Michael Shanks
Columbus,OH
Summary
Technical and Customer Support Representative skilled at resolving complex customer service issues in a timely and professional manner. Looking to find a great company who I can work for and help each other succeed
Overview
13
13
years of professional experience
1
1
Certification
Work History
Supervisor
VISA/TP
Columbus, OH
07.2019 - 02.2025
- Supervisor of a team of 20 to 30 agents at any time.
- Agents were over-the-phone support representatives who assisted in financial support and banking support in a call center.
- Coached agents to ensure all policies are being followed correctly, making sure they had all the knowledge to succeed.
- Helped train multiple new-hire classes from the classroom all the way into production.
Banking Customer Service Representative
VISA/TP
Columbus, Ohio
08.2018 - 06.2019
- Started as the first official training class for the Visa Project at launch.
- Assisted customers with financial and banking needs, as well as online banking troubleshooting and support.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Assisted in training three new hire classes, and was nesting lead/supervisor for two classes, and a subject matter expert before becoming an official supervisor.
Banking Customer Service Representative
JPMorgan Chase & Co
Westerville, OH
08.2016 - 06.2018
- Over-the-phone customer support representative.
- Assisting customers with any banking needs, or online support.
- De-escalated irate customers to improve an all-around great experience.
- Worked at a fast pace while retaining outstanding customer satisfaction and survey volume.
Workstation Engineer and Network Senior Support
Dell
Oklahoma City, OK
07.2013 - 03.2016
- Served as a leader of a technical team, providing over-the-phone support to resolve any software, hardware, or Tier 1/2 networking issues for consumer and business customers.
- Successfully helped train over 75 employees.
- Brainstormed a development team evolution strategy and deployed best practices, such as team programming and test-driven development.
- 97% overall satisfaction survey volume, and 4-time Customer Elite Award winner.
- Developed training materials and procedures, or trained users in the proper use of hardware or software.
- Maintained records of daily data communication transactions, problems, and remedial actions taken, or installation activities.
Advanced Repair Agent
Geek Squad
Oklahoma City, OK
06.2012 - 07.2013
- Advanced Repair Agent
Education
IT Support and Services - Information Technology
Columbus Downtown
Columbus, OH06.2012
High School Diploma -
Fort Hayes Metropolitan Education Center
Columbus, OH05.2012
Skills
- 7 years of call center IT support, banking support, and general customer service
- Strong analytical skills
- Exceptional telephone etiquette
- Excellent and swift problem-solving skills
- Hardware support and certification troubleshooting
- Prioritizing business needs
- Patient and diligent
- Cisco IT Support and Services
- CompTIA A Certification
- Security Certification
- Microsoft Office Specialist (MOS), MOS Expert
- Adobe Certified Instructor for Creative Cloud
Certification
- Cisco IT Support and Services
- CompTIA A+ Certification
- Security+ Certification
- Microsoft Office Specialist (MOS) (MOS Expert)
- Adobe Certified Instructor for Creative Cloud
Timeline
Supervisor
VISA/TP
07.2019 - 02.2025
Banking Customer Service Representative
VISA/TP
08.2018 - 06.2019
Banking Customer Service Representative
JPMorgan Chase & Co
08.2016 - 06.2018
Workstation Engineer and Network Senior Support
Dell
07.2013 - 03.2016
Advanced Repair Agent
Geek Squad
06.2012 - 07.2013
IT Support and Services - Information Technology
Columbus Downtown
High School Diploma -
Fort Hayes Metropolitan Education Center
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