Customer-Focused Service Professional with 15+ Years Experience

SHANNON THOMPSON

**** ****** ***** ** ******* CITY, TENNESSEE (423)952-

**** *******.*.********@*******.***

OBJECTIVE

I am searching for a career with an innovative company. I’ve held jobs but I am seeking a team that is passionate, dedicated, and successful. Challenge and dedication to the client and customers are the hallmarks of any great company and a solid employee. EXPERIENCE

Arise Communications

Customer Service February 2022 to current

In this position I am responsible for inbound calls for non-emergency medical transportation. This includes insurance billing as well as dispatching drivers. This is a virtual call center position.

• 10-key

• Multi-line phone system

• Windows

• Microsoft Office

• Toolbox

• VMWare

• Cisco Jabber

Reds Automotive

Dispatcher/Safety Coordinator February 2017 to July 2022 This position involves daily contact with customers and drivers based on location to ensure loads are delivered as specified. As the safety coordinator I am responsible for all employee training and federal updates, all accident reports, motor vehicle department related issues, and insurance claims.

• 10-key

• Multi-line phone

• Microsoft Office

• Google Analytics

• Mac OS

• Windows OS

• Linux

Landry's, Inc

Server/Host/Retention Training Manager May 2017 to Feb 2019 2

I am the face of Rainforest Café and Joe's Crab Shack. I am the voice of the customer and responsible for giving them the best experience that is possible. Interaction with every guest is mandatory. It is not a matter of who the section or position is assigned to. Order accuracy, timely delivery, and suggestive selling are mandatory in all customer facing positions and are monitored and evaluated on a daily basis. I served as a managing specialist for the corporate retention program. This program focused on corporate escalations and retaining guests as Landry's Select members through various avenues available to managers and corporate officers. The retention rate was to remain at 90% and above consistently and reported on a quarterly basis.

• Training

• Hostess/Server

• Customer Service

• TABC Certified

• 10-key

• Microsoft Office

• Windows OS

Odesk.com

Virtual Admin/Dispatcher June 2012 to August 2015 This position was working with a limousine company based in Long Beach, California. This position involved general customer service inquiries about rates and reservations. I worked with affiliates nationwide for customers that were traveling outside of the area. Primary call drivers were for airport pickup and drop-off and special events. Secondary drivers were for dispatch and driver related issues. Many clients also requested full concierge services, which were provided as needed. First call resolution and customer retention were always the primary focus. Shifts were based on West Coast primarily and subject to change based on affiliate schedules and time zones. Additional tasks included email and chat support, website maintenance and all other special requests as needed.

• Multi-line phone

• 10-key

• Affiliate coordination and billing

• Dispatch

• Driver support/ car maintenance

• Website maintenance

• Email/Chat Support

• Inbound/Outbound calls

3

• Concierge Service

• Microsoft Office

• Windows OS

• Mac OS

• Google Analytics

Callcentral, Inc

Customer Service/Account

Maintenance/Trainer June 2006 to June 2012 (Part-time, contract) This position is primarily contracted work. The assignments are short term and vary in the services offered based on the clients need. Customer service clients with various services offered. These include general account verification, technical support, and billing escalations for Apple and Xfinity. All installed software is provided by the client and monitored to their standards.

Inbound and outbound calls are recorded for security purposes.

Email and chat support are available.

Training classes are held remotely with several software packages and monitored by client team members to make sure all client policies are being enforced. Sprint

Field Support May 1994 to Feb 2006

This position required that I review all provisioning and line related issues pertaining to traditional landline telephone service and DSL internet service. These work orders were to be solved within 5 business days or escalated appropriately to other divisions as needed.

Review provisioning on network to make sure an error block was not the root cause.

Verify no billing related issues.

Schedule appropriate time to meet with customers at their home or place of business and inspect lines, jacks, or equipment related issues and complete repair.

Minimize repeat work orders.

Customer retention.

Diamond Club Award for Excellence

4

EDUCATION

East Tennessee State University, Johnson City, TN

1996 to 2006

Coursework included business, communications, analytics, and English literature is a passion of mine. My courses were designed to allow me to function in multiple disciplines of the corporate and technical world.

AWARDS AND ACKNOWLEDGEMENTS

Diamond Club Award for Excellence

Who's Who Student 1989, 1992, 1998, and 2000

Who's Who Female Business Owner 2006, 2009, and 2011

TABC Trainer 2018

Certified Trainer Landry’s, Inc. 2018

Mentoring domestic violence victims through the Nashville Metro Police Department Domestic Violence Unit. (current)

Morning Star Sanctuary Domestic Violence Volunteer/Mentor and job coach.(current)

Steps of Faith Amputee Support Group Peer Mentor/Job Coach.(current)

Contact this candidate