Customer Service Chat Support

Xylina M. Shelton

**** ******** ****, #***, *********, NC 28277

704-***-**** ️ *************@*****.***

linkedin.com/in/xylinashelton

Professional Summary

Customer Service Professional with over 7 years of experience, including executive-level support and 3+ years in remote roles. Proven expertise in office management, client relations, chat support, and technical systems. Adept at handling confidential information and adhering to HIPAA regulations. Thrives in fast-paced environments with strong communication, multitasking, and problem-solving skills. Known for consistently improving KPIs and maintaining high standards of customer care.

Core Skills

●Customer Support (Phone, Chat, Email)

●Conflict Resolution & Retention

●Salesforce, AVAYA, Microsoft Office Suite

●Fraud Detection & Risk Assessment

●Remote Work & Virtual Collaboration

●HIPAA Compliance

●Team Leadership

●Data Entry (35 WPM)

●Member Services & Upselling

Professional Experience

New Hope Treatment Center – Charlotte, NC

Team Lead Aug 2022 – Jul 2025

●Supervised daily residential unit operations and maintained a safe, clean environment.

●Oversaw implementation and compliance of treatment plans and protocols.

●Led documentation of incidents and ensured staff adherence to therapeutic procedures.

●Performed a variety of administrative and supervisory tasks as assigned.

Conduent / Humana (Remote)

Customer Service Representative Oct 2020 – Feb 2022

●Delivered first-call resolution support for Medicare medical benefits inquiries.

●Handled sensitive member data in compliance with HIPAA regulations.

●Utilized Salesforce and AVAYA platforms for case tracking and communication.

●Educated members on Humana products and services to increase satisfaction.

Sam’s Club – Kannapolis, NC

Front-End Associate Sep 2019 – Dec 2021

●Assisted members with product location, membership, and self-service tools.

●Operated POS systems and processed various payment methods.

●Promoted membership upgrades and services to increase value and retention.

●Maintained strong interpersonal engagement and customer-first attitude.

Wells Fargo – Charlotte, NC

Financial Crime Specialist Apr 2016 – Aug 2018

●Investigated fraud alerts and claims to mitigate financial loss.

●Applied analytical judgment to identify high-risk accounts.

●Maintained detailed documentation in fraud management systems.

●Worked across multiple computer systems with strong technical proficiency.

AT&T – Charlotte, NC

Customer Retention Representative Dec 2014 – Apr 2016

●Addressed customer concerns and retained clients through effective communication.

●Handled billing, service inquiries, and promotional offerings.

●Processed sales transactions and account updates across internal systems.

●Maintained in-depth product knowledge to provide accurate support.

Education & Certification

Microsoft Certified Professional (MCP)

New Horizons – Cheektowaga, NY 2003

Technical & Remote Skills

●3+ Years Remote Work Experience

●3+ Years Chat Support Experience

●Typing Speed: 35 WPM

References

Available upon request.

Contact this candidate