Charity Shavers
Lewisville,TX
Summary
Driven professional with strong background in providing issue resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding individuals to reach satisfactory resolution and settle complicated issues. Devoted to adhering to ethical guidelines and policies throughout all casework. Highly-motivated individual with a desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
Resolution Specialist
Brinks Home Security
Farmer Branch, TX
01.2023 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Mentored new employees on procedures and policies to maximize team performance.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Prepared basic and preliminary credit analyses to determine creditworthiness and compliance.
- Reconciled customer accounts to identify delinquencies or disputes, documenting root causes.
- Acting SME meetings with internal team members, consultants and contractors.
Customer Service Representative
Brinks Home
Farmers Branch, TX
03.2021 - 01.2023
- Provided data-driven solutions to support decision making.
- Maintained documentation of all the processes related to job billable.
- Managed and operated Parts Return Credit queue
- Investigated incorrect billings and processed refunds as necessary.
- Assisted in developing strategies for improving crediting processes.
- Answered customer inquiries regarding billings, payments, account status.
- Developed effective working relationships with team members across multiple departments.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Quality Assurance Analyst
Brinks Home Security
Farmers Branch, TX
10.2020 - 05.2021
- Consistently met identified team and client performance metrics, goals, and deadlines.
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues, and boosting customer loyalty.
- Implemented best practices in fostering exceptional customer care support and satisfying customers.
- Determined charges for services requested, collected deposits or payments, and arranged for billing.
- Quoted prices for items desired, explain credit terms and collected credit information to qualify customers.
- Reviewed current standards and policies.
- Established product specifications and quality assurance practices
- Reviewed standard operating procedures or quality assurance manuals to refine production processes or update for conformity to new regulations or policies..
- Mentored new employees on procedures and policies to maximize team performance.
Customer Care Representative
Brinks Home Security
Farmers Branch, TX
01.2020 - 10.2020
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Documented conversations with customers to track requests, problems and solutions.
- Assessed customer account information to determine current issues and potential solutions.
Art Coordinator
Red River Co. Boys & Girls Club
Clarksville, TX
06.2018 - 12.2019
- Developed artistic visual products while working within defined technical constraints.
- Contributed to creative process through original ideas and inspiration.
- Managed all art and office supply needs for art department.
- Created well-balanced environment with ample time for instruction, play and exploration.
- Allowed children to observe activities in classroom and encouraged questions.
Lead Teacher
Detroit ISD/Clarksville Head
Clarksville, Tx
07.2014 - 08.2019
- Supervised students and enforced discipline during all Head Start activities.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Educated students in foundational concepts such as shapes, numbers and letters.
- Promoted physical, academic and social development by implementing diverse classroom and outside activities.
- Used classroom observations to create written assessments of student performance.
- Tutored struggling students to help each understand core ideas and improve their performance.
- Administered standardized and informal tests to evaluate student progress.
- Engaged students with immersive activities to expand on lecture topics.
- Teacher's Assistance, Detroit Head Start/Clarksville Head Start.
Education
Associate of Science - Elementary Education, Special Education
Elementary Education
Skills
- Brand representation Product education
- Product and service knowledge Customer relations
- Classroom management Differentiated instruction
- Elementary education Team leadership
- Complex problem solver Student motivation
- Identifying problems Problem resolution
- Billing knowledge
- Customer relations expert
- Customer service
- Data entry
- Instruction
- Team leadership
- Problem resolution
- Quality assurance experience
- Knowledge of auditing systems
- Working collaboratively
- Critical thinking
Timeline
Resolution Specialist - Brinks Home Security
01.2023 - Current
Customer Service Representative - Brinks Home
03.2021 - 01.2023
Quality Assurance Analyst - Brinks Home Security
10.2020 - 05.2021
Customer Care Representative - Brinks Home Security
01.2020 - 10.2020
Art Coordinator - Red River Co. Boys & Girls Club
06.2018 - 12.2019
Lead Teacher - Detroit ISD/Clarksville Head
07.2014 - 08.2019
Paris Junior College - Associate of Science, Elementary Education, Special Education
Stephen F. Austin State University - , Elementary Education
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