Sha-Londa Payton
Inkster,MI
Summary
Results-driven Resolution Expeditor with over 20 years of experience in customer service, issue resolution, and executive-level escalations. Proven ability to analyze customer feedback, optimize service strategies, and enhance overall customer experience. Currently transitioning into cybersecurity with a strong focus on fraud prevention, identity protection, and incident response. Actively developing technical skills in Linux, SQL, and Python, eager to apply problem-solving expertise to digital security challenges.
Overview
23
23
years of professional experience
Work History
Resolution Expeditor – Executive Escalations
The Home Depot Inc.
07.2002 - Current
- Serve as the primary point of contact for the CEO and senior executives regarding complex customer complaints and unresolved issues.
- Work cross-functionally to develop strategic solutions that enhance service quality and efficiency.
- Leverage customer feedback to identify trends, driving service optimization and improved customer experiences.
- Act as a liaison between customers and business partners, ensuring effective communication and transparency.
- Evaluate and implement customer service improvements based on data-driven insights.
Education
Cybersecurity Professional Certificate -
Google By Coursera
04-2025
Bachelor of Science - Health Services Administration Management
Baker College
Associate of Applied Science - Health Care Administration
Oakland Community College
Associate of Applied Science - Criminal Justice: Law Enforcement Administration
Wayne County Community College
Skills
- Customer Support & Issue Resolution
- Executive-Level Escalations
- Team Collaboration & Leadership
- Communication & Client Relations
- Time Management & Efficiency
- Linux & SQL Fundamentals
- Python for Security Automation
- Cybersecurity Risk Management
- Incident Detection & Response
- Data Analysis & Fraud Prevention
Additional Information
Committed to continuous professional development through certifications and hands-on projects. Actively engaged in cybersecurity communities, staying updated on best practices and emerging threats. Passionate about leveraging analytical and technical skills to transition into cybersecurity roles, focusing on fraud prevention and identity protection.
Timeline
Resolution Expeditor – Executive Escalations
The Home Depot Inc.
07.2002 - Current
Cybersecurity Professional Certificate -
Google By Coursera
Bachelor of Science - Health Services Administration Management
Baker College
Associate of Applied Science - Health Care Administration
Oakland Community College
Associate of Applied Science - Criminal Justice: Law Enforcement Administration
Wayne County Community College
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