Shane Griffin
Phoenix
Summary
Professional in customer service with proven experience in coaching teams to excel. Skilled in conflict resolution, communication, and training methodologies. Strong focus on collaboration and achieving results, adaptable to changing needs. Known for reliability and fostering positive, results-driven environment.
Overview
9
9
years of professional experience
Work History
Customer Service Coach
Discover Financial Services, DFS
09.2021 - Current
- Developed strong relationships with team members, fostering a positive work environment and encouraging collaboration.
- Championed continuous learning initiatives that promoted professional development among team members.
- Enhanced customer satisfaction by implementing effective coaching strategies for customer service representatives.
- Assisted in the creation of performance improvement plans, leading to noticeable progress for struggling employees.
- Increased efficiency in resolving customer issues by providing personalized coaching to team members.
- Collaborated with management to identify trends in customer inquiries and address any emerging concerns promptly.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Customer Service Representative - Retention
Discover Financial Services, DFS
09.2018 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts leading to high customer retention rates.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers and retaining accounts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Discover Financial Services, DFS
06.2016 - 09.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
High School Diploma -
Cactus Shadows High School
Scottsdale, AZ05-2009
Skills
- Task delegation
- Coaching techniques
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Adaptability and flexibility
- Leading by Influence
- Self Starter
- Relationship building
- Conflict resolution
- Collaboration
Two time ACE Call Winner
March of 2021
May of 2021
Timeline
Customer Service Coach
Discover Financial Services, DFS
09.2021 - Current
Customer Service Representative - Retention
Discover Financial Services, DFS
09.2018 - 09.2021
Customer Service Representative
Discover Financial Services, DFS
06.2016 - 09.2018
High School Diploma -
Cactus Shadows High School
Similar Profiles
TINA AUSTINTINA AUSTIN
Lead Specialist at Discover Financial Services, DFSLead Specialist at Discover Financial Services, DFS
Essence OwoEssence Owo
Digital Account Manager at Discover Financial Services, DFSDigital Account Manager at Discover Financial Services, DFS
Allan GloverAllan Glover
Department Manager | CAR at Discover Financial Services, DFSDepartment Manager | CAR at Discover Financial Services, DFS