Summary
Overview
Work History
Education
Skills
Timeline
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NE'SHARI TABER

Atlanta,GA

Summary

Empathetic and hardworking Customer Account Manager with hands-on experience in SaaS startups. Skilled at reducing case resolution times and raising overall customer satisfaction. Worked with various customer communication platforms, and created procedures that improved team efficiency handling customer queries. Diligent reporting customer feedback and KPI statistics to internal and external stakeholders.

Overview

6
6
years of professional experience

Work History

Tier II Support Representative

Comcast
12.2021 - 06.2023
  • Prepare and distribute correspondence, program documentation, and forms, and create reports and other materials using office automation software.
  • Developed advanced help desk training system, reducing new associate onboarding process by three days.
  • Closed more than 75% of support tickets within one business day and Provided end-to-end troubleshooting and issue resolution for internal and front-end users and share points.
  • Performed all aspects of desktop support, including network installation, configuration, and connectivity troubleshooting.
  • Received executive recognition for reducing number of customer callbacks by 22%
  • Averaged 15-20 technical support calls day in fast-paced environment. Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.

Customer Success Manager

Ultimate Kronos Group
04.2019 - 12.2021
  • Built and managed ongoing relationships with customers by listening to concerns, managing expectations, and proactively finding solutions, achieving customer satisfaction rate of 96%.
  • Used conflict management skills to listen and empathize with customers, maintaining account retention rate of 94% over three years.
  • Conducted research and analysis on industry trends and customer experience solutions to develop new customer onboarding strategies and improve customer experience, resulting in retention rate of 93%.
  • Anticipated, managed, and resolved conflicts by empathizing and listening to customers and paying close attention to each account.

Customer Service Escalation Specialist

Georgia Department Of Revenue
12.2018 - 04.2019
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on spot with customers.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Assisted agents with any questions or escalated issues with customers.
  • Investigated and resolved customer inquiries and complaints in empathetic manner.

Human Resources Payroll Specialist

Waste Management Company
01.2017 - 03.2019
  • Prepared bi-monthly payroll for 125-150 employees, temps and consultants. Managed all aspects of open enrollment. Subject matter expert for benefits, payroll, and HR questions.
  • Designed HRIS system, transitioned from manual process and achieved compliance. Lead Project Manager in 4 month project to transition from Paychex to ADP payroll system.
  • Collaborated with Compensation and Benefits to design customized Employee Handbook.
  • Key contributor to 401K and health insurance benefit provider negotiation and selection process planning organizing.
  • Maintained job postings on agencies internal website.
  • Reduced labor budget by 70% by devising innovative methods for adjusting salary ranges while preventing layoffs.

Education

Master of Arts - Business Administration And Management

Keiser University
Tallahassee, FL
06.2016

Bachelor of Science - Business Administration

University of Florida Memorial
Miami, FL
06.2014

Skills

  • Self-motivating and entrepreneurial team player
  • Experience building lasting relationships with customers and colleagues
  • Customer relationship management
  • Analytical skills
  • Research skills
  • Conflict resolution
  • Empathy
  • Communication
  • Detail-oriented
  • Multi-tiered Support Systems
  • Executive support
  • Case support abilities
  • Emotionally supportive
  • Helpdesk support

Timeline

Tier II Support Representative

Comcast
12.2021 - 06.2023

Customer Success Manager

Ultimate Kronos Group
04.2019 - 12.2021

Customer Service Escalation Specialist

Georgia Department Of Revenue
12.2018 - 04.2019

Human Resources Payroll Specialist

Waste Management Company
01.2017 - 03.2019

Master of Arts - Business Administration And Management

Keiser University

Bachelor of Science - Business Administration

University of Florida Memorial

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NE'SHARI TABER