SHAWNDAE SERRANO
Rialto
Summary
Customer service professional with a strong focus on team leadership and customer satisfaction. Over 19 years of experience managing inquiries and resolving service issues efficiently. Committed to enhancing team performance and developing customer relationships to achieve business objectives.
Overview
21
21
years of professional experience
Work History
Account Service Representative
Medline Industries, Inc
Rialto
02.2018 - Current
- Managed customer inquiries and resolved service issues efficiently.
- Processed orders and ensured timely delivery of products.
- Communicated product information and supported sales teams effectively.
- Monitored account activity and addressed discrepancies promptly.
- Developed strong relationships with clients to enhance satisfaction levels.
- Maintained positive account relationships through regular contact and knowledgeable service for every need.
- Resolved account issues with strengths in research, problem-solving and solution development.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
CUSTOMER SERVICE DEPARTMENT MANAGER
Lowes
Rancho Cucamonga
04.2005 - 01.2018
- Developed standard operating procedures for all administrative employees.
- Received, screened and routed incoming calls.
- Completed bi-weekly payroll for 116 employees.
- Coordinated special projects and managed schedules.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Strong leader of customer support staff.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Oversaw inventory and office supply purchases.
- Planned and executed all aspects of office headquarter move.
- Received and processed customer payments.
- Analyzed purchases for signs of fraud.
- Assisted management with developing employee improvement plans.
- Oversaw team of 25 cashiers and service staff.
- Encouraged development of new cashiers with positive reinforcement.
- Researched and resolved accounts payable discrepancies.
HEAD CASHIER
Lowes
Ontario
04.2005 - 07.2015
- Processed cash, credit, debit and check payments.
- Received and processed customer payments.
- Accepted and processed customer returns.
- Resolved service issues promptly to maintain customer satisfaction.
- Trained and mentored new employees.
- Facilitated development of new cashiers through positive reinforcement and mentorship.
- Created standard operating procedures to enhance operational efficiency.
- Analyzed purchases for signs of fraud.
- Recorded shift activities to maintain accurate operational records.
- Assisted management with developing employee improvement plans.
- Performed store opening, closing and shift change actions.
RTM CLERK
Lowes
Ontario
04.2005 - 03.2011
- Processed returns for SOS products efficiently.
- Process all buybacks and recalls.
- Handled all OFRs for store and customers.
- Received vendor credits to ensure accurate accounting.
- Established competitive pricing for weekly SOS resale items to drive customer interest.
- Updated SOS catalogs to reflect current inventory and pricing.
- Research and explain the SOS discrepancy tool.
- Processed all defective products back to manufacturer for credit recovery.
Education
HIGH SCHOOL DIPLOMA -
Ganesha High School
Pomona, Ca01-2004
Skills
- Account management
- Client engagement
- Client trust building
- Customer-focused
- Customer-oriented
- Onboarding support
- Sales strategies
- CRM software
- POS systems expert
- Cash management expertise
- Collaboration facilitation
- Multitasking under pressure
- Inventory management
- Issue resolution
- Problem solving
- Critical thinking
- Attention to detail
- Multitasking
- Time management
- Team building
- Skilled trainer
- Collaboration facilitation
- Effective communication
- Active listening skills
- Team player
- Creative problem solver
- Multitasking under pressure
- Time management
- Sales strategies
- CRM software
- Multitasking under pressure
Timeline
Account Service Representative
Medline Industries, Inc
02.2018 - Current
CUSTOMER SERVICE DEPARTMENT MANAGER
Lowes
04.2005 - 01.2018
HEAD CASHIER
Lowes
04.2005 - 07.2015
RTM CLERK
Lowes
04.2005 - 03.2011
HIGH SCHOOL DIPLOMA -
Ganesha High School