S
Shania Bonty
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California, United States
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Jobs
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- BSenior Customer Brand AmbassadorBEIS LuggageMar 2023 - Mar 2024 (1 year 1 month)• Resolved a high volume of customer inquiries across multiple platforms, including email, chat, and phone, ensuring swift and precise communication regarding orders, shipping, and product information. • Investigated and mitigated fraudulent transactions and chargebacks, effectively reducing company financial losses by collaborating with the finance team to implement security measures. • Partnered with warehousing and operations to streamline order fulfillment, addressing and rectifying issues related to damaged or lost shipments for enhanced customer satisfaction. • Enhanced customer service protocols by analyzing satisfaction reports and complaint patterns, leading to a 40% reduction in repeat issues and maintaining a 98% chargeback c
- ICustomer Service RepresentativeInstacoNov 2020 - Mar 2022 (1 year 5 months)• Managed customer inquiries via email and phone, adeptly utilizing CRM systems like Salesforce and Zendesk to • track and resolve issues related to orders, product information, and shipping logistics. • Processed returns and issued refunds efficiently, leveraging NetSuite to ensure accurate record-keeping and customer satisfaction. • Investigated chargeback disputes and fraud claims, collaborating with the finance department to reduce financial • losses while upholding customer service standards. • Improved shipping accuracy by 15% through effective coordination with the warehouse staff and enhanced order fulfillment processes, contributing to a 20% improvement in delivery times.
- RLead Customer Service RepresentativeReel IncNov 2018 - Nov 2020 (2 years 1 month)• Managed multi-channel customer support, resolving inquiries on order status and shipping issues, and proficiently handled refunds and returns while ensuring policy compliance. • Investigated fraudulent activities and high-risk orders, effectively collaborating with finance and legal teams to safeguard company assets. • Addressed social media escalations by promptly responding to customer complaints, upholding the company's brand reputation. • Compiled and presented reports on customer service metrics to senior management, influencing policy enhancements and maintaining a 95% compliance rate with return procedures.
- WCustomer Support RepresentativeWallyPark Airport ParkingOct 2016 - Nov 2018 (2 years 2 months)• Delivered prompt and courteous customer support via phone and email, managing approximately 50 interactions daily with a focus on maintaining high guest satisfaction. • Maintained stringent security measures for credit card processing in compliance with PCI standards to ensure protection of guest information. • Coordinated with Lot General Manager teams to resolve valet service incidents, while ensuring reservation processes were highly accurate, achieving a 98% precision rate and reducing booking discrepancies by 10%.
Customer Service Team LeadDogearedJun 2014 - Oct 2016 (2 years 5 months)• Oversaw timely resolution of customer inquiries across multiple platforms, including Zendesk and Salesforce, and addressed escalated issues involving shipping, losses, and damages in collaboration with external carriers. • Enhanced order processing efficiency by implementing record-keeping protocols for special instructions and • customer requests, leading to a 15% improvement in operational workflow. • Streamlined customer experience by updating client records with essential details, contributing to a 30% decrease in order-related inquiries through meticulous data management.- LCustomer Service RepresentativeLittle Black BagJul 2013 - Jun 2014 (1 year)• Delivered swift and articulate customer service across multiple channels, including phone, email, and chat, resulting in increased customer satisfaction. • Supported process optimization by collaborating on order fulfillment, inventory management, and streamlining chargeback procedures, achieving a 30% reduction in errors.
- Customer Service Team LeadJustfabMar 2010 - Jul 2013 (3 years 5 months)• Managed a customer care team, enhancing productivity by 15% and service quality by 10% through performance monitoring, feedback, and coaching. • Collaborated with marketing and management to identify trends and implement long-term solutions for recurring customer service issues. • Resolved complex customer escalations, balancing adherence to company policies with the achievement of customer satisfaction, and mentored new team members.