Solutions specialist
Resume:
Shana Lovin-Flores
Irving, TX *****
************@*****.***
• Dedicated Customer Solutions Specialist, and design consultant with 26 years of experience providing exceptional customer service and support.
• Proven track record of resolving customer inquiries and improving overall customer satisfaction ratings. Skilled in product knowledge, communication, and strategic process improvement.
• Strong communication and interpersonal skills to build long lasting relationships with customers. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Customer Solution Specialist and Designer
The Container Store-Coppell, TX
September 2020 to June 2024
• Resolved customer inquiries, complaints, and issues in a timely and professional manner
• Maintained a high level of product knowledge to effectively assist customers with their needs when designing custom closets
• Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information
• Collaborated with cross-functional teams to resolve complex customer problems and escalations with regards to web feedback
• Built strong relationships with customers through effective communication and personalized interactions
• Identified opportunities for upselling or cross-selling products/services to enhance the customer experience
• Assisted in the development of training materials for new hires to ensure consistent delivery of excellent customer service
• Participated in team meetings to discuss best practices, share knowledge, and collaborate on problem- solving initiatives
• Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
• Developed rapport with key clients through regular check-ins, ensuring their ongoing satisfaction with our products/services
Education
Vocational Education and Training in Interior Design Container Store - Coppell, TX
January 2024 to June 2024
Vocational Education and Training in Pharmacy Technician Certificate - Asheville, NC
June 2006 to September 2014
Vocational Education and Training in Surgical Technology South College-Asheville - Asheville, NC
January 2004 to June 2006
Skills
• Interior Design (4 years)
• Pharmacy Technician Experience (4 years)
• Oral Presentation Skills (10+ years)
• CRM Software
• Adobe InDesign (4 years)
• Compounding Medications (4 years)
• Contract Negotiation (10+ years)
• Upselling (10+ years)
• Hospital Experience (10+ years)
• Insurance Verification (10+ years)
• Order Entry (10+ years)
• Adobe Photoshop (10+ years)
• New Business Development (10+ years)
• Sterile processing (2 years)
• Medical Terminology (4 years)
• Pharmacology (4 years)
• Pharmacy Tech Experience (2 years)
• Administrative Experience (10+ years)
Languages
• British Sign Language - Intermediate
• Spanish - Intermediate
Certifications and Licenses
Elfa Design Certification 2024
January 2024 to Present
Closet designer at Container Store.
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