Mitsy-Ann Shippy
Pembroke Pines
Summary
Accomplished Customer Service Rep with 7+ years of experience in diverse support roles. Proven record of exceeding customer satisfaction benchmarks through innovative problem-solving and efficiency strategies. Proficient in CRM tools, aiming to enhance customer delight.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Mixologist
Zari South Beach
04.2023 - 10.2025
- Crafted innovative cocktails using seasonal ingredients and unique flavor profiles.
- Provided exceptional customer service by engaging with patrons and responding to their beverage preferences.
- Fostered strong relationships with customers through personalized service and detailed product knowledge.
- Trained and mentored junior staff in mixology techniques and customer service standards.
Client Support Specialist
ServiceNow Trust
01.2024 - 01.2025
- Managed client accounts, reducing churn by 15%
- Created FAQ resources improving service efficiency by 20%
- Facilitated weekly support workshops, raising team knowledge
Technical Assistance Coordinator Remote
TechAssist Pros
11.2020 - 11.2022
- Assisted in improving tech support turnaround by 40%
- Developed onboarding programs, cutting training time by 25%
- Reduced support ticket resolution time by 50% in 3 months
- Coordinated project timelines and schedules to ensure timely completion of deliverables.
Call Center Supervisor
Florida Home Improvement Associates
09.2012 - 09.2020
- Supervised daily operations of call center, ensuring team met performance targets.
- Trained and mentored staff on communication techniques and customer service best practices.
- Analyzed call metrics to identify areas for improvement and enhance team efficiency.
- Developed and implemented training programs to improve employee skill sets and retention rates.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Education
Master’s Degree - Business Administration
University of Illinois
Urbana-Champaign, IllinoisBachelor’s Degree - Communication Studies
Illinois State University
Normal, IllinoisSkills
- Customer Relations
- Conflict Resolution
- Communication Skills
- Technical Support
- Problem Solving
- Time Management
- Data Entry Efficiency
- CRM Software Proficiency
Certification
- Certified Customer Service Professional - International Customer Management Institute
- Advanced Support Specialist - Support Industry Institute
Timeline
Client Support Specialist
ServiceNow Trust
01.2024 - 01.2025
Mixologist
Zari South Beach
04.2023 - 10.2025
Technical Assistance Coordinator Remote
TechAssist Pros
11.2020 - 11.2022
Call Center Supervisor
Florida Home Improvement Associates
09.2012 - 09.2020
Master’s Degree - Business Administration
University of Illinois
Bachelor’s Degree - Communication Studies
Illinois State University