Shacneka Thomas
Houston,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Premier Technical Support and Sales/ Team Lead
Asurion
Houston, TX
02.2020 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
Customer Retention Specialist
AT&T Mobility
Houston, TX
10.2018 - 01.2020
- Analyzed clients' accounts to ensure clients were on the most suitable plan based on their usage style.
- Successfully presented products by utilizing effective sales and persuasion skills in addition to a solid knowledge of the company's products and competitor's products.
- Successfully handled intricate AT&T customer complaints related to their products and services.
- Identified customer needs through various probing steps that led to issue resolution
- Developed and maintain up-to-date knowledge of the company’s current promotions, products and technology necessary to meet or exceed Retention goals
Customer Service Representative /Team Leader
Harris County Toll Road Authority
Houston, TX
08.2016 - 10.2018
- Assisted EZ tag customers with processing payments on their EZ tag account
- Resolved customer’s complaints with their EZ tag account
- Educated new customers on how to start an EZ tag account
- Resolved customer disputes with other tolling agencies
- Provided detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes
- Provided assistance to team members whom are experiencing difficulties in the execution of their duties by giving them personal coaching
Customer Service Representative
Xerox
Houston, Texas
03.2015 - 08.2016
- Assisted customers with processing payments for internet, phone, and home security services.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Assisted customer with credits if their services were not working properly during the month
- Scheduled/rescheduled appointments for field tech services
Inventory Specialist
The Home Depot Store
Houston, Texas
06.2014 - 03.2015
- -Assisted customers with locating products
- -Processed transactions in a time efficient manner.
- -Explained product features and its benefits to customers.
- -Processed payments over the phone for delivery and pick up orders
- -Conduct Cycle Count Inventory processes to ensure accuracy and timely execution
- -Schedule categories for Cycle Count inventory and maintain strict records
Education
High School Diploma -
Lamar Cons High School
Rosenberg, TX06.2014
Skills
- Active Listening
- Multitasking Abilities
- Flexible and Adaptable
- Decision-Making
- Consultative Sales Strategies
- Closing Sales
- Outstanding Technical Skills
- Customer Service Expert
- Complaint Handling/Dispute Resolution
- Data Entry
- Leadership Experience
- Strong sales and problem solving skills
Timeline
Premier Technical Support and Sales/ Team Lead
Asurion
02.2020 - Current
Customer Retention Specialist
AT&T Mobility
10.2018 - 01.2020
Customer Service Representative /Team Leader
Harris County Toll Road Authority
08.2016 - 10.2018
Customer Service Representative
Xerox
03.2015 - 08.2016
Inventory Specialist
The Home Depot Store
06.2014 - 03.2015
High School Diploma -
Lamar Cons High School