Shawnee Henry

• Provided exceptional customer service to ensure customer satisfaction.
• Developed and implemented strategies for providing excellent customer service experience.
• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
• Monitored staff performance to ensure adherence to customer service standards.
• Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
• Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
• Sell umbrella/marquee parts face to face and over the phone (approx. $40,000 p/m sales)

• Organized and managed complex calendar of appointments, meetings, and travel arrangements for executive team.
• Maintained confidential records and files related to executive operations.
• Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
• Prepared reports, presentations, agendas, minutes, and other documents as needed by the executive staff.
• Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
• Answered phone calls on behalf of the CEO and took messages as necessary.

- I was moved up to this role from being a call center operator 2 years into being employed here. However, continued my role as a call center operator as well as being the EA & PA of the organization.

• Assisted customers with inquiries, complaints, orders, billing issues, technical support, and other customer service-related issues.
• Answered and held 5+ calls at once, on a regular
• Multitask - Making bookings, capturing information, taking calls
• Processed orders, forms, applications, and requests accurately and efficiently.
• Handling reports