Shelly Bender
Clarksville
Summary
Results-driven customer service professional with over 10 years of experience in facilitating positive client interactions. Skilled in critical thinking and complaint handling, contributing to improved service strategies and increased customer retention.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Jostens
Clarksville, TN
03.2016 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed order processing and fulfillment to ensure timely delivery of products.
- Collaborated with cross-functional teams to enhance customer service strategies.
- Trained new team members on customer service protocols and best practices.
- Analyzed customer feedback to identify areas for service improvement.
- Fostered positive relationships with customers, enhancing brand loyalty and satisfaction.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- I also helped out in the billing department for a few years. I helped send out worksheets to commercial customers.
- I work in Plant Admin everyday and I am very knowledgeable about the Commercial Customers at Jostens.
Payroll Specialist
Brookdale Senior Living Inc.
Franklin, TN
10.2010 - 03.2016
- Processed payroll for over 2,500 employees using ADP systems.
- Ensured compliance with federal and state regulations regarding payroll practices.
- Conducted audits to verify accuracy of payroll data and resolve discrepancies.
- Streamlined payroll processes, reducing processing time by implementing new software features.
- Trained junior staff on payroll procedures and system navigation to enhance team efficiency.
- Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
- Provided customer service to employees regarding payroll inquiries and issues.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Resolved payroll discrepancies quickly and successfully.
- Maintained strict confidentiality of all payroll information and records.
Data Entry Clerk
Quebecor World
Clarksville, TN
11.1999 - 10.2010
- Processed high volumes of data entry tasks accurately and efficiently.
- Maintained organized records to ensure easy retrieval and reference for team members.
- Verified data accuracy through comprehensive quality checks and corrections.
- Utilized spreadsheet software to manage, analyze, and report data findings effectively.
- Trained new staff on data entry protocols and software usage best practices.
- Followed established procedures to enter and process data correctly.
Education
High School Diploma -
Northeast High School
Clarksville, TN05-1991
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Client relations
- Microsoft outlook
- Call management
- Microsoft PowerPoint
- Clerical support
- Dispute resolution
- Credit adjustments
Timeline
Customer Service Representative
Jostens
03.2016 - Current
Payroll Specialist
Brookdale Senior Living Inc.
10.2010 - 03.2016
Data Entry Clerk
Quebecor World
11.1999 - 10.2010
High School Diploma -
Northeast High School