Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Additional Information
2023 Leader of the Month
Work Preference
Work Availability
Quote
Timeline
Hi, I’m

Shae Whittaker

Bellevue,NE
Shae Whittaker

Summary

Dedicated to customer satisfaction with exceptional service and support. Skilled in oral and written communication, active listening, and problem-solving. Enhances customer experiences by understanding their needs and providing customized solutions. Strong leader focused on streamlining operations and promoting efficiency through independent decision-making.

Overview

11
years of professional experience

Work History

Complete Call Solutions

Customer Service Representative
05.2025 - Current

Job overview

  • Responded to customer requests for products, services, and company information.
  • Sought ways to improve processes and services provided.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved accounting, service and delivery concerns.

PayPal

Team Leader
04.2016 - 11.2024

Job overview

  • Lead a team of 15 Business Relation Experts (BRE) teammates providing guidance and support to ensure successful completion of projects.
  • Act as an escalation point for agents when they faced with challenging customer contacts. Provide continuous mentoring and assistance agents with analyzing training needs and request. Maintain departmental standards for Production, Quality, and Customer Satisfaction as communicated by my Superiors.
  • Review communicates and coach to daily performance, quality, behavior and attendance standards at the individual and team level. Utilize formal correction action procedures as required. (15%)
  • Schedule, prepare and lead the required number of 1:1 coaching and team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs (20%)
  • Complete the required number of case/email/phone quality reviews per teammate each month. Work cases and escalations as required. (20%)
  • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. (20%)
  • Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps. (20%)
  • Implemented effective communication strategies to foster collaboration and improve team productivity
  • Collaborated with cross-functional teams to identify process improvements and implement best practices
  • Resolved conflicts within the team by facilitating open dialogue and promoting a positive work environment
  • Willing to relocate: Anywhere
  • Authorized to work in the US for any employer
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Assisted in recruitment to build team of top performers.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Nelnet

Loan Advisor
11.2014 - 04.2016

Job overview

  • Performed daily maintenance of the loan applicant database
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Made reasonable procedure exceptions to accommodate unusual customer request
  • Demonstrated mastery of customer service within specified timeframes.
  • Reaching out to customer to provide more payment plan options before the customer loan default.
  • Analyzed potential risks and evaluated loan products to identify suitable options for customers.
  • Helped college students obtain financial aid through loan programs.

Education

Bellevue University
Bellevue, NE

Bachelor of Business Administration from Business Management
05.2020

University Overview

Skills

  • Negotiation
  • Communication skills (10 years)
  • Mentoring
  • Retail Sales
  • Customer service (10 years)
  • SAP
  • Organizational Skills
  • Cash Handling
  • Team management (5 years)
  • Interviewing
  • POS
  • Budgeting
  • Pricing
  • Process Improvement
  • Conflict Management
  • Presentation Skills
  • Microsoft Office (10 years)
  • Recruiting
  • Scheduling
  • Complaint resolution
  • Document control
  • Account updating
  • Team collaboration
  • Tactful and diplomatic
  • Punctuality and reliability
  • Follow-up skills
  • Adaptive team player
  • Hospitality and accommodation
  • Appointment scheduling
  • Customer relations
  • Typing 50 wpm

Accomplishments

Accomplishments
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Supervised team of 20 staff members.

Awards

Awards
Diversity and Inclusion January 2024 Inclusion - We Partner: Choose inclusion| Thank you so much for taking time out of your day to help record a clip of Martin Luther King Jr.'s 'I have a dream' speech which was featured today during our Amplify Presents: MLK Day 2024 - Unity and Healing through Service call. We appreciate your willingness to help make this breakthrough employee video one of the best Amplify presentations yet!, Collaboration July 2023 Generate enduring impact| Thank you so much for all your help during the Strike Out Hunger Garage Sale! I couldn't have made it through that day without your help. Your were a huge part of our overall site results. We earned over 78,000 meals which will help many, many people in need. Thank you for making our small corner of the world a better place!, Inclusion December 2022 Inclusion Shae, Thank you for your support on the Pride Omaha Committee this year. You are always so fun, and refreshing and I love your dedication to our group and to our entire DEI&B culture. Your help working our booth at the Heartland Pride Festival was so appreciated and walking with you in the AFSP Out of the Darkness Walk was one of the highlights of my summer. We are so luck to have you on our team!

Additional Information

Additional Information
Im open to learning and feedback.

2023 Leader of the Month

2023 Leader of the Month

Fostering collaboration with a sprinkle of constructive feedback meeting the needs of the business and customer's.

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

RemoteHybridOn-Site

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Work begins when the fear of doing nothing at all finally trumps the terror of doing it badly.
Alain de Botton

Timeline

Customer Service Representative
Complete Call Solutions
05.2025 - Current
Team Leader
PayPal
04.2016 - 11.2024
Loan Advisor
Nelnet
11.2014 - 04.2016
Bellevue University
Bachelor of Business Administration from Business Management

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