SHAWNTE BROWN
Vidalia
Summary
Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure.
Overview
24
24
years of professional experience
Work History
OWNER
S A BROWN ENTERPRISES LLC
01.2020 - Current
- Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
- Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Evaluated suppliers to maintain cost controls and improve operations.
- Managed day-to-day business operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Prepared bank deposits and handled business sales, returns and transaction reports.
Customer Service Director
Tumi Inc.
05.2019 - Current
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Coordinated customer service team projects, achieving successful on-time completion.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Created and maintained customer service policies and procedures, contributing to improved customer retention.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Enforced adherence with company policies among customer service team members to maintain consistent service provision.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Manager
Tumi Inc.
01.2018 - 05.2019
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Researched and corrected customer concerns to promote company loyalty.
- Kept accurate records to document customer service actions and discussions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Service Supervisor
Tumi Inc.
01.2013 - 01.2018
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Interceded between employees during arguments and diffused tense situations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Researched and corrected customer concerns to promote company loyalty.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Coached employees through day-to-day work and complex problems.
Senior Customer Service Representative Lead
Tumi Inc.
01.2009 - 12.2012
- Investigated and resolved customer inquiries and complaints quickly.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Implemented and developed customer service training processes.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Promptly responded to inquiries and requests from prospective customers.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Cross-trained and provided backup support for organizational leadership.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Onboarded and trained customer representatives to meet performance and service goals.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented company policies and procedures for professional, cohesive customer care.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and backed up other customer service managers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Implemented customer service policies and procedures for consistent performance standards.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Promoted available products and services to customers during service, account management, and order calls.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Care Representative
Tumi Inc.
06.2004 - 12.2008
- Met customer call guidelines for service levels, handle time and productivity.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained and managed customer files and databases.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted call-in customers with questions and orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Logged call information and solutions provided into internal database.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
Office Bookkeeper
CORBETT CONSTRUCTION
12.2003 - 05.2004
- Reconciled and corrected issues with financial records.
- Reduced financial discrepancies through transaction monitoring and management.
- Matched purchase orders with invoices and recorded necessary information.
- Inspected account books and recorded transactions.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Created detailed expense reports to facilitate reimbursement for business expenses incurred.
- Maintained account accuracy by reviewing and reconciling checks monthly.
- Posted daily receipts and payments in accordance with corporate protocols.
- Completed payroll for employees and maintained detailed records of procedures.
- Maintained and processed invoices, deposits, and money logs.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
Bank Teller
DARBY BANK
12.2000 - 12.2003
- Removed mutilated currency from circulation.
- Reconciled cash drawer and resolved discrepancies.
- Turned in excess cash to maintain drawer security.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Processed customer transactions promptly, minimizing wait times.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Counted and packaged currency and coins.
Education
No Degree - ACCOUNTING
SOUTH EASTERN TECHNICAL COLLEGE
Vidalia, GASkills
- Administrative Support
- Customer Service and Assistance
- Office Organization
- Efficient Service
- Maintaining Clean Work Areas
- Personnel Recruitment
- Warranty Claims
- Product Selection
- Customer Service Management
- Corrective Actions
- Meeting Coordination and Support
- Enforce Policies
- Coordinate Schedules
- Handling Complaints
- Staff Training
Timeline
OWNER
S A BROWN ENTERPRISES LLC
01.2020 - Current
Customer Service Director
Tumi Inc.
05.2019 - Current
Customer Service Manager
Tumi Inc.
01.2018 - 05.2019
Customer Service Supervisor
Tumi Inc.
01.2013 - 01.2018
Senior Customer Service Representative Lead
Tumi Inc.
01.2009 - 12.2012
Customer Care Representative
Tumi Inc.
06.2004 - 12.2008
Office Bookkeeper
CORBETT CONSTRUCTION
12.2003 - 05.2004
Bank Teller
DARBY BANK
12.2000 - 12.2003
No Degree - ACCOUNTING
SOUTH EASTERN TECHNICAL COLLEGE
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