Customer Service Support

Shannon Mooney

***************@*****.*** 580-***-**** Plano, TX

SUMMARY

Seasoned professional with 33 years in customer-facing roles; adept in Managed Services, Customer Support, and Level 1 Support. Excelled in high-volume communication environments, ensuring customer satisfaction and efficient issue resolution. Skilled in data analysis, technical troubleshooting, and process optimization for enhanced service delivery. WORK EXPERIENCE

Virgin America

Reservationist 2013 - Present

• Manage a high volume of inbound and outbound communications, addressing customer inquiries and requests via calls, emails, and faxes efficiently.

• Deliver personalized customer service, maintaining professionalism and ensuring customer satisfaction through effective resolution of complaints and inquiries.

• Analyze relevant data to identify and resolve customer issues, contributing to continuous service improvement.

• Participate in team meetings and contribute to the development and implementation of procedures to optimize workflow and customer experience.

Verizon, Inc. Long Beach, CA

Dispatcher 1991 - 2015

• Managed routing for store deliveries, ensuring adherence to safety and punctuality standards while optimizing for cost efficiency.

• Conducted RF scanning and cycle counting, contributing to location's achievement of financial objectives through meticulous inventory management.

• Fostered robust customer and employee relationships, and implemented preventative measures to enhance operational compliance and efficiency.

Samsung Richardson, TX

Technical Support 2010 - 2013

• Assisted users with technical issues, diagnosing problems by analyzing symptoms and identifying underlying causes.

• Resolved a range of issues including physical connectivity, authentication errors, and software application operations.

• Guided customers through hardware and software configurations, ensuring proper setup and proficient navigation of application menus.

Verizon Inc. Dallas, TX

Dispatcher 2000 - 2005

• Coordinated dispatch and routing for technicians, ensuring efficient response to service calls and maintaining communication with area supervisors for updates.

• Processed service call entries using Fx program and managed financial transactions for COD accounts, including running credit card information.

• Facilitated customer service by addressing inquiries and concerns, relaying pertinent issues to account managers or service managers, and overseeing the distribution of parts to field technicians. Mannatech, Inc. Coppell, TX

Customer Service Representative and Dispatcher 1994 - 2000

• Managed high-volume telephone inquiries, effectively providing price quotes and tracking information to ensure customer satisfaction.

• Coordinated dispatch for city drivers, optimizing routes for timely and accurate delivery.

• Processed financial transactions, including posting sales calls and handling payments for additional services, while overseeing the allocation of incoming trailers to appropriate docks for unloading and reloading. EDUCATION

Toppenish Sr. High School

High School Diploma, Office Skills

Toppenish, WA

1985

Yakima Valley Community College

Course Completion, Psychology

Yakima, WA

1994

South Coast College

Course Completion, Court Reporter

Orange, CA

2008

SKILLS

Various Microsoft Office Computer Skills • Proficient on 10-Key Calculator and Computer Number Keyboard

• Excellent Data Entry Skills • Detail Oriented • Ability to Get Along Well With People • 20 Years Experience With Dispatching and Scheduling Techs • Verbal Communication • Written Communication • Customer Service • Organizational Skills • Time Management

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