Weekend PT

Shawnna Smith

CUSTOMER SERVICE

Calhoun, USA, **********@*****.***, 706-***-****

Professional summary

Accomplished Customer Service and Client Support Professional with over 20 years of progressive experience in customer relations, logistics coordination, and administrative operations. Proven ability to improve customer satisfaction, streamline order fulfillment, and strengthen client retention. Skilled in CRM systems, SAP, Microsoft 365, and cross-functional collaboration. Recognized for a proactive problem-solving approach, empathy in communication, and maintaining professionalism under pressure. Skills

Customer Relationship

Management,

Order Processing,

Conflict Resolution,

Client Retention,

Cross-Functional Team

Collaboration,

Verbal Communication,

Written Communication,

SAP,

AS400,

LoadProof,

Microsoft 365,

Google Workspace,

Scheduling,

Prioritization,

Time Management,

Multichannel

Communication,

Data Entry Accuracy,

Documentation Control.

Employment history

Customer Support Representative, Aug 2025 – Present Engineered Floors, Dalton, GA

Customer Support & Logistics Coordinator, Apr 2025 – Aug 2025 Mannington Floors, Calhoun, GA

Transportation Coordinator / Customer Liaison, Apr 2022 – Apr 2024 Tarkett, Dalton, GA

Area Office Manager / Client Services Lead, 2014 – Present Jackson Hewitt Tax Services, GA & AL

Manage end-to-end order lifecycle, including order entry, status tracking, and customer communication.

Serve as the primary liaison between customers and internal teams for updates, delivery timelines, and product details.

Resolve complex service issues with accuracy and empathy, maintaining high customer satisfaction scores.

Collaborate with sales, production, and logistics to ensure seamless order processing and fulfillment.

Utilize CRM tools to document communications, manage workflows, and track key performance metrics.

Supported clients and freight carriers by coordinating shipments, resolving order discrepancies, and verifying deliveries.

Delivered prompt, accurate responses to customer inquiries via multiple communication channels.

Ensured compliance and documentation accuracy using SAP and LoadProof systems. Partnered with internal CSR and operations teams to maintain on-time delivery rates and client satisfaction.

Oversaw transportation scheduling, shipment tracking, and material flow for large-scale clients.

Maintained up-to-date customer records and order documentation within SAP and ERP platforms.

Provided real-time updates and solutions to clients regarding logistics challenges or product availability.

Supported returns and escalations, ensuring transparent and timely communication with all stakeholders.

Oversaw operations across five branch locations, driving client satisfaction and retention. Trained and managed seasonal staff to maintain exceptional service quality during high- volume tax seasons.

Promoted services through local outreach and marketing campaigns, increasing repeat client engagement.

Maintained confidentiality and compliance with client financial data and documentation standards.

Receptionist / Office Assistant / Customer Support, 1998 – 2014 Various Administrative Roles, GA & AL

Education

2006

Northwestern Technical College

1999

Phoenix Technical College

1998

Maxwell Vocational School

Delivered professional in-person and telephone support for clients and vendors. Managed appointment scheduling, office communications, and general administrative operations. Consistently upheld accuracy, efficiency, and client satisfaction standards. Processed purchase orders, inventory adjustments, and vendor communications for manufacturing clients. Provided front-line customer assistance in person and via phone to resolve order or product inquiries. Coordinated with sales and production teams to ensure order accuracy and timely completion.

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