Customer Support Representative

Shari Attenborough

*****.*****@*****.*** 646-***-**** Atlanta, GA www.linkedin.com/in/shari-atten SUMMARY

Customer Success professional with 2+ years of experience in driving customer success and fostering long-term relationships. Specializing in technical troubleshooting, SaaS support, and providing exceptional customer service in diverse industries. Proven track record in cross-functional alignment, influencing customer adoption, and optimizing product messaging to enhance user satisfaction and business outcomes. Adept at educating customers on value propositions, advocating for customer needs, and collaborating with internal teams to ensure the delivery of best-in-class solutions.

WORK EXPERIENCE

Retail Systems Inc. Remote, GA

Customer Field Technician July 2023 - Present

• Engaged in customer-facing activities to build and maintain strong relationships with clients, ensuring maximum value from solutions.

• Educated customers on product features and value propositions to drive adoption and improve user experience.

• Collaborated with internal teams, including sales and technical support, to resolve customer issues and enhance product functionality.

• Provided proactive recommendations to customers to ensure best practices and maximize the business impact of solutions.

• Analyzed customer feedback to identify potential areas for improvement and worked in cross-functional alignment with various teams to implement enhancements

NCR Corporation Atlanta, GA

Customer Engineer August 2021 - July 2023

• Provided technical support and maintenance services for ATMs and self-checkout systems, focusing on delivering customer success by reducing system downtime.

• Collaborated closely with customers to explain complex technical issues and advocate for solutions to meet their needs.

• Led troubleshooting efforts, ensuring seamless technical support and fostering long-term relationships with clients.

• Actively participated in customer success strategy by driving alignment across engineering, product, and operations teams.

• Delivered technical sales briefings to customers to promote product features and value, enhancing customer satisfaction.

Bardi Heating, Cooling & Plumbing Norcross, GA

Customer Account Representative July 2020 - August 2021

• Coordinated over 40 routine inspections monthly, ensuring compliance with regulations and exceeding customer expectations.

• Advocated for customer needs, working closely with engineering and technical teams to provide solutions and resolve issues effectively.

• Provided expert guidance on product features and how to maximize business outcomes by employing best practices.

• Enhanced customer relationships through proactive engagement and continuous feedback loops. Cool Air Mechanical Atlanta, GA

Service Dispatcher / Customer Service Representative March 2018 - June 2020

• Delivered excellent customer service through clear communication, managing over 60 HVAC and plumbing service calls weekly.

• Coordinated with cross-functional teams to ensure operational efficiency and seamless customer interactions.

• Ensured all service details were captured accurately to maintain customer satisfaction and optimize service outcomes.

• Drove customer success by focusing on their evolving needs and providing tailored solutions. Quality Transportation of Atlanta Atlanta, GA

Customer Service / Inside Sales Representative November 2017 - December 2018

• Managed customer inquiries, delivering clear and concise information to support customer decision-making.

• Built and maintained strong relationships with clients, contributing to business growth through exceptional customer service.

• Contributed to sales strategies by understanding customer needs and aligning them with product offerings. EDUCATION

Herzing University - Atlanta, GA, Health Information Systems Management CERTIFICATIONS

Google IT Support January 2021 - May 2021

AWS Cloud 2025

CS50 Certification, Harvard University / edX 2025 SKILLS

Customer Service Excellence • Problem Solving • Empathy • Multitasking • Conflict Resolution • Time Management

• Patience • Active Listening • Product Knowledge • Technical Troubleshooting: • SaaS Support & Troubleshooting

• Problem Solving & Critical Thinking • Written & Verbal Communication • Remote Support & Collaboration • Zendesk Proficiency • Customer Relationship Management • Technical Writing • Adaptability • Analytical Thinking

• Strong Communication

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