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CShannonCownPHONE NUMBER AVAILABLEEMAIL AVAILABLEomJacksonville, FL 32244SUMMARYA visionary leader with a passion for refining operations, enhancing efficiency, and reducing costs. Known for orchestrating seamless solutions and fostering a harmonious work environment. Adept in customer service management, with a knack for navigating inbound/outbound service and collections. A collaborative team player with an innate ability to listen and think critically, radiating a charming persona that effortlessly diffuses call escalations and elevates customer satisfaction to new heights. SKILLSStrong leader and problem-solverdedicated to streamlining operationsto decrease costs and promoteorganizational efficiency. Usesindependent decision-making skillsand sound judgment to positivelyimpact company success. Customerservice management professionalexperienced with inbound andoutbound customer service andcollections. Team player withexceptional listening and criticalthinkingskills. Personable personality that helpsavoid call escalationsEXPERIENCESales Representative Team LeaderJacksonville, FLMetro by T-Mobile/ Jan 2021 to Mar 2022Developed and implemented team strategies to increase sales productivity. Encouraged team members to exceed individual sales goals. Provided training, coaching, and support for new and existing Sales Representatives. Created individual performance plans for each Sales Representative on the team. Analyzed customer data to identify potential sales opportunities. Resolved customer complaints promptly and professionally. Negotiated contracts with customers in order to maximize profits. Sourced new leads through industry contacts, cold calling, and other methods of outreach.Maintained detailed records of all sales activities within the team's CRM system. Customer Service ExecutiveJacksonville, FLSprint/ Oct 2019 to Nov 2020Provided prompt and courteous service to customers via phone, email, and chat. Resolved customer complaints in a timely manner while maintaining professional attitude.Maintained accurate records of customer interactions, transactions and comments in the database system.Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.Processed orders accurately and efficiently in accordance with company policies. Identified opportunities for process improvement within the customer service department.Collaborated with other departments to ensure customer satisfaction. Performed follow-up calls to customers regarding their inquiries or orders. Developed strong relationships with customers by providing knowledgeable advice on products and services.Inbound Sales RepresentativeJacksonville, FloridaDISH/ Sep 2018 to Jan 2019Responded to customer inquiries via phone, email and chat. Identified customer needs and recommended products accordingly. Provided accurate information regarding product features, pricing and availability. Virtual Customer Service RepresentativeJacksonville, FLVerizon Wireless/ Aug 2017 to Jun 2018Responded to customer inquiries via telephone, email and chat. Provided technical assistance to customers regarding products and services. Resolved customer complaints in a timely manner.Customer technical troubleshoot support provided.Maintained up-to-date knowledge of company products and services. Created detailed reports for customer service related issues. Administrative AssistantJacksonville, FLT-Mobile/ Jun 2015 to Jul 2017Provided administrative support to the executive team, including scheduling meetings and managing calendars.Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.Managed incoming calls while providing information or transferring callers to appropriate personnel.Created travel arrangements for senior managers according to their requirements. Entered data into spreadsheets using Microsoft Excel or other similar programs. EDUCATION AND TRAININGAssociate of Arts: Business FinanceSt.Johns River State College May 2015Orange Park, FL