Shantae Curl

713-***-****

adw8ls@r.postjobfree.com

Objective

To obtain a position within a corporation that will allow me to apply my extensive management, leadership and customer service skills that has equipped me to adapt to a fast paced environment with organization, sales, budgeting, excellent written and verbal communication skills. Provide a professional environment for my team while exceeding goals without compromising quality or integrity. Education

● Graduation Date: May 2011

Work Experience

July.2019-Dec.2022 Concentrix Corp

MSRTeamLeader/ Customer service Rep-

Remote(Sofi financial institution/Bank)

● Use knowledge-based systems and other

tools to deliver technical support solutions

● Inbound and outbound calls

● Escalated calls

● Group coaching/individual evaluations

● Monitoring teams stats such as after call

work,detractors,promoters, and opportunities

to better customer service experience.

● Reviews customer satisfaction and other

operational metric results on a

daily/weekly/monthly basis to identify trends

in performance; produces monthly

management reports.

● Providing technical expertise on inbound

calls or other electronic input (e.g. website,

CHAT or email) from customers for the

purpose of resolving customer issues with

devices (e.g. laptops, tablets, smart phones

and other consumer electronics) and

software

● Listen attentively to customer needs and

concerns; demonstrate empathy while

maximizing opportunity to build rapport with

the customer

● Analyzes and evaluates inbound and

outbound calls/chats/emails in accordance

with our quality guidelines.

● Training and overseeing as team leader

● Ensure customer service needs are met

through coaching in a timely manner.

● Provide coaching and feedback to the TMs

and by requesting QA trends and

opportunities.

● Greet customers in a courteous, friendly, and

professional manner using agreed upon

procedures

● Maintain broad knowledge of client products

and/or services

● Prepare complete and accurate work

including appropriately notating accounts as

required

● Participate in activities designed to improve

customer satisfaction and business

performance

● Offer additional products and/or services

Track, document and retrieve data

● Student loan and Personal operations and

functions

July 2018-June 2019 S2 Residential

- Emile Apartments

Investment Manager [4200 Cypress Creek PKWY Houston Tx.](Conventional Class A[240 units]

October 2017-July 2018 Chamberlin and Associates LLC- Knightsbridge Senior Apartments

Property Manager [3455 FM 1960 Rd W Humble Tx.](Tax Credit [120 units] October 2015-September 2017 Dominium Management-Villa Springs Apartments/Humble Memorial Senior Property

Property Manager [15101 Blue Ash Dr.](Tax Credit [216 units]) July 2015-October 2015 Career Strategies

- Cullen Parks Apartments

Assistant Manager [4700 Wenda](Tax Credit[342

units])

June 2014-September 2014 Avalonbay Communities

- Memorial Heights Villages

Community Consultant [225 S. Heights blvd.](Conventional[348 units])

Skills and Accomplishments

● Excellent Management and Sales

● Superior Customer Service Skills & Detail Oriented

● Extremely knowledgeable in team leading operations and procedures

● Conflict resolution

● Computer Skills (Microsoft Office, Online Calendars,Excels, dual monitor usage )

● Knowledgeable In (Avaya,Quick connect,Duo,OKTA,Workforce,Estart,Max contact,Sofee, OKB,Onesite,MRI,Lotus Notes,Salesforce,Bluemoon,Yardi,Nationwide Eviction,SRI, Entrata,Outlook,Check Scanner, Appfolio,Resman )

Contact this candidate