Shacneka D. Skinner
Myrtle,SC
Summary
Experienced professional with a strong background in account management and client retention. Proven ability to develop strategic initiatives that enhance customer loyalty and satisfaction. Recognized for fostering collaboration within teams and adapting to changing needs to drive successful outcomes. Demonstrates proficiency in CRM tools, conflict resolution, and relationship building, consistently delivering results. Talented Technical Support Representative with a keen understanding of the needs of both business and home users. Skilled in troubleshooting and providing desktop support on Windows, Linux, and Mac systems. Known for resolving problems quickly on the first call. Efficient customer service professional with a track record of success in technical support. Highly skilled in remote troubleshooting and repair. Excellent communication and organizational abilities, coupled with a hardworking and detail-oriented nature.
Overview
10
10
years of professional experience
Work History
Retention Account Manager
National Debt Relief
08.2022 - 11.2024
- Coordinated with internal teams to resolve customer issues promptly, resulting in increased satisfaction ratings among clients.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Technical Support and Sales/ Team Lead
Asurion-Premier
02.2020 - 07.2022
- Evaluate and develop solutions using multiple platforms to resolve complex technical problems on customer mobile devices
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Created user accounts and assigned permissions.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Offered assistance in implementing and developing training programs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Set and achieved company defined sales goals.
Retention Specialist
AT&T
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 Lead
HARRIS COUNTY TOLL ROAD AUTHORITY
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
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
Customer Service Rep/Inventory
HOME DEPOT
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 Consolidated High School
06.2014
Skills
- Outstanding Technical Skills
- Customer Service Expert
- Complaint Handling/Dispute Resolution
- Data Entry
- Leadership Experience
- Strong sales and problem solving skills
- Friendly, Positive Attitude
- Microsoft Office
- Performance metrics analysis
- Retention strategies knowledge
- Technical Support and Assistance
Timeline
Retention Account Manager
National Debt Relief
08.2022 - 11.2024
Technical Support and Sales/ Team Lead
Asurion-Premier
02.2020 - 07.2022
Retention Specialist
AT&T
10.2018 - 01.2020
Customer Service Representative / Team Lead
HARRIS COUNTY TOLL ROAD AUTHORITY
08.2016 - 10.2018
Customer Service Representative
XEROX
03.2015 - 08.2016
Customer Service Rep/Inventory
HOME DEPOT
06.2014 - 03.2015
High School Diploma -
Lamar Consolidated High School
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