Customer Support Specialist
Resume:
E D U C A T I O N
Jacksonville FL *****
www.linkedln.com/in/shannoncow
n
**************@*****.***
C O N T A C T
S A L E S S U P P O R T S P E C I A L I S T
S H A N N O N C O W N
Oct 2022 - Present
W O R K H I S T O R Y
Sales support specialist
• Provided strategic support to 200+ sales
representatives, increasing team
productivity by 15% through streamlined
product knowledge delivery and proactive
assistance.
• Processed 1,500+ annual orders with
99% accuracy, reducing order fulfillment
time by 20%, leading to higher customer
satisfaction and operational efficiency.
• Resolved 500+ complex customer
inquiries annually, maintaining a 95%
customer satisfaction rating,
strengthening client relationships, and
minimizing escalations.
St. Johns River State College
• Master of Business Administration
(MBA) in Behavioral Health
GPA: 4.0 2018-2021
St. Johns River State College
• Bachelor of Business Communication
Specialization: Business-to-Business
Sales
GPA: 4.0 2015-2017
Results-oriented professional with 13+ years of
experience in sales, customer service, and data
analysis. Proven success in driving revenue growth, expanding client relationships, and delivering
exceptional customer experiences. Expert in needs
assessment, solution selling, and relationship-
building, consistently exceeding targets in dynamic environments. Adept at leveraging data insights and strategic decision-making to optimize sales
performance and foster long-term partnerships.
Florida Blue
Client success manager
IBM
• Managed a portfolio of 50+ high-profile
clients, achieving a 98% retention rate
through proactive relationship
management and personalized
engagement strategies.
• Developed and executed tailored client
success solutions, reducing churn by 15%
and driving long-term account growth.
• Led strategic account reviews,
identifying expansion opportunities that
resulted in a 20% increase in upsell
revenue.
• Resolved 95% of client concerns
efficiently, boosting satisfaction scores
and reinforcing long-term client
partnerships.
Jun 2017 - Sep 2021
S K I L L S Oct 2013 - Dec 2016
Call center sales representative
• Generated $100,000+ in monthly revenue,
consistently surpassing sales targets by
20% through persuasive communication and
consultative selling.
• Conducted 250+ outbound calls daily,
converting 20% of inquiries into successful
sales, driving revenue growth and
expanding customer base.
• Resolved 500+ customer issues,
maintaining a 95% satisfaction score,
strengthening customer loyalty, and
increasing repeat business.
• Upsold and cross-sold products, boosting
average order value by 15% while tailoring
solutions to customer needs.
American express
Account coordinator
Working solutions
• Provided strategic support to 200+ sales
representatives, increasing team
productivity by 15% through streamlined
product knowledge delivery and proactive
assistance.
• Processed 1,500+ annual orders with
99% accuracy, reducing order fulfillment
time by 20%, leading to higher customer
satisfaction and operational efficiency.
• Resolved 500+ complex customer
inquiries annually, maintaining a 95%
customer satisfaction rating,
strengthening client relationships, and
minimizing escalations.
Sep 2009 - Dec 2012
• Salesforce
• Strategic decision making
• Market trend analysis
• Process enhancement
• Customer success retention
strategies
• Sales performance
• Data visualization
• Business intelligence reporting
• Problem solving
• Cross functional
• Conflict resolution
• Timeline management
• Client relationship management
• Customer satisfaction
• Customer Service Excellence
• Industry knowledge
• Marketing Trends
• Data Cleaning
• Product Management
• Strong Communication
• Lead Generation
• Adaptability
• Data Visualization
• Business to Business sales
• Microsoft Excel
• Selling Techniques
• High Escalations
• CRM Software
Contact this candidate