Customer Service Management
Resume:
SHANTE L. JONES-PETERSON
Powder Springs, GA 30127
********@*******.***
SUMARY AND OBJECTIVE
Experienced, highly skilled and well educated data management analyst and customer service representative, seeks full time
challenging opportunity with a solid organization that provides growth and developmental opportunities. Work experiences
include businesses in the finance, insurance, energy, news, telecommunications, logistics, retail and call center industries.
Highly qualified individual skills and competencies include:
Customer Service Data management
Call Center Experience Supervisory Skills
Payroll Logistics & supply management
Microsoft Office Diversified Office Management, Organizational Skills
and Multitasking
Billing and Credit Management Credit Problem Resolution
PROFESSIONAL EXPERIENCE
Customer Service Professional and Analyst
Convergent/Duke Energy, Atlanta, GA June 2010- present
Provides professional customer services for Duke Energy customer, including problem resolution with billing and credit
issues.
Proofreader
PERSONNEL ONE for the Daily Business Review, Miami, FL November 2009-January 2010
Proofread legal documents for publication. Interim role while husband was temporarily relocated to South Florida
Customer Service & Logistics Representative April 2009 – August 2009
3PD, Atlanta GA
Served as a customer service advocate and analyst to resolve customer issues and problems. Scheduled deliveries and
pickups for stores and home services.
Data Management Analyst April 2007- January 2009
HOME DEPOT CORPORATE, Atlanta, GA
Performed Data Entry services including UA and UCS for data pricing. Proofread contractor purchase orders, retail and cost
changes. Added and removed stores for answer keys. . Created monthly reports to include MRA reports. Also provided
customer service and other office management tasks.
RESUME of SHANTE L. JONES-PETERSON
Page 2
Receptionist April 2006- December 2007
ASSET DIRECT MORTGAGE, Marietta, GA
Performed diversified customer service responsibilities for customers, loan representatives and the company. Assigned
leads to loan representatives. Completed mortgage application reports for representatives. Managed and maintained office
supplies and performed logistics and supply responsibilities.
Administration Sales Representative and Coordinator May 2005-December 2006
GOLD KIT INC., Atlanta, Georgia
Administrative coordinator and related duties for staff of 17 managers, including the coordination and scheduling of
meetings and conferences. Managed and maintained all expense reports and travel arrangements for company management.
Processed and resolved customer inquiries and complaints. Performed all office inventory and supply management
Insurance and Administrative Assistant January 2002-May 2005
WATKINS INSURANCE GROUP, Atlanta, Georgia
Maintained insurance compliances for existing clients. Managed and maintained all payroll deductions with clients.
Prepared and managed spreadsheets to ensure accurate accounting practices. Created written and power point
presentations for prospective and existing clients for the organization to present. Managed all customer services issues to
resolution. Managed inter-office logistics, supplies and telephone switchboard operations. Maintained and managed all
personnel licensure compliance. Provided and maintained the payroll for the company.
Customer Service Representative December 1999- January 2002
SPRINT PCS, Charlotte, North Carolina
Provided customer service to Sprint PCS clients. Handled inquiries and assisted wireless customers with initial set-up of
services. Handled tax exemptions and fraud issues for billing reported by customers and/or business accounts Managed
and maintained customer billing practices
Customer Service Team Leader June 1996-July 1998
ELECTRONIC DATA SYSTEMS, Atlanta, Georgia
Supervised up to 25 customer service representatives. Responsible for monitoring inbound calls and scheduling
Responsible for resolution of escalated inbound calls. Responsible for training new employees at various locations
including remote branches.
EDUCATION
Marietta High School Graduate – Commercial Diploma Marietta, GA
Massey Business College- Computer Systems Major- Atlanta, GA.
Walden University – Completing a Bachelor’s of Science in Business Administration-Finance Minneapolis, MN
Anticipated graduation Fall 2014/Winter 2015
SKILLS/TRAINING
Call Center Customer Service, Proficient in Microsoft Office Suite - Outlook, Word, Excel, Power Point & Access
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