Customer Support & Technical Operations Specialist

Shandreia Barnes

318-***-**** *********@*****.*** Shreveport, La 71119

Profile

Detail-oriented professional with a strong background in customer service, operations management, and client support. Skilled in delivering high-quality service through non-phone-based channels including email, live chat, ticketing systems, and in-person assistance. Adept at building client relationships, managing business operations, coordinating projects, and creating effective digital engagement strategies. Known for problem-solving, adaptability, and commitment to long-term organizational success.

Experience

Remote Technical Support Representative

Solera Holdings, LLC June 2023 – August 2025

Solve problems and manage solutions backed by the support of a successful team. Manage both incoming phone calls and electronic logistically and efficiently. Provided exceptional follow-up with technicians to ensure issues are resolved to customers' Satisfaction.

Remote Customer Service Representative

Direct Interactions November 2020 - June 2023

Interacting with hundreds of callers daily and using techniques like active listening and critical thinking to bring resolutions to a wide array of customer service inquiries. Actively resolving complaints and concerns within the queue. Properly documenting notes and effectively summarizing conversation details. Openly accept feedback, coaching & training to further develop skills. Customer Service Representative

Young and Williams November 2018 – November 2020

Provided excellent customer service, resolving an average of 30 inquiries per day via phone and email. Assisted customers in troubleshooting technical issues, resulting in a 20% decrease in escalations to the technical support team. Gathered customer feedback and suggestions, leading to the implementation of three new product features. Received recognition for achieving a 98% customer satisfaction rating for three consecutive quarters. Contributed to a team initiative that reduced response time for email inquiries, enhancing overall customer experience.

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Customer Service Representative

DXC Technology June 2014 – November 2018

Consult with your neighbors on the available services that can support their situation. Provide the best solutions for their need in a variety of communication channels that could include voice, email or chat. Respond to customer inquiries with active listening. Resolve customer issues with patience and understanding. Call Center Representative

Windstream January 2011- June 2014

Create client engagement through outbound prospecting calls for business clients via phone, email, and chat. Identify customer needs and recommend appropriate products or services. Guide prospects through the sales process, from initial inquiry to closing the sale. Maintain a deep understanding of the company's products and services. Collaborate with marketing and customer service teams to ensure a seamless customer experience. Track and manage leads in the CRM system, ensuring accurate data entry and follow-up. Meet or exceed monthly sales targets and performance metrics. Provide feedback to the product and marketing teams based on customer interactions.

Banking Customer Service Representative

US Support — September 2007 – January 2011

Delivered digital banking support and fraud detection assistance. Maintained customer trust through efficient and accurate problem-solving.

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Education

Woodlawn High School

August 2003 –May 2007

High School Diploma

Skills & Abilities

Customer service, Microsoft Excel, Technical support, Microsoft Word, Microsoft Office, Communication skills, Windows, Typing 40mps, Healthcare representative, Data entry, Banking Advisor

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