Shontel Thornton
Lakewood ,CO
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Willing to relocate: Anywhere Authorized to work in the US for any employer
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Paragon-Centennial, CO
Centennial, CO
02.2018 - 04.2026
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Call Center Customer Service Representative
Santander Consumer USA
04.2015 - 02.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Documented and detailed calls and complaints using call center's CRM database
- Resolved concerns with products or services to help with retention and drive sales
- Answered over 85 calls per shift to meet fast-paced call center demands
- Educated customers on current promotions, upgrades or new offerings available under current plan.
Bill Collector
PBC Of Maryland Inc
05.2013 - 02.2015
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Achieved performance goals on consistent basis
- Maintained high volume of calls and met demands of busy and productive group
- Worked in call center environment handling manual and automatically dialed outbound calls
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Used skip tracing and other techniques to locate debtors.
Assistant Store Manager
Champs Sports
04.2010 - 05.2013
- Maintained positive customer relationships by responding quickly to customer service inquiries
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
Cashier Team Lead
Burlington Coat Factory
04.2007 - 05.2010
- Trained team members on cash register operation and cash handling
- Quickly and accurately counted drawers at start and end of each shift
- Communicated with customers and team members to solve problems
- Operated POS cash register and equipment to collect payments
- Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring.
Education
Associate of Arts - Business Communications
Community College of Denver
Denver, COHigh School Diploma - undefined
Bear Creek High School
Lakewood, CO01.2007
Skills
- Scheduling and Coordinating
- Cash handling
- Telemarketing
- Microsoft Outlook
- Analysis skills
- Verbal and Written Communication
- Account management
- Mentoring
- ADP
- Microsoft Word
- Communication skills
- Managing Operations and Efficiency
- Account Authorizations
- Management
- CRM Software
- Issue Resolution
- Organizational skills
- HR sourcing
- Supervising experience
- Phone etiquette
- ATS
- Interviewing
- Human resources
- Accounting
- Cold calling
- Cash register
- Employee Coaching and Motivation
- QuickBooks
- Turnover Minimization
- Payroll
- Recruiting
- Microsoft Office
- HRIS
- Microsoft Powerpoint
- Statistics
- Store management
- Customer service
Certification
- Fundamental Payroll Certification
- CPR Certification
Additional Information
Relocating to North Carolina.
Timeline
Customer Service Manager
Paragon-Centennial, CO
02.2018 - 04.2026
Call Center Customer Service Representative
Santander Consumer USA
04.2015 - 02.2018
Bill Collector
PBC Of Maryland Inc
05.2013 - 02.2015
Assistant Store Manager
Champs Sports
04.2010 - 05.2013
Cashier Team Lead
Burlington Coat Factory
04.2007 - 05.2010
Associate of Arts - Business Communications
Community College of Denver
High School Diploma - undefined
Bear Creek High School