Customer Service Professional with 15+ Years Experience
Resume:
Shantae Shotuyo
CORRECT EMAIL:*********.*******@*****.*****
Savannah, GA 31419
*******.*******@*****.***
Professional Summary
Astute professional with 15+ years of diverse customer support, technical troubleshooting, and office management experience. Leveraging a background in surgical technology and strong medical terminology, excels in detailed record keeping and client liaison in fast-paced settings. Prepared to utilize refined organizational and software skills to ensure billing accuracy and regulatory compliance. Authorized to work in the US for any employer
Work Experience
Personal Banker
First National Bank Texas-Savannah, GA
June 2025 to Present
• Processed and verified customer transactions with strict attention to detail and regulatory compliance guidelines
• Provided exceptional customer service by addressing inquiries and resolving issues in a timely and professional manner
• Identified opportunities to cross-sell products and services, effectively communicating benefits to clients
• Developed strong relationships with clients through regular communication and personalized service
• Assessed client needs and recommended appropriate financial solutions based on goals and risk tolerance
• Ensured the security of sensitive customer information while adhering to compliance standards
• Participated in ongoing training to stay updated on industry trends, product knowledge, and regulations
• Investigated and resolved customer complaints or discrepancies with accuracy and professionalism
• Maintained thorough understanding of regulations, policies, and procedures impacting client accounts Front Desk/Night Auditor
Sage hospitality/The Ann Savannah-Savannah, GA
February 2025 to Present
• Checked in late night guests, verified information, and ensured accurate billing and room assignment
• Communicated hotel amenities and resolved guest issues, coordinating with appropriate departments
• Ran overnight audit reports, processed deposits, and authorized or corrected billing discrepancies
• Entered credits owed to guests and processed charges for no-shows with accuracy
• Assigned rooms for arrivals, ensuring requests and preferences were met
• Assisted departing guests with bill settlement and check-out procedures
• Sent daily reports and updates to management and relevant departments
• Restocked front desk supplies and maintained organized, clean workspace
• Demonstrated strong attention to detail and maintained accurate records throughout shift Doordash Driver/uber driver
DoorDash & Uber-Savannah, GA
July 2018 to Present
• Delivered packages and goods to customers in a timely and efficient manner
• Ensured the safe transportation of goods by following all traffic laws and company policies
• Provided excellent customer service by being courteous, professional, and responsive to customer inquiries or concerns
• Performed routine vehicle inspections before each shift to ensure proper functioning of brakes, lights, tires, etc
• Followed specific instructions for handling fragile or hazardous materials during transport
• Utilized GPS navigation systems or maps to determine the most efficient routes for deliveries
• Communicated any delays or issues with deliveries promptly to customers and supervisors
• Maintained a perfect driving record with no accidents or traffic violations throughout employment tenure
• Received multiple commendations from customers for exceptional service In Home Caregiver
Zappone-Savannah, GA
April 2019 to February 2021
• Provided compassionate and personalized care, ensuring clients' physical and emotional well-being
• Assisted with activities of daily living (ADLs), promoting independence and maintaining dignity
• Administered medications per prescribed schedules, maintaining accurate medication records
• Managed and organized medical appointments, coordinating transportation and documentation
• Maintained a clean and safe environment, performing light housekeeping and organizing living spaces
• Collaborated with healthcare professionals to implement and adjust care plans, ensuring coordinated care
• Maintained accurate records and communicated effectively with clients and healthcare teams Quality Assurance Analyst
Intel Direct Call Center-Miami, FL
May 2013 to October 2017
• Monitored call center agents for compliance with scripts, policies, and customer service standards
• Developed grading systems and reviewed documentation to ensure accuracy and adherence to protocols
• De-escalated customer complaints and resolved issues to client satisfaction
• Conducted training seminars on systems, applications, and customer interaction best practices
• Collaborated with corporate clients to develop scripts and training materials for new hires
• Provided support to agents, addressing operational questions and resolving technical issues
• Maintained and protected internal network and systems, ensuring compliance and security
• Upgraded system software and hardware as needed, escalating complex issues appropriately
• Conducted coaching sessions with team members, reviewing calls and providing feedback based on compliance checklists
IT Technician
AT&T Tier 2 technical support-Miami, FL
April 2006 to November 2010
• Provided advanced technical support for complex issues, utilizing remote access and diagnostic routines
• Oversaw Tier 1 advisors, ensuring compliance with company policies and procedures
• Ensured accurate documentation of issues, solutions, and customer communications
• Delivered clear explanations of technical solutions to clients, ensuring understanding and satisfaction
• Maintained high standards of quality and confidentiality when handling sensitive information
• Provided tools and support to entry-level employees, enabling effective customer assistance
• Maintained compliance with company standards and protected sensitive data during remote sessions Customer Service Representative for Directv
Precision Response Corporation-Miami, FL
April 2003 to September 2006
• Assisted customers with billing inquiries, account management, and understanding services
• Upsold channel packages and equipment to meet sales goals and enhance customer satisfaction
• De-escalated irate callers and provided solutions tailored to customer needs
• Handled supervisor request calls as team lead, supporting agents and resolving escalated issues
• Assisted other agents with calls and system navigation as requested
• Maintained organized workspace and accurate records of promotions and customer interactions
• Anticipated customer needs and provided timely, effective solutions Hotel Front Desk Clerk
Lowe’s hotel Miami-Miami, FL
July 2002 to September 2003
• Greeted and checked-in guests, ensuring accurate billing and positive first impressions
• Managed high volume of calls, addressing inquiries and resolving issues promptly
• Maintained accurate records of room availability, reservations, and guest accounts
• Provided exceptional customer service and proactively offered assistance to guests
• Handled cash transactions and balanced cash drawer at end of shift
• Resolved guest complaints by listening attentively and taking appropriate action
• Performed check-out procedures, ensuring billing accuracy and providing departure assistance
• Coordinated with other departments to address facility-related issues
• Maintained knowledge of amenities, services, and local information to assist guests Education
Surgical Science and the human body (associate of science) Miami Dade College/ Keiser University-Miami, FL
August 2003 to June 2005
General science (Associate of Science)
Miami Dade College-Miami, FL
August 2003 to May 2005
General Studies (Diploma)
Miami Norland Senior High School-Savannah, GA
August 1999 to May 2003
Skills
• Medical billing
• Medical terminology
• Anatomy knowledge
• Physiology knowledge
• Insurance verification
• Accounts receivable
• Data entry
• Organizational skills
• Attention to detail
• Communication skills
• Administrative experience
• Microsoft Office
• Customer service
• Documentation review
• Calendar management
Certifications and Licenses
Driver's License
April 2021 to August 2026
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