Shonice Perrin
Hartford,CT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Customer Service Representative/Sales
Safe Home Security, Inc
07.2023 - 03.2024
- Offer guidance and assistance to customers in setting up, configuring, and maintaining their security equipment and software applications.
- Document and track customer inquiries, issues, and resolutions accurately in the company's CRM system.
- Coordinate service appointments and dispatch field technicians efficiently to address customer concerns and resolve technical issues promptly.
- Collaborate closely with other departments such as Sales, Installation, and Customer Service to ensure a seamless customer experience.
- Communicate effectively with customers regarding service schedules, technician arrivals, and any updates or changes to appointments.
- Escalate complex technical issues or unresolved customer concerns to appropriate internal teams for further investigation and resolution.
- Continuously strive to improve technical knowledge and expertise through ongoing training and professional development opportunities.
- Customer lead generation through direct-to-home contact
- Successfully engage and consult each customer through the sales process to close self generated leads
- Coordinate with technician team for same-day installation
- Work with team members and sales managers to ensure each customer is cared for to the highest degree
- Attend team training and correlation meetings
- Help foster positive relationships to promote brand awareness in the community
- Help foster positive relationships to promote brand awareness in the community
- Answered inbound and outbound calls, chats and emails to facilitate customer service
- Consulted with customers regarding needs and addressed concerns
- Upheld privacy and security requirements for customer information
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Work with mentor to achieve personal goals and sales goals
- Identified issues, analyzed information and provided solutions to problems.
Sales Specialist
Lowe's Home Improvement
06.2020 - 06.2022
- Followed-up with clients after installations to assess quality service and customer satisfaction
- Negotiated prices and set up contracts to finalize sales agreements
- Developed key customer relationships to increase sales
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients
- Monitored customer order process and addressed customer issues.
- Boosted customer satisfaction by providing exceptional product knowledge and tailored recommendations.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Cashier/Internet Sales Associate
Lowe’s Home Improvement
03.2020 - 06.2020
- Resolved customer concerns and answered questions quickly to maximize satisfaction
- Establishing and following strategic vision, mission and operational plans
- Created, managed or automated orders or invoices using order management or invoicing software
- Filled customer orders by packaging items or transferring to manufacturers or third-party distributors
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Used POS system to enter orders, process payments and issue receipts.
- Greeted customers entering store and responded promptly to customer needs.
Education
Some College - Nursing, Allied Health
Manchester Community College
Manchester, CT04.2024
High School Diploma -
Hartford Public High School
Hartford, United States06.2018
Skills
- Microsoft Word
- Excel
- PowerPoint
- Social Media Platforms
- Promotional Support
- Upbeat and Positive Personality
- Creative Problem Solving
- Multitasking and Prioritization
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Transaction Processing
- Data Entry and Maintenance
- Understanding Customer Needs
- Verbal and Written Communication
- Customer Retention Strategies
- Upselling Products and Services
- De-escalation Techniques
- Complaint resolution
- Customer Relationship Management (CRM)
- Call Center Operations
- Order Fulfillment
- Call Center Software
- Maintaining call metrics
- Call prioritization
- Helpdesk call support
Timeline
Customer Service Representative/Sales
Safe Home Security, Inc
07.2023 - 03.2024
Sales Specialist
Lowe's Home Improvement
06.2020 - 06.2022
Cashier/Internet Sales Associate
Lowe’s Home Improvement
03.2020 - 06.2020
Some College - Nursing, Allied Health
Manchester Community College
High School Diploma -
Hartford Public High School
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