SHADON MCCUIN

**** ******** **. *********, ** ***34

Mobile: 214-***-****

Email: ac4nhd@r.postjobfree.com

SUMMARY

Dedicated, highly qualified Customer Service Leader with the ability to maintain high volume customer calls in a fast- paced environment. Able to negotiate and resolve problems quickly, accurately, and efficiently. With over 12 years’ experience I have excelled in customer service, call monitoring, training, and supervising.

EXPERIENCE

2008 – PRESENT

ASSISTANT SUPERVISOR/ NETWORK TECHNICIAN, Telvista inc

Handled 30+ call per day resolving technical issues, upselling and ensured customer retention.

Trained new hires regarding contact center policies and procedures, basic job skills, and client contract specific requirements.

Assisted local and overseas associates with solving complex computer hardware, software, and network problems.

Led a team of 20 employees in many aspects of daily operation, such as: coaching’s, scheduling, monitoring call quality, corrective actions and performance reviews.

Successfully resolved second and third level escalations

Data entry and order processing

Worked closely with the client and provided feedback as well as introducing new ideas.

Provided high level customer service to guarantee satisfaction, retention, and loyalty

2004 – 2008

FRONT SUPERVISOR, minyards grocery

Supervised over 50 employees in sales and customer service

Completed profit and loss performance reports

Reordered and managed inventory

Implemented strategies that maximized store profits

Cash Management

EDUCATION

2006-2008

EASTFIELD COMMUNITY COLLEGE

Completed 65 credit hours in the Criminal Justice field.

MAY, 2005

HIGH SCHOOL DIPLOMA, W.W. Samuell High School

SKILLS

Conflict Resolution Expert

Superior Listening and Communication Skills

Multitasking

10-Key

MS Office Proficient

Technology

Training and Mentoring

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