.
- Successfully handled high-volume calls from delinquent customers.
- Processed payments and applied to customer balances.
Education
Associate of Arts -
Chandler Gilbert Community College
GED -
The American Council On Education
07-2021
Skills
- Decision-making skills
- Customer service background
- Complaint handling
- Complex Problem-solving
- Innovative
- Teamwork and collaboration
- Attention to detail
- Leadership skills
Accomplishments
Implemented quality control processes to ensure consistency and accuracy.
Timeline
Service Advocate
Aetna
02.2024 - Current
Customer Specialist II
Republic Services
07.2021 - 01.2024
Head Cashier Supervisor
Guckenheimer
10.2019 - 07.2021
Collections Agent
GC Services
05.2018 - 10.2019
Associate of Arts -
Chandler Gilbert Community College
GED -
The American Council On Education
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