Remote Customer Service & Account Coordinator
Resume:
Charlotte, NC
Charlotte, NC
SHANICE MURRAY
Summary
Experienced Remote Customer Service Representative with over 5 years in high-volume environments. Specializes in managing inbound and outbound calls, resolving complex issues, and processing transactions. Demonstrates effective communication, adeptly identifies customer needs, and delivers accurate solutions to enhance satisfaction and productivity.
Skills
Microsoft Office Salesforce, Asana Communication
tools
Experience
Account Coordinator II-Contract
Charter Communications
Logistics Specialist-Contract
RXO Logistics
Raleigh, NC 27609 252-***-**** ***************@*****.*** https://www.linkedin.com/in/shanice-murray-69981640b
• Customer Service & Customer Experience
• Inbound & Outbound Calls
• Account Management
• Problem Resolution
• Conflict De-escalation
• Data Entry & Documentation
• Order Fulfillment
• Service Coordination
• Account Reconciliation
• Computer & System Navigation
• Self-motivated
• Remote collaboration
• Process Optimization
• Email & Chat Support
• Microsoft Office
• Salesforce / CRM Systems
• HIPAA & Confidential Information
• Time Management
• Multitasking & Prioritization
Acted as the primary point of contact between the organization and its customers, facilitating clear, timely, and professional communication.
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Managed full order lifecycle, including order entry, tracking, billing, returns, and customer updates to ensure timely fulfillment.
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Delivered customer requirements to production team, collaborated with sales team and followed up on status to verify project schedule remained on track to fulfill contract.
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Oversaw complaint management processes, maintaining system accuracy and coordinating timely issue resolution to enhance customer satisfaction.
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• Ensured accurate and current customer and product information within internal databases. Adhere to established processes and business rules while proactively identifying opportunities for process improvement.
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Assisted with issue resolution and escalation management for Order-to-Cash (OTC) processes, promoting efficient handling of customer inquiries.
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• Contribute to regional performance metrics and key business KPIs. Partner with Account Managers and Finance to assist with accounts receivable follow-up and overdue collections.
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• Coordinated shipment schedules to optimize delivery times and reduce costs.
• Collaborated with suppliers to resolve shipment issues and maintain service levels.
• Monitored tariffs and customs regulations, reducing risk of delayed shipments.
• Prepared documentation for compliance with shipping regulations and safety standards.
• Relayed information between drivers and recipients regarding ETA and potential delays. 07/2024 to 12/2025
Wilson, NC
01/2022 to 07/2024
Raleigh, NC
10/2019 to 01/2022
Raleigh, NC
Expected in 03/2028
Tempe, AZ
06/2012
Wilson, NC
Customer Service Representative II
GFL Environmental
National Accounts Coordinator
GFL Environmental
Broker Accounts Customer Service Representative
GFL Environmental
Education
BBA
University of Phoenix
High School Diploma: General Studies
E.T Beddingfield High School
Certifications
• Maintained accurate records of all deliveries using automated systems or manual documents.
• Trained new staff on logistics procedures and best practices for operations.
• Processed sales orders and completed bookkeeping, purchasing, tracking and credit application tasks. Assisted customers with account questions, service requests, billing concerns, and general inquiries to ensure prompt resolution.
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• Resolved customer concerns with professionalism and empathy during difficult calls. Supported customers through online portals, inbound and outbound phone calls in a fast-paced setting.
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• Maintained productivity and performance goals while delivering a positive customer experience.
• Managed multiple computer applications at once while maintaining accuracy and efficiency.
• Recorded customer interactions, account updates, and resolutions accurately in CRM systems.
• Researched customer accounts and reviewed available resources to find suitable solutions.
• Forwarded complex issues to appropriate departments for resolution. Developed educational resources for customers on available services, resources, and solutions to enhance their experience.
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Partnered with team members to streamline processes and improve service quality, resulting in better customer satisfaction.
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Functioned as the primary customer service contact for large national accounts; handled service inquiries, coordinated service orders with branches and third-party contractors, and addressed customer issues.
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Facilitated customer communication via phone, email, and other channels, consistently maintaining a professional and positive demeanor.
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Responded to partnership inquiries on contractor pricing and contract terms, ensuring clarity and alignment.
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• Delivered around-the-clock remote support for service issues. Assemble and organize collected data using tools such as Google Workspace, Microsoft Excel, Tower, TRUX, and GFL 1.
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• Acted as the first point of contact for brokers partnering with GFL Environmental.
• Handled incoming and outgoing calls to ensure effective communication.
• Manage high volumes of daily email correspondence.
• Built strong relationships and established customer trust through clear, interactive communication.
• Handle customer complaints, provide timely solutions, and follow up until resolution.
• Coordinated scheduling of broker requests to enhance customer service with the billing system. Managed dispatch of service orders to appropriate operations teams for efficient service delivery. to the correct operations team.
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• Google Foundations of Project Management Certificate PROFESSIONAL STRENGTHS
Accomplishments
• Practical Application of Generative AI for Project Managers
• Self-directed
• Customer-Focused
• Dependable
• Professional Communicator
• Problem Solver
• Detail-Oriented
• Adaptable
• Team Player
• Multitasker
• National Society of Leadership and Success
Contact this candidate