Mary Shanon Burwell is a customer service professional with over six years of experience, recognized for excellence in problem-solving and support. She has held positions at American Express and Blue Cross Blue Shield, receiving a top company award for exceptional customer care. In her current role as a restaurant manager, she oversees a team, manages operations, and ensures customer satisfaction while holding a B.S. in Clinical Psychology from Liberty University.

1. Mary Shanon Burwell
M. Shanon Burwell
1845 Washington Dr. Hillsborough, NC 27278
(919) 951-4503
shanon.burwell@gmail.com
CUSTOMER SERVICE PROFESSIONAL
Profile • More than 6 years’ of successful experience in customer service and support with recognized strengths in
problem-solving and trouble-shooting and sales staff support.
• Possess extremely solid computer skills.
• Excellent working knowledge using IBM systems, Microsoft Excel, WordPerfect, Word, Power Point,
Paint Shop, Adobe, and Google Apps.
• A team player, acknowledged as a “Customer Service Perfectionist”.
Synopsis of
Achieveme
nts
• Awarded highest company award from Blue Cross for Customer Care.
• Ability to utilize persuasion skills in supervisory situations and excellent mediation skills in all situations.
• Creative customer satisfaction tactics, drastically reducing potential consumer loss.
Employment
American Express, Greensboro, N.C.
Customer Service Representative
1995-1998
• Worked with account holders world-wide by assisting with issues and charges related to
account statuses and following up on unapproved charges.
• Initiated fraud investigations on compromised accounts and reissued new accounts and new
cards for those members.
• Maintained credit limit increase requests and APR issues and questions.
• Attended 7 week training class on Customer Service as well as an additional 2 day class (by
choice) on handling customer issues and complaints with positive outcomes and retention.
Blue Cross Blue Shield of NC, Durham, N.C.
Customer Service Specialist
• Worked with policy holders state-wide assisting with issues, charges and coverage related to
policy types as well as worked with medical offices and sales on policy coverage, coding and
cost.
• Assisted policy holders with all questions relating to membership packages and
supplemental coverage packages.
• Received company’s highest award for Customer Service by arranging an injured policy
holder from West Va. to be airlifted from a cruise ship to Florida for life saving medical
care after a fall from a stairwell balcony.
• Attended 12 week training classes on Customer Service as well as an additional 2 week
training in the call center.
Lowe’s Home Improvement, Chapel Hill, NC 2013 - 2013
Customer Service Associate III.
Weekday-Team, Fashion Plumbing and Bath, Knowledge of all Lowe’s computer software and
order entry. Offer to work extra hours daily, cover for others who are off or call in, work
every Saturday by choice, Maintain pricing inventory, down-stocking, completing daily IRP’s,
filling Internet orders, scheduling of detail appointments and checking in with customers
satisfaction, work other team members files when applicable, maintain communication with
contracted installers. Have an eye for detail and driven to make a difference.
CONTINUED ON NEXT PAGE …
1999-2001
Page 1 of 2

2. Mary Shanon Burwell
Moe’s Southwest Grill, Chapel Hill, NC 2013 - Current
Restaurant Manager
Manage fast food/casual restaurant team of 15+. Maintain fresh produce orders, dry goods,
employee schedules and extensive catering orders and organization. Maintains high levels of
cash flow, tips and bank deposits. Assists customers with any and all situations, fundraisers
and promotions effectively. Work with vendors to assure a positive relationship and access to
good practices within establishment. Maintain a well-established, clean, safe and successful
restaurant franchise environment.
Hobbies Include: Designing Graphic Arts, Build and Maintain Websites, PC
Repair, Virus Removal and Upgrades, Constant Learning Opportunities,
Volunteering, Animal Care, Church Activities, Socializing, Making New Friends, Live
Entertainment and Music.
Education
Davie High School, Mocksville, N.C
Forsyth Technical C. C., Winston-Salem, N.C.
General Education Equivalency Diploma
Liberty University, Lynchburg, Va.
B.S. Clinical Psychology (online)
1990
1994
Current
* References Furnished Upon Request
Page 2 of 2