Customer Service Management

Eric M. Shannon

( 803-***-**** ( 803-***-**** ( **********@*****.*** ( 304 Kingston

Trace Road ( Columbia, SC 29229

( Job Title (

Accomplished and results driven professional with years of experience

providing excellent customer service. Recognized for professionalism,

commitment to excellence, and demonstrated ability to communicate and

working with senior management, associates, and customers. Has an excellent

interpersonal skill, able to collaborate effectively with co-workers at all

levels. Self-motivated and can work independently or in a team. Broad based

qualifications include: Leadership Management, Analysis, Customer

Communication, Attention to Detail, Multi-Tasking, Inventory Management,

Data Entry, and Liaison Affairs.

AREAS OF EXPERTISE

. Excellent Strategist - Provide solutions that boost productivity and

efficiency across the organization. Quickly identify problem areas and

. implement effective solutions to meet goals.

. Exceptional organizational skills - Consistently recognized by

colleagues for exceptional talents in needs analysis and problem

resolution in fast-paced environments.

. Strong sense of responsibility - Solid professional standards;

excellent track record of dependability. Maintain focus on achieving

results while implementing business solutions to meet a diversity of

needs.

. Administration and Management - Knowledgeable of business and

management principles involved in strategic planning, resource

allocation, leadership technique, and coordination of people and

resources.

. Customer Service - Consistently demonstrate responsiveness, strong

customer focus, and ability to build good customer relationships.

. Computer Skills - Knowledgeable of computer programs to include

Microsoft Office applications to include Word, Excel and PowerPoint.

PROFESSIONAL EXPERIENCE

Legal Administrative Specialist:

Department of Veterans Affairs ( Columbia, SC

April 2009-Present

Provide specific information and comprehensive assistance to Veterans, their

dependents and beneficiaries concerning any matter within the scope of the VA

benefits and related non-VA benefits, which include those cases when issues

require an advanced technical proficiency.

Process and establish new and reopen claims for Veterans and Widows.

Assist Veterans and widows by providing qualifying requirements and

procedures, regarding filing for benefits.

Interview people who telephone VBA facilities and provide designated outreach

services.

Accounts Associate:

Xerox ( Columbia, SC

December 2003-April 2009

Served as liaison between management and the customer.

Performed service calls which include: Configuring IP addresses, data entry,

setting up fax lines, training customers on basic copier use and other

technical issues.

Reported daily call count reports to supervisor each day.

Reported use of inventory on a daily and monthly basis.

Lead associate for Palmetto Health and Benedict College accounts.

Key Accomplishments and Contributions:

Recognized for improving operational efficiencies by streamlining processes

and decreasing call service levels.

While lead associate with Xerox, saved the company several thousand dollars

each month, providing inventory control and little to no down time for the

customers.

Mail Clerk II:

Division of Medical Assistance ( Raleigh/Durham, NC

August 2000-November 2003

Delivered correspondence to all sections of the division.

Performed inventory management on a weekly basis, by maintaining supplies and

ordering supplies for each section.

Provided and mailed correspondence to all 100 counties each week.

EDUCATION

Bachelor of Science Degree in Business Administration/General Business:

Cum Laude (3.5 GPA)

Limestone College ( Columbia, SC

December 2008

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