Customer Service Management

Shawna Ortez

Email: ********@************.***

Address:

City: San Leandro

State: CA

Zip: 94577

Country: USA

Phone: 510-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Energetic, results-oriented team-player eager to bring strong administrative skills to a growing company in need of top-level support. Strong work ethic, professional demeanor and great initiative. Dedicated and focused, excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals.

Educational Background:

High School Dipolma from University of Phoenix, Pleasanton CA 1/2001 to 6/2008 (Business Management)

Job History / Details:

Summary

Energetic, results-oriented team-player eager to bring strong administrative skills to a growing company in need of top-level support. Strong work ethic, professional demeanor and great initiative. Dedicated and focused, excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals.

Core Qualifications

Service solutions expert

Strong problem solving ability

Troubleshooting skills

Microsoft Office proficiency

Customer Relationship Management software (CRM)

Deadline-oriented

Excel spreadsheets

Spreadsheet development

Report analysis

Insurance processing

Meticulous attention to detail

Results-oriented

Strong problem solver

Strong interpersonal skills

Strong organizational skills

Active listening skills

Seasoned in conflict resolution

Skills and Accomplishments

Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.

Developed, established, and maintained companies Consumer Service Program

Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.

Successfully handling more than 10,000 consumer contacts per year.

Oversaw implementation of CRM system which resulted in more time efficient service.

Analyzed consumer data and created monthly, quarterly, and yearly reports utilized by management team.

Developed and maintained critical issue reporting system to track critical issues: insurance, legal, illness/injury and foreign mater claims.

Created and maintained letter templates, along with FAQs section to company's website.

Professional Experience

October 1996 to October 2012

Ghirardelli Chocolate Company San Leandro, Ca

Consumer Affairs Analyst

Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Maintained composure and patience in face of difficult customer situations. Built and maintained successful relationships with service providers, vendors and consumers. Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Created databases and spreadsheets to improve reporting accuracy. Improved communication efficiency as primary liaison between departments, consumers and vendors.

Education and Training

2008 University of Phoenix,

Bachelor of Science Business Management

Community Involvement

Fame Charter School, Volunteer, 2010 to present

SAYSL Youth Soccer, Asst. Coach, 2011

Scorekeeper, Pacific BaseballTravel League 2012

Scorekeeper, San Lorenzo Little League, 2000-2005

Affiliations

Society of Consumer Affairs (SOCAP), 1997- Present

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