Chelsee Shields
Houston
Summary
Versatile Customer Service and Technical Support Professional with 4+ years of combined experience in client relations, remote tech troubleshooting, and administrative support. Known for delivering excellent customer experiences, resolving issues quickly, and maintaining professionalism under pressure. Skilled at managing multiple communication channels, documenting requests accurately, and building lasting relationships through empathy and problem-solving.
Overview
7
7
years of professional experience
Work History
Contract Desktop Support
Apex Systems Mcgriff Insurance
11.2024
- Assisted over 300 employees across the 4th & 5th floor of Mcgriff Insurance during a major company migration.
- Provided on-site tech support for hardware, software, and networking issues.
- Configured and installed operating systems, applications, and software updates for individual workstations.
- Assisted employees with various technical issues, including email setup, network connectivity, and system access.
- Imaged and configured laptops with standard OS and software packages.
- Collaborated with IT and network teams to ensure all devices were properly connected to internal systems, networks, and email services.
Contact PC Deployment
TEKsystems LabCorp
09.2024
- Planned and executed the migration of all critical data from Bio Health Labs' systems to LabCorp's central systems.
- Converted Bio Health Labs' IT systems, databases, and networks to align with LabCorp's technology standards and protocols.
- Upgraded outdated or incompatible hardware at Bio Health Labs facilities to meet LabCorp's performance and compatibility standard.
- Enhanced cybersecurity measures to protect sensitive data, incorporating LabCorp's security standards, including firewalls, encryption, and access control policies, to safeguard patient and corporate information.
- Established a dedicated technical support team to assist with any IT-related issues during and after the transition period, ensuring continuous operation and quick resolution of any problems.
Contract Inventory Specialist Remote
Riverside Technologies Inc.
03.2023 - 05.2023
- Performed monthly inventory counts and investigated discrepancies in inventory.
- Received and stocked incoming material and parts.
- Developed and maintained good working relationships with vendors.
- Worked with vendors to negotiate pricing on inventory.
- Trained additional staff as needed to perform inventory/quoting.
Customer Service Representative (Remote)
Doghouse District Grooming
12.2023 - 09.2025
- Manage high-volume customer inquiries through phone, text, and email for a grooming service.
- Schedule appointments, coordinate service requests, and process payments with accuracy.
- Handle client complaints and concerns with empathy and professionalism to ensure retention.
- Document all communications and follow-ups in the client system to maintain service quality.
Data Analyst- Migrations Specialist
GTS Technology Solutions / PAISD
08.2022 - 04.2023
- Assist with testing operating systems and security software.
- Troubleshoot and remediate user configurations, vulnerability scans to identify possible security attacks.
- Troubleshoot and remediate issues with anti-malware clients.
- Troubleshoot and remediate issues with backup software.
- Deploy and configure desktop, tablets into user environments.
Part Time Remote Customer Service Representative
Enchanted by Cee
03.2020 - 02.2023
- Assisted customers with inquiries, providing accurate product information and support.
- Resolved customer complaints efficiently, ensuring satisfaction and loyalty.
- Maintained knowledge of product offerings to enhance customer interactions.
- Processed orders and returns accurately, streamlining transaction procedures.
- Trained new staff on customer service protocols and company policies.
Client Experience Coordinator Remote
Trillography by Cee
01.2019 - 01.2023
- Delivered private and group dance sessions while managing client bookings and communication.
- Maintained records, processed payments, and ensured client satisfaction and safety.
- Leveraged social media and digital marketing to attract and retain clientele.
Education
associate's - dance
Houston City College
01-2027
Skills
- Customer Service & Support (Phone, Chat, Email)
- Technical Troubleshooting (Windows 11, Networks, Software)
- CRM & Ticketing Systems (ServiceNow, Zendesk)
- Leasing Assistance & Resident Support
- Data Entry & Documentation
- Microsoft Teams Outlook Word Excel
- Remote Work Management Multitasking Time Management
- Customer service
- Multitasking Abilities
Timeline
Contract Desktop Support
Apex Systems Mcgriff Insurance
11.2024
Contact PC Deployment
TEKsystems LabCorp
09.2024
Customer Service Representative (Remote)
Doghouse District Grooming
12.2023 - 09.2025
Contract Inventory Specialist Remote
Riverside Technologies Inc.
03.2023 - 05.2023
Data Analyst- Migrations Specialist
GTS Technology Solutions / PAISD
08.2022 - 04.2023
Part Time Remote Customer Service Representative
Enchanted by Cee
03.2020 - 02.2023
Client Experience Coordinator Remote
Trillography by Cee
01.2019 - 01.2023
associate's - dance
Houston City College