Shawna Devore
Cripple Creek
Summary
Dynamic customer service professional with extensive experience at Sagility LLC, adept at resolving complex issues and promoting high satisfaction. Skilled in technical troubleshooting and conflict management, I consistently deliver exceptional service, ensuring seamless operations and fostering team development. Proven ability to maintain composure under pressure while effectively communicating with diverse clientele.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Sagility LLC
Westminster
11.2024 - Current
- Updated system with order specifics and customer details, preferences, and billing information.
- Maintained a high level of professionalism when dealing with difficult customers.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Provided exceptional customer service to ensure customer satisfaction.
Delivery Driver
DoorDash
Oklahoma City
01.2018 - Current
- Drove safely in all weather conditions including rain, snow, sleet, ice.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Utilized GPS and maps for efficient route planning.
- Monitored fuel level throughout shift and refueled when necessary.
- Transported and safely delivered items to prevent damage or loss.
IT Help Desk Technician
Williams-Sonoma
Oklahoma City
06.2015 - 04.2022
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Performed routine maintenance and software updates on support tools and customer systems.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Maintained inventory of IT equipment and supplies.
- Installed and configured new hardware, software and peripheral devices.
IT Intern
Lake Region Electric Company
Tahlequah
01.2014 - 01.2015
- Collaborated with professionals to escalate problem resolution, filtering inquiries to appropriate technology professionals.
- Performed troubleshooting on various software applications and systems.
- Provided technical and operational support for entire organization.
Veterinary Assistant
Neel Veterinary Hospital
Oklahoma City
01.2009 - 01.2011
- Restocked and sanitized exam rooms for ample supplies and disease control.
- Communicated with veterinarians and staff members to maintain patient flow.
- Ensured that cages were kept clean at all times.
- Performed routine laboratory tests including urinalysis, microbiology cultures and hematology.
- Assisted veterinarians in examining animals.
- Organized operating room ahead of procedures and assisted veterinarians during surgeries.
- Collected fluids from animals for laboratory testing.
- Assisted in surgery preparation by setting up instruments, supplies and equipment prior to procedure start time.
- Assisted veterinarians during procedures and examinations, calming animals and handing instruments.
- Sterilized and maintained veterinary care instruments and equipment.
- Monitored vital signs of hospitalized animals including temperature, pulse rate, respiration rate and other parameters as necessary.
- Prepared laboratory slides for microscopic examinations.
- Fed and watered animals in care, following special diets and regular medication administration schedules.
- Cleaned and sterilized exam rooms between appointments.
Manager
Sonic
Oklahoma City
01.2007 - 01.2009
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Ensured compliance with regulatory requirements and industry standards.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
GED -
Homeschooled
Oklahoma City, OK12-2012
Skills
- Customer service
- Order processing
- Record keeping
- Billing procedures
- Technical troubleshooting
- Complaint resolution
- Data entry
- Conflict management
- Effective communication
- Time management
- Detail orientation
- Problem solving
- Stress management
- Calm demeanor
- Reading comprehension
- Negotiation strategies
- Problem resolution
- Credit adjustments
- Adaptability and flexibility
- Dispute resolution
- Team development
- Inbound and outbound calling
References
References available upon request.
Timeline
Customer Service Representative
Sagility LLC
11.2024 - Current
Delivery Driver
DoorDash
01.2018 - Current
IT Help Desk Technician
Williams-Sonoma
06.2015 - 04.2022
IT Intern
Lake Region Electric Company
01.2014 - 01.2015
Veterinary Assistant
Neel Veterinary Hospital
01.2009 - 01.2011
Manager
Sonic
01.2007 - 01.2009
GED -
Homeschooled
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