Customer Service & Support Specialist with Tech Experience
Resume:
Shanell Sterling
Southaven, MS *****
****************@*****.***
Professional Summary
Results-driven customer service professional with 8 years of experience in various roles, including customer service, technical support, and shift management. Proficient in sales, cash handling, and POS systems. Possess a strong background in customer service and technical support, with certifications in Pharmacy Technician and TABC.
Authorized to work in the US for any employer
Authorized to work in the US for any employer
Work Experience
Customer Care Representative (CCR)
Alorica-Humble, TX
March 2025 to Present
• Provided exceptional customer service remotely, ensuring prompt and accurate resolution of inquiries and issues
• Maintained a high level of professionalism and empathy while interacting with customers via phone, email, or chat
• Effectively managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics
• Implemented proactive measures to prevent potential escalations by addressing customer needs proactively
• Demonstrated excellent conflict resolution skills when dealing with irate or dissatisfied customers
• Maintained a high level of professionalism, patience, and empathy when dealing with challenging or upset customers
Front Line Associate
Asurion-Southaven, MS
January 2024 to January 2025
1. File insurance claims for mobile devices
2. Upsell new protection plan
3. Check order statuses
• Provided exceptional customer support via phone, email, and chat channels
• Demonstrated strong product knowledge to effectively troubleshoot and resolve customer issues
• Maintained a high level of professionalism and empathy while addressing customer concerns
• Managed a high volume of incoming calls and emails in a fast-paced environment
• Provided guidance to customers on using software applications or online platforms effectively
• Participated in regular training sessions to stay updated on product features, enhancements, and industry trends
Tech Support Representative
ADT-Southaven, MS
March 2022 to December 2023
Answer incoming calls from customers about equipment not working properly. I would walk the customers through the necessary steps to get their systems back up and running.
• Provided technical support to customers via phone, email, and chat, resolving XX% of issues on the first contact
• Collaborated with tier 1 support team to escalate complex issues and ensure timely resolution
• Documented all customer interactions accurately in the ticketing system for future reference
• Closely monitored service level agreements (SLAs) to ensure prompt response times and issue resolution targets were met
• Assisted with remote installations and upgrades for customers, ensuring minimal disruption to their operations
• Collaborated with sales teams during pre-sales activities by providing technical expertise and addressing customer concerns or questions
Claims Specialist
Prime Therapeutics-Southaven, MS
March 2022 to July 2023
Answer incoming calls from customers regarding eligibility claims for prescriptions.
• Provided exceptional customer support via phone, email, and chat channels
• Maintained a high level of professionalism and empathy while addressing customer concerns
• Managed a high volume of incoming calls and emails in a fast-paced environment
• Maintained a positive and professional attitude when dealing with challenging customers
• Documented all interactions with customers accurately and thoroughly in the CRM system Shift Manager
Jets Pizza-Memphis, TN
April 2020 to January 2022
1. Open store
2. Count safe/registers
3. Count/make dough
4. Truck orders
5. Take/make customer orders
6. Resolve any issues
• Oversaw all aspects of daily operations for a busy pizza restaurant, including staff management, customer service, and inventory control
• Managed a team of XX employees, providing coaching and feedback to improve performance and maintain high morale
• Maintained strict adherence to health and safety regulations, ensuring a clean and sanitary environment at all times
• Monitored food quality standards to ensure consistency in taste, presentation, and portion sizes
• Handled customer complaints or concerns promptly and professionally, resolving issues to ensure customer satisfaction
• Achieved consistently high ratings on online review platforms through excellent service delivery and positive guest experiences
Key Holder/Assistant Manager
Dollar General-Memphis, TN
August 2019 to March 2020
1. Count registers/ safe
2. Stock
3. Seasonal displays
4. Check out customers
• Managed store operations in the absence of the store manager, ensuring smooth and efficient daily operations
• Provided exceptional customer service by assisting customers with product selection, answering inquiries, and resolving issues
• Trained new sales associates on company policies, procedures, and product knowledge to ensure consistent customer experience
• Assisted in visual merchandising efforts to create an appealing store environment that drove customer engagement
• Resolved customer complaints or concerns promptly and effectively to ensure high levels of customer satisfaction
• Contributed ideas for improving store layout, displays, promotions, and overall customer experience
• Assisted in receiving shipments, unpacking merchandise, stocking shelves, and maintaining a clean work area
Customer Service Representative
Verizon-Missouri, United States
August 2012 to April 2015
1. Answer incoming customer calls
2. Restore service
3. Help with billing issues
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
Customer Care Specialist
Education
Kirby High School-Memphis, TN
January 2001 to December 2005
Skills
• 10 key typing
• English
• Windows
• Front desk
• Proofreading
• Productivity software
• macOS support
• Distribution center
• Client interaction via phone calls
• Remote support specialist experience
• VPN
• Firewall
• Product replacement management
• Intermediate
• ICD-9 (3 years)
• Mac OS
• Microsoft Teams
• Medicare
• Technical support - Technical support experience (1-2 years)
• Email configuration (technical support)
• Hardware support
• Real-time systems
• Network hardware support
• Data entry (7 years)
• Operating system installation
• Technical Proficiency
• Network monitoring
• Desktop support
• Analysis skills
• Healthcare management
• Typing
• iOS support
• Managing technical support teams - Largest technical support team managed (1-5 team members)
• Organizational skills
• Computer literacy (10+ years)
• Network troubleshooting
• Performance tuning
• Microsoft Outlook
• Microsoft Excel
• Phone etiquette (7 years)
• Laptop (troubleshooting support)
• Zoom
• Administrative experience
• ICD-10
• Productivity software support
• DHCP
• Computer networking
• Attention to detail (10+ years)
• Insurance Claims Mobile Devices Up-Selling Telephone Skills Technical Support Billing Customer Support/Service Detail Oriented Childcare Food Preparation Food Services HIPAA (Health Insurance Portability and Accountability Act) Home Care Leadership Microsoft Office Microsoft Word Retail Sales Sales Training/Teaching Time Management Typing Microsoft Windows Operating System Problem Solving Skills Order Processing Store Opening Certified Pharmacy Technician (CPhT) Secondary School Point of Sale (POS) Systems Sales Management Pharmacy Cook Dishes Computer Operations Microsoft Excel Microsoft PowerPoint Microsoft Outlook English Language English
• Computer skills
• Software troubleshooting
• Product support specialist experience
• Telecommunication
• Help desk
• Microsoft Office
• Software installation
• Customer support
• Customer service
• Developing technical user guides - Technical user guides developed (1-3 guides)
• Google Docs
• Experience working with students
• Mainframe
• iOS
• Medical office experience
• Upselling
• Customer support technician experience
• Office experience
• Android support
• Communication skills (7 years)
• Computer operation
• Operating system updates
• Multitasking
• Phone communication
Certifications and Licenses
Driver's License
Pharmacy Technician Certification
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