Support Representative Customer Service

Shawntae Nelson-Iracks

*************@*****.*** 571-***-****

CUSTOMER SUPPORT REPRESENTATIVE

SUMMARY OF QUALIFACTIONS

Energetic, friendly and patient Customer Service Representative with 5+ years’ experience resolving straightforward and complex inquiries. Passionate about building strong customer relationships and increasing customer engagement. Proven ability to communicate with a diverse audience and streamline processes for a smoother workflow.

TECHNOLOGY SKILLS

CMS

IPS

PLUS WEB

MS Office Word, Excel

SharePoint

HP Service Manager

CRM

BMC Remedy

TEAS USPTO proprietary software

Siebel

Siebel Plus

WORK EXPERIENCE

Customer Service Specialist

NexRep, contract with Priceline Inc. November 2020-Present

Conducting inbound/outbound customer service calls. Creatively solving problems.

Quickly assessing customer needs and providing sound solutions.

Documenting details of calls and customer interactions.

Managing multiple systems, programs, and screens simultaneously.

Customer Relations Specialist, contract with Zimmerman Associates/PBGC August 2018- November 2020

U.S. Patent and Trademark Office (USPTO), Alexandria, VA

Problem-Solved 95% of inboard call inquiries; averaged 40 calls, daily

Explained Patent and Trademark application process and follow up procedures with high degree of customer satisfaction; referred highly complex inquiries to appropriate US Government Departments

Planned and scheduled monthly staff meetings using Outlook

Used proprietary USPTO software including, TEAS Standard and Plus to assist customers in filing fees

Collaborated with leadership and instituted Siebel to streamline and improve callers’ experience

Troubleshot customers’ web-based, MYUSPTO accounts by assisting with establishing accounts, creating two-step authentication, and unlocking accounts

Technical Support Specialist, contract with Zimmerman Associates

General Dynamics Information Technology, Washington, DC December 2017- July 2018

Remedied customers’ web-based accounts: activated and unlocked accounts, and reset passwords

Trouble-shot communication devices and network systems

Worked with HR to lead side by side training of new employees

Handled sensitive personal identifiable information in appropriate manner

Conducted call monitoring and feedback of Customer Service Representatives

Shawntae Nelson-Iracks *************@*****.*** 571-***-**** Page 2

Customer Support Representative December 2015-December -2017

Pension Benefits Guaranty Corporation, Washington, DC

Answered and resolved pension plan inquiries from private sector employees; averaged 55-70 calls, daily with call handling time of 3 minutes and 55 seconds; maintained confidentiality at all times

Reviewed and verified pension plan records for accuracy and completeness

Navigated 3-4 systems to complete participants’ requests

Adhered to FOIA and Privacy Act guidelines and procedures at all times

RELATED WORK EXPERIENCE

Lead Teacher April 2012-December 2015

FDIC/Bright Horizons, Arlington, VA

●Collaborated with leadership to develop classroom plans and goals

●Maintained working knowledge of developmentally appropriate practices

●Worked with parents to support the growth and development of each child

●Monitored and promoted the learning progress of 12 children

●Scheduled Parent-Teacher Conferences, PTA Meetings, and field trips

Administrative Assistant September 2009- September 2011 Firm Foundation Academy, Temple Hills, MD

●Managed Front Office Operation; first point of contact for parents

●Monitored and managed employee attendance and scheduling needs

●Served as a liaison between students and staff with proxy authority

●Maintained paper and electronic files and records for the manager

●Made travel arrangements and scheduled meetings/events

Administrator - Field Representative May 2008- December -2010

Department of Commerce, Waldorf, MD - Philadelphia, PA

●Worked remotely with high-level security data on 18 National Surveys

●Managed over 75 cases per week; average increase of 8% weekly

●Planned and conducted weekly briefings and staff meetings via conference calls

●Maintained over 12,000 clients/respondents using Outlook and Excel

●Assembled workload statistics and composed all quarterly reports

●Increased program budget by 10% yield of reduced overturn

EDUCATION

CDL Class B w/S, P endorsements

Learner’s Permit Expires August 2023

Master of Business Administration -12 Credit Hours Anticipated graduation 2022

Ashford University, online

Bachelor of Arts, Criminal Justice 2006

Florida Memorial University

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