Shaun Ferrell

ad2a6h@r.postjobfree.com

818-***-****

SENIOR CUSTOMER SEVICE REPRESENTATIVE

Dedicated and results-oriented Senior Customer Service Representative with [1 4] years of experience

delivering exceptional customer experiences. Proven track record of leading high-performing teams,

resolving complex issues, and implementing customer-centric strategies. Adept at fostering positive

customer relationships and driving customer satisfaction.

Customer Relationship

Management

KEY COMPETENCIES

Data Analysis and Reporting

Multi-Channel Support

Team Leadership and

Development

Multi-Channel Support

Quality Assurance

PROFESSIONAL EXPERIENCE

Senior Customer Service Representative I [One Lambda

Inc/Thermofisher Scientific] [08/2009 - Present]

Accomplishments:

Led a team of [8] customer service representatives, providing guidance and support to ensure

exceptional service delivery.

Successfully reduced customer service response times by [90 resulting in improved customer

satisfaction scores.

Implemented a comprehensive training program for new hires, resulting in a [95%] improvement in

onboarding efficiency.

Resolved escalated customer issues promptly, maintaining a [100%] customer satisfaction rate.

Collaborated with cross-functional teams to identify and address root causes of customer concerns,

leading to a [75%] reduction in recurring issues.

Spearheaded initiatives to enhance self-service options, resulting in a [85%] decrease in call volume.

EDUCATION

Education

[Degree Earned, e.g., Bachelor of Arts in [Business Management] I

[Ohio State University] [09/2000]

Relevant Courses: [Accounting, Finance, Marketing and Project

management

Contact this candidate