Shannon Lowell
Rialto,CA
Summary
An experienced Customer Service Specialist with 2 years of experience in driving continuous improvement in productivity and quality. Committed to providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
16
16
years of professional experience
Work History
Customer Service Specialist
Public Storage
05.2023 - Current
- Achieved high satisfaction ratings by leveraging tools provided to procure a one-call resolutions of complex customer issues.
- Drove continuous improvement in productivity and quality by reducing my AHT by more than 100 seconds on average.
- Coached and mentored team members to improve their performance and develop their skills.
- Collaborated with supervisor to track technical issues daily.
- Proactively assisted in the improvement of Knowledgebase and the DRA.
"A" Property Manager and KTP
Public Storage
01.2009 - 05.2023
- Effectively managed a property with 1,075 spaces while maintaining an average occupancy of 98%.
- Complied and enforced company policies and procedures by encouraging positive and effective work environment among employees.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Conducted monthly collection calls which consistently produced an average monthly delinquency of less than 2%
- Maintained high company standard of cleanliness and curb appeal.
- Cultivated and nurtured strong relationships with customers, co-workers and management alike.
- Coached new field and corporate employees to ensure consistency throughout the Public Storage brand.
- Conducted one-on-ones and role plays to assist in improving key metric results in the district.
Education
High School Diploma -
Glendora High School
Glendora06-2003
Skills
- Issue and Complaint Resolution
- De-Escalation Techniques
- Concise Verbal and Written Communication
- Customer Data Confidentiality
- Customer Account Management
- Policy Enforcement
- Quality Assurance
- Detail Orientated and Organized
- Mentorship
Timeline
Customer Service Specialist
Public Storage
05.2023 - Current
"A" Property Manager and KTP
Public Storage
01.2009 - 05.2023
High School Diploma -
Glendora High School
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