Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Shanice Murray

Wilson

Summary

Dynamic customer service professional with extensive experience at GFL Environmental USA, excelling in client relationship management and project management. Proven track record of resolving complex issues and enhancing service delivery, while fostering team collaboration. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Service Representative II

GFL Environmental USA
Wilson
07.2024 - Current
  • Delivered exceptional customer service across various channels, including in-person, phone, email, and web.
  • Communicated instructions and assistance clearly to on-the-road employees.
  • Answered incoming calls from multiple branches, adhering to procedures for routing deliveries.
  • Processed customer payments via phone and online platforms, ensuring compliance with regulations.
  • Documented and tracked customer inquiries during special projects to enhance service delivery.
  • Resolved customer questions and concerns within established guidelines, maintaining satisfaction.
  • Monitored, documented, and reported customer complaints to identify improvement areas.
  • Entered customer information into the database accurately, supporting efficient operations.
  • Project planning and scheduling, as needed.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

National Accounts Customer Service Coordinator

GFL Environmental USA
Raleigh
01.2022 - 07.2024
  • Served as the primary Customer Service representative for large national accounts, managing service inquiries and orders.
  • Collaborated with the National Accounts team, branch personnel, and cross-departmental stakeholders to resolve issues.
  • Coordinated with third-party contractors to ensure timely service delivery and issue resolution.
  • Partnered with the Sales and Pricing team to address contractor pricing and contracting inquiries.
  • Managed daily tasks such as scheduling service, handling paperwork, and filing documents.
  • Maximized revenue by proactively building and managing key customer relationships.
  • Established positive rapport with customers, managers and customer service team members to maintain a positive and successful work environment.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Provided training for new employees on company policies and procedures related to customer service.

Broker Accounts Customer Service Representative

GFL Environmental USA
Raleigh
10.2019 - 01.2022
  • Delivered exceptional customer service through in-person, telephone, and email communication.
  • Managed incoming and outgoing calls to customers and Operations teams.
  • Served as primary contact for Broker/Sales accounts, implementing necessary changes.
  • Entered service change details for Broker/Sales accounts into the system.
  • Tracked and recorded customer information and concerns in database.
  • Conducted contact research for all customer account modifications.
  • Provided accurate updates on missed stops and addressed customer inquiries promptly.
  • Dispatched service orders to branches and handled phone calls as needed.
  • Managed high-stress situations effectively, making critical decisions under tight deadlines to safeguard client interests.

Education

BBA - Project Management

Strayer University
Raleigh, NC
09-2028

High School Diploma -

E.T. Beddingfield High School
Wilson, NC
06-2012

Skills

  • Project management
  • Customer service
  • Time management
  • Data analysis
  • Team collaboration
  • Client relationship management
  • System implementation
  • Multi-line phone talent
  • Excellent communication
  • De-escalation techniques
  • Credit adjustments
  • Senior leadership support
  • Goal setting
  • Critical thinking

Accomplishments

Honors Program-Strayer University

Member of The Society for Collegiate Leadership & Achievement as of February 2024.

Certification

  • Practical Application of Gen AI for Project Managers-Project Management Institute.
  • Google Foundations of Project Management course certificate.
  • Project Initiation: Starting a Successful Project certificate.

References

References available upon request.

Timeline

Customer Service Representative II

GFL Environmental USA
07.2024 - Current

National Accounts Customer Service Coordinator

GFL Environmental USA
01.2022 - 07.2024

Broker Accounts Customer Service Representative

GFL Environmental USA
10.2019 - 01.2022

BBA - Project Management

Strayer University

High School Diploma -

E.T. Beddingfield High School

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Shanice Murray