Customer Service Specialist with Escalation & Troubleshooting Skills

SHANTA MANUEL

Waco, TX 254-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Customer service and support professional with experience in live chat, email, phone support, account maintenance, issue resolution, and administrative support. Skilled in troubleshooting, de-escalation, documentation, customer account updates, and following standard operating procedures. Known for professionalism, accuracy, empathy, and meeting quality and service goals in fast-paced environments. CORE COMPETENCIES

• Customer Service • Live Chat Support

• Email Support • Phone Support

• Account Updates • Complaint Resolution

• Troubleshooting • Escalations

• Administrative Support • Scheduling

• Documentation • Data Entry

• Customer Retention • SOP Compliance

• Medical Terminology • Inventory Support

PROFESSIONAL EXPERIENCE

Customer Support Agent FanDuel - Waco, TX

12/2022 - Present

• Provide customer support through live chat and email, resolving account, product, and service issues with professionalism and accuracy.

• Review customer concerns, identify root causes, and follow standard operating procedures to troubleshoot and resolve issues efficiently.

• Document interactions, account updates, and resolutions clearly to maintain accurate records and support service quality standards.

• Escalate unresolved or high-impact issues to the appropriate teams and collaborate to ensure timely resolution.

• Analyze recurring customer issues and feedback to identify trends and recommend service improvements.

• Support a positive customer experience by using strong communication, empathy, de-escalation, and problem-solving skills.

Advisor I, Customer Service Concentrix - Waco, TX 11/2021 - 01/2022

• Maintained accurate customer account information using manual and digital systems.

• Assisted customers by phone and in person, answered questions, and resolved service-related concerns.

• Followed up on open and resolved issues to ensure customer satisfaction and adherence to service expectations.

• Met quality standards, followed call guidelines, and supported team productivity in a fast-paced service environment.

Package Handler / Warehouse Material Handler Army & Air Force Exchange Service (AAFES) - Waco, TX

08/2018 - 01/2020

• Prepared pallets and processed shipping and receiving tasks to support accurate and timely distribution.

• Used handheld scanners, logs, and inventory records to track item movement and maintain accuracy.

• Inspected shipments for damage and discrepancies to prevent fulfillment and logistics errors. Kitchen Manager / Crew Member / Customer Service Representative Chick-fil-A - Waco, TX 10/2014 - 11/2017

• Managed inventory and supervised a team of 8 to 10 employees in a high-volume customer service environment.

• Handled customer concerns, resolved complaints, and implemented corrective actions to maintain satisfaction.

• Trained team members on safety procedures, customer service expectations, and daily operations. Personal Care Assistant Girling Home Health - Waco, TX 08/2011 - 06/2013

• Assisted clients with daily living activities, wellness support, and routine care needs.

• Scheduled medical appointments and provided transportation to help maintain continuity of care. Crew Member / Cashier Team Lead / Customer Service MOOYAH Burgers, Fries & Shakes - Waco, TX 01/2010 - 07/2011

• Delivered front-line customer service, processed payments, and resolved routine service issues.

• Escalated complex concerns appropriately and supported daily team operations. Automated Logistical Specialist (92A) United States Army Reserve - Waco, TX 12/2001 - 12/2009

• Managed inventory, stock control, and material distribution in accordance with operational requirements.

• Maintained accurate supply records and supported timely fulfillment of orders and logistics requests. EDUCATION

Associate of Science in Health Science, Medical Administrative Assistant Ultimate Medical Academy - Clearwater, FL

Graduated: 11/2021

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