Paul Shackelford
Customer Service Specialist
Columbia,SC
Summary
Accomplished Customer Service Supervisor at TDB Communications, adept in fostering team collaboration and enhancing customer experience by 3% at Verizon Wireless. Excelled in problem-solving and Microsoft Office, significantly improving service standards and operational efficiency. Demonstrated exceptional leadership and decision-making skills, driving team performance and customer satisfaction.
Overview
20
20
years of professional experience
Work History
Customer Service Supervisor
TDB Communications
01.2024 - 09.2024
- Conducted regular performance evaluations with employees to diagnose areas of concern, determine causal factors, and work jointly with Human Resources to resolve identified problems.
- Offered guidance and pinpoint areas for growth through regular coaching sessions with team members.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Contributed to meetings and recommended revisions to policies and procedures.
Home Based Tech Expert Lead
Verizon Wireless
03.2020 - 08.2023
- Served as the key point of contact in the absence of the Supervisor supporting 5 to 6 teams, each comprised of 8 to14 technical experts, in handling escalations, product queries, and customer.
- Increased profitability by reaching target goals of 100% Year over Year through increased detailed inspections before sending out like-new replacement devices.
- Conducted team meetings and huddles to align technical goals, improve customer interaction, and disseminate updates regarding new products and services.
- Partnered across channels to foster knowledge sharing and overall increase in effective tool utilization leading to an improvement in overall Customer Experience by 3%.
Tech Expert
Verizon Wireless
03.2016 - 02.2020
- Effectively resolved complex equipment issues by integrating Tier 1 and Tier 2 troubleshooting methodologies.
- Encouraged cross-departmental collaboration by partnering with retail divisions and team members to tackle complex challenges.
- Utilized sound decision-making skills to maintain existing customer relationships and broaden the customer base.
- Coordinated with various mobile device manufacturers for comprehensive troubleshooting before escalating network issues, while also identifying and recommending suitable phone upgrades and accessories per individual customer needs.
Global Support/Technical Support Coordinator
Verizon Wireless
02.2008 - 02.2016
- Provided high-quality customer service and technical support for voice and data products to a diverse range of account types, including consumer and government/business liable accounts.
- Elected to be a part of the Global Support Task Force, managing between 3-4 teams of 8-14 coordinators each, guiding them on escalation procedures, product/service inquiries, problem resolution, and facilitating best practice sharing.
- Contributed to the accomplishment of organizational objectives by disseminating best practices and knowledge amongst peers and teams.
- Delivered Tier 1 basic and international troubleshooting services, resolving technical issues swiftly and efficiently.
Senior Customer Service Representative
Verizon Wireless
12.2006 - 01.2008
- Devised and instituted customer service protocols, resulting in swift issue resolution and thorough documentation of customer interactions.
- Selected as a New Hire Transition Assistant to assist in the onboarding process for new employees, providing training on system operation and data management, and encouraging knowledge sharing to enhance first-call resolutions.
- Demonstrated ability to work autonomously with minimal supervision, consistently exceeding daily performance goals in line with company objectives.
- Regularly performed quality assurance checks on call recordings to maintain exceptional service standards.
Education
Bachelor of Science - Mass Communications
Central Missouri State University
Warrensburg, MO05-1995
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Account Updates
- Research ability
- Multitasking and Organization
- Team Leadership
- Data Entry
- Microsoft Office
- Decision-Making
- Customer Relations
- Issue Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Supervisor
TDB Communications
01.2024 - 09.2024
Home Based Tech Expert Lead
Verizon Wireless
03.2020 - 08.2023
Tech Expert
Verizon Wireless
03.2016 - 02.2020
Global Support/Technical Support Coordinator
Verizon Wireless
02.2008 - 02.2016
Senior Customer Service Representative
Verizon Wireless
12.2006 - 01.2008
Bachelor of Science - Mass Communications
Central Missouri State University
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