Customer service specialist

HISTORY Professional

SHANNAN

STRAWN

EMPLOYMENT

Experience:

Help Desk Technician

Nov 2024 to Present

Global Payments Inc Conyers, GA

• Provide first-tier technical support to internal staff and external users.

• Respond to high volumes of phone calls and support requests in a professional call center

environment.

• Troubleshoot basic hardware, software, and connectivity issues.

• Resolve user inquiries related to Microsoft Outlook, Office Suite, Windows 7 and 10, Active

directory and Apple iOS devices.

• Install or perform minor repairs to software, hardware, or peripheral equipment based on

specifications.

• Monitor, assign, and escalate tickets in accordance with SLA guidelines using ticketing

system

• Deliver customer service with patience and empathy, including in high-pressure or difficult

situations.

Employment Gap – Reason – Taking care of mother who was suffering from illness.

Jul 2024 to Oct 2024

Virtual Help Desk Analyst/Customer support Nov 2022 to Jul 2023

Afni/ Verizon Conyers, GA

• Responded to customer inquiries and resolved complaints to establish trust and increase

satisfaction.

• Monitored systems in operation and quickly troubleshoot errors.

• Utilized ticketing systems to track customers' requests and prioritize urgent needs.

• Resolve user inquiries related to Microsoft Outlook, Office Suite, Windows 7 and 10, Active

Directory and Apple iOS devices.

• Designed and developed data pipelines to acquire, clean and process data.

• Self motivated, with a strong sense of personal responsibilities.

1• Provide first-level support for hardware, software, network, and connectivity issues via

phone, email, or remote desktop tools

• Troubleshoot and resolve issues related to operating systems (Windows/macOS), Microsoft

Office applications, and other business software.

• Provides general administrative support including scheduling meetings, making travel

arrangements and managing documentation.

• Documented and distributed meeting notes to identify, analyze and improve workflow.

• Maintained and organized all shared drives, documents and spreadsheets in google and

Microsoft workflow.

• Experienced with productivity tools such as Slack, Zoom, Google Docs, and Sheets.

• Updated spreadsheets and created presentations to support executives and boost team

productivity.

• Collaborated in cloud environments such as Oracle, Sales Force, Adobe and Google

workspace

Sales Development Representative Mar 2020 to Jul 2022

Fleetcor/ Comdata, Remote Conyers, GA

• Established relationships with prospects and customers to promote and customers to

promote products understanding and drive sales growth.

• Developed and maintained positive relationships with key decision making and influencers.

• Utilized Salesforce to manage sensitive client information and update existing and new

clients.

• Won new businesses by articulating the full value of company's capabilities to prospects.

ZoomInfo Specialist.

• Developed advanced understanding of products and services to react to customers

objections, competitive questions and FAQs.

• Connected and made relationships with CFOs and COOs of companies as well as close

relations with respective departments.

• Oversaw personal and professional calendars and coordinated appointments for future

events.

• Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUp.

• Updated spreadsheets and created presentations to support executives and boost team

productivity.

• Collaborated in cloud environments such as Oracle, Zoom, Adobe and Google work spaces.

• Handled incoming mail, bills and invoices and completed appropriate actions

General Manager of Operations Jul 2015 to Dec 2020

Los Charros North Conyers, GA

• Developed and implemented strategies to increase sales and profitability.

• Managed budget implementation, employee reviews, training, schedules and contract

negotiations.

• Monitored financial stability and long-term organizational growth.

2• Drove year-over-year business while leading operations, strategic vision and long-range

growth.

• Close relations with account receiving and accounts payable. Vendor Knowledgeable. Payroll

and accounting for the whole staff and restaurant.

• Prepared weekly scheduling and assigned tasks to staff to maintain organized shifts and

smooth operations.

• Oversaw training of more than 70 team members.

Personal assistant to Hotel manager Hawthorn Suites Hotels by Wyndham Apr 2018 to Oct 2020

Conyers, GA

• Oversaw personal and professional calendar and coordinated appointments for future

events.

• Maintained appropriate filings of personal and professional documentation.

• Provided general administrative support including scheduling meetings, making travel

arrangements and managing documentation.

• Responded to emails and other correspondence to facilitate communication and enhance

business processes.

• Displayed absolute discretion at handling confidential information.

• Experienced with productivity tools such as Slack, Zoom, Google Docs and Sheets, ClickUps.

• Maintained and organized all shared drives, documents and spreadsheets in Google work

space.

• Documented and distributed meeting notes to identify, analyze and improve workflow.

• Coordinated international and domestic travel logistics including flight itineraries, hotel

reservations and car services.

• Collaborated in cloud environments such as Oracle, Google Work space, Adobe, Zoom.

EDUCATION

High School Diploma Jun 2003

Newton High School Covington, GA

Vocational Training in Help Desk

Global Payments Inc

SKILLS

Bilingual (Spanish/ English)

Technical Support

Windows 7 and 10

Active Directory

Ticketing

Install hardware, software

Peripheral equipment

3Outlook Expert

Attention to detail

Data collection Expert

Multi-platform Expert

Product Knowledgeable

Quality assurance

Face paced environments

Call management

Microsoft word, excel, office

Cross functional Coordinator

Performance monitoring

KEY HIGHLIGHTS

• Proven ability to provide first-tier remote and on-site technical support, troubleshooting

software, hardware, and network issues for internal and external users in fast-paced

environments.

• Skilled in managing high call volumes with professionalism, empathy, and attention to

resolution, ensuring a high level of customer satisfaction.

• Hands-on expertise in Microsoft Outlook, Office Suite, Windows 7/10, Active Directory,

Apple iOS, Slack, Zoom, Google Workspace, Oracle, Adobe, and Salesforce.

• Successful track record in remote technical support roles, utilizing remote desktop tools,

ticketing systems, and cloud-based platforms to diagnose and resolve issues efficiently.

• Bilingual in Spanish and English, enabling effective communication with a diverse user base.

• Experience supporting executive teams and coordinating across departments through

document management, scheduling, and workflow optimization.

• Background in sales development and CRM (Salesforce), with a strong ability to build

relationships, manage sensitive client data, and drive business growth.

• Managed large teams and business operations as General Manager, including budgeting,

payroll, vendor management, and staff development.

• Demonstrated ability to adapt across multiple industries and roles, with consistent focus on

accuracy, workflow improvement, and customer success.

4

Contact this candidate