Shannon Garza
Mankato
Summary
Customer experience representative with expertise in conflict resolution and active listening. Proven track record in enhancing customer satisfaction and promoting teamwork. Committed to driving organizational success through effective communication and problem-solving skills.
Overview
2027
2027
years of professional experience
Work History
Customer Experience Representative
Verizon Wireless
Mankato
01.2009 - Current
- Assisted customers with billing inquiries and service issues, ensuring prompt resolution.
- Educated clients on product features and promotions, enabling informed purchasing decisions.
- Resolved technical issues using effective troubleshooting methods, enhancing user experience.
- Collaborated with team members to enhance overall customer satisfaction and retention.
- Handled escalated customer complaints with professionalism, reinforcing commitment to high service standards.
- Coordinated with departments to ensure timely responses to customer requests.
- Recommended beneficial products or services during interactions, uncovering sales opportunities.
- Maintained confidentiality of customer information in compliance with privacy regulations.
Member Service Representative
Fulda Area Credit Union
Worthington
2001 - 01.2009
- Assisted members with account inquiries and transactions, ensuring timely and accurate resolution.
- Resolved member complaints through effective communication and problem-solving, enhancing member satisfaction.
- Answered incoming calls regarding membership benefits and services promptly.
- Greeted customers in a professional manner, fostering positive relationships.
- Explained banking policies and procedures to enhance member understanding.
- Processed member applications for new accounts and services with accuracy.
- Managed daily cash transactions while ensuring accuracy and security.
- Collaborated with team members to streamline service delivery and improve operational efficiency.
Toddler Teacher
Kids-R-It
Worthington
1999 - 2000
- Designed engaging lesson plans for toddlers aligned with developmental milestones.
- Facilitated interactive play activities that enhanced social skills and teamwork.
- Supported emotional development through nurturing interactions, promoting resilience and self-esteem.
- Encouraged creativity via art projects, music, storytelling, and dramatic play.
- Managed classroom environment to enhance safety and comfort for all children.
- Implemented structured daily routines to provide consistency for toddlers.
- Observed and documented behaviors to track developmental progress.
- Communicated children's progress and needs to parents, fostering collaboration in their development.
Education
High School Diploma -
Worthington Senior High
Worthington, MN01-1998
Skills
- Customer service
- Technical troubleshooting
- Product knowledge
- Account management
- Customer education
- Retention management
- Call center experience
- Relationship building
- Conflict resolution
- Issue resolution
- Effective communication
- Active listening
- Team collaboration
- Time management
- Telephone etiquette
- Interpersonal skills
- Calm and professional under pressure
- Interpersonal skills
- Brand representation
Timeline
Customer Experience Representative
Verizon Wireless
01.2009 - Current
Member Service Representative
Fulda Area Credit Union
2001 - 01.2009
Toddler Teacher
Kids-R-It
1999 - 2000
High School Diploma -
Worthington Senior High