Customer Service Manager with Team Leadership Experience
Resume:
Shannon Sams
Griffith, IN *****
****************@***********.***
Professional Summary
OBJECTIVE
To join a growing company where I can secure a rewarding and challenging position that will allow me to use my strong communication skills, educational background and attention to detail. Create custom cake designs with butter cream and fondant.
Willing to relocate to: Munster, IN - Portage, IN - Hammond, IN Authorized to work in the US for any employer
Work Experience
Customer Service Manager (CSM)
Beryl Martin-Griffith, IN
March 2023 to Present
• Managed a team of 10 customer service representatives, providing guidance and support to ensure high-quality customer interactions
• Created and maintained standard operating procedures (SOPs) for the customer service department, ensuring consistent delivery of exceptional service
• Led weekly team meetings to communicate updates, share best practices, and foster a positive work environment focused on delivering outstanding customer experiences
• Developed strong relationships with key clients through regular communication and proactive problem- solving initiatives.
• Collaborated with HR department to recruit, hire, and onboard new members of the customer service team
• Developed and implemented quality assurance measures to ensure consistent delivery of exceptional service
Customer Service Representative
Napleton Auto Group-Merrillville, IN
October 2022 to March 2023
Communicate with customers to set up appointments
Perform data entry
Communicate with managers and supervisors effectively and promptly. Quality Control Inspector
Nexus Employment Solutions Plus, Inc-Merrillville, IN January 2021 to June 2022
Assembly line
Packaging Ollie health gummies with the company MSI Verifying the integrity of the products, data entry and working closely with operators and upper management.
Customer Service Representative/Call Center
Teleperformance-Hobart, IN
August 2016 to December 2020
Answering multiple lines, providing great daily customer service and manages large amounts of incoming calls
Providing accurate, valid and complete information by using the right methods and tools. Comply with HIPPA
laws.
Cake Decorator/Baker
The House Of Cakes LLC-Merrillville, IN
November 2011 to September 2015
Cake designer/ owner
Create custom cake designs with butter cream and fondant Communicates with clients, employees and other individuals Maintain and update filing, data entry and inventory Phlebotomist
PORTER MEMORIAL HOSPITAL-Valparaiso, IN
November 2007 to January 2008
Communicates with patients, employees and others
Works closely with patients to obtain blood samples and other specimens Maintain and update data entry, filing and inventory Education
Phlebotomy (College Degree)
Ivy Tech Community College-Gary, IN
June 2005 to December 2005
High school diploma
William A Wirt Sr High School-Gary, IN
August 1987 to June 1990
Skills
• Upselling
• Management
• English
• Communication skills
• Laboratory experience
• Medical terminology
• Proofreading
• Customer service (10+ years)
• Typing
• HIPAA
• Quality assurance
• Computer skills
• Front desk
• Time management
• Organizational skills
• Microsoft Office
• Quality Inspection
• Medical collection
• Quality Control
• Multi-line phone systems
• Packaging
• Sales
• Hospital experience
• Documentation review
• Vital signs
• Microsoft Outlook
• Leadership
• Data entry
• Assembly
• Office experience
• Phlebotomy
• Phone etiquette
• Cake Decorating
• Specimen collection / processing
Certifications and Licenses
April 2021 to November 2024
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