Shauna Ireland

***** ******* **.

Bend, Oregon **702 grxp2v@r.postjobfree.com

Cell: 541-***-****

• Dedicated customer service with 10+ years of experience in “call center” retail settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

• Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies.

Areas of Expertise

Customer Service

Complaint Handling & Resolution

Customer Satisfaction Enhancement

Front-End Supervision

Teambuilding & Training

Professional Experience

T-MOBILE Bend, OR 04/04 to 04/11

Customer Service Representative,

Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:

• Served on special taskforce charged with turning around under-performing reps. Trained CSRs on new programs and helped them to succeed in the call center world.

• Exemplified the second-to-none customer service delivery for which T-Mobile is nationally renowned in all interactions with customers.

I sky. Bend, OR 08/02 to 03/04

Team Leader 01/ to 03/04

• Moved to Target and Amazon campaigns and was the one all reps can go to for help. I was able to run my shift with no problems, took complaint calls and handle issues with the customers.

CSR, 08/02 to 12/02

• I started out on the new campaign for I Sky and was able to improve the call script for the surveys, Trained new reps on the new script

Education and Training

The Bryman School West Valley, UT 1994

Earned my medical Assistant degree

Training: Completed numerous courses and seminars in customer service, Patient care, inventory control, loss prevention, time management, leadership, performance assessment, Billing, records keeping, taking vitals, ten key by touch, Worked for Bend Memorial Clinic in the lab drawing blood, doing UA’s.