Summary
Overview
Work History
Education
Skills
Timeline
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Mashuntis Shanklin

Summary

Professional Summary


Friendly and solution-oriented customer service professional with experience in handling high call volumes, resolving issues efficiently, and maintaining a positive brand image. Patient and knowledgeable tech support pro experienced in guiding users through troubleshooting steps, software installations, and hardware issues.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Walmart
05.2021 - Current
  • Handled up to 80 calls daily assisting customers with account issues.
  • Resolved complaints and followed up to ensure customer satisfaction.
  • Logged interactions and outcomes in CRM software.
  • Develop and execute plans that result in improved service levels.
  • Analyze and resolve customer queries, ensuring high satisfaction and timely issue resolution.
  • Utilize multiple systems to research and address issues, maintaining exceptional service standards.
  • Handle inquiries from pharmacies, insurance companies, and patients, providing accurate information.
  • Assist pharmacists with daily tasks and office management, ensuring smooth operations.
  • Educate customers on billing, payment processing, and support policies, enhancing their understanding

Technical Support Representative

Sutherland Global
02.2017 - 05.2021
  • Managed high levels of call flow and responded to technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolved technical issues via phone and remote desktop tools.
  • Logged and escalated tickets when needed.
  • Walked customers through installations and setups.

Data Entry Specialist

Apple One
08.2015 - 02.2017
  • Entered and verified large volumes of data into internal systems.
  • Audited spreadsheets for errors and inconsistencies.
  • Maintained high accuracy in data projects and met tight deadlines.
  • Corrected data entry errors to prevent later issues such as duplication or data degradation.
  • Compiled data and reviewed information for accuracy prior to input.
  • Managed and organized documents for data entry tasks.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.

Education

High School Diploma -

Leflore County High School
Itta Bena, MS
05-2014

Skills

  • Inbound/Outbound Calls
  • Conflict Resolution
  • CRM Tools (Zendesk, Salesforce)
  • Empathy & Patience
  • Call Documentation
  • Troubleshooting
  • Remote Support Tools
  • Ticketing Systems
  • Knowledge Base Management
  • Networking Basics
  • Customer Education

Timeline

Customer Service Representative

Walmart
05.2021 - Current

Technical Support Representative

Sutherland Global
02.2017 - 05.2021

Data Entry Specialist

Apple One
08.2015 - 02.2017

High School Diploma -

Leflore County High School