Shakele Evan Stokes
Duluth,Georgia
Summary
I am a punctual, hard driven entrepreneur, described as well spoken, succinct and shows eagerness to learn. Very tech savvy and familiar with a broad range of technologies and programs. Maintains performance in a high stress, high paced environments. I pride myself on dedication and work ethic. Qualified Advanced Technical Support Specialist with 3 years of helpdesk and customer service experience. Provides comprehensive customer service support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
5
5
years of professional experience
Work History
Prepaid Card Specialist
U.S. Bank
08.2022 - Current
- Fielded 80+ incoming customer calls to deliver high-quality solutions.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
- Generated reporting to aid leadership with information to determine future credit card goals.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
- Identified assets of suspects in order to freeze and seize assets.
- Analyzed financial statements, bank records and government databases to identify fraud and other instances of financial crimes.
Tech support specialist
Fiserv
10.2021 - 03.2022
- My day as a tech support specialist at Fiserv consists of assisting small and large businesses with making sure accepting payments is as smooth as possible.
- Merchants call in with concerns ranging from POS devices not operating as expected, to finding out why their received payment isn't as much as expected
- We work with a plethora of different alliances such as Wells Fargo, PNC and individual sale organizations
- We also may operate up to 15 different internal systems that range from payment researching databases to ordering supplies from our logistics department, all in real time
- We also utilize excel to manage and transport inventory data for merchants
- The average merchant calls in as problems arises and depends on us to efficiently get their business back up and running on call.
- Assist customers in identifying issues and explain solutions to restore service and functionality.
Driver
NAPA
05.2021 - 10.2021
- Ensuring vital auto parts are securely delivered to local mechanic shops and relaying inventory from nearby stores
- My customer service skills are always being used especially when customers have questions about where they can find more information about a part, or our availability of other parts.
- This requires me to always keep a keen eye on the road ,and my orders to make sure I'm precise, safe, and efficient.
Mover
Bulldog Movers
06.2019 - 04.2021
- This position taught me no matter how tough the work gets, you get tougher and makes sure the job gets done with a positive attitude.
- Always treat clients with the utmost respect
- It doesn't hurt to give a smile every now and then, and don't waste their time.
- Moved furniture and moving boxes using utility dolly and truck ramp.
Cutter
Cici's Pizza
06.2018 - 09.2018
- Since this being my first job, it helped develop work ethic, customer service skills, and grit. My first job it helped develop work ethic, customer service skills, and grit.
- Served 100-150 customers per day with near 100% accuracy along with my team
Education
3DE. A business program taught at a few high schools, mine being one of them. Key Courses: interact: A local recycling club Clubs: Drama (actor), Orchestra council( member) -
High School Diploma -
Norcross High School
Norcross, GA05.2020
Skills
- Account Administration
- Collaborative Team Player
- Remote Technical Assistance
- Service Schedule Coordination
- Hardware and Software Repair
- Microsoft Certification
- Help Desk Support
- First Level Support
- Customer Service
- Sales Expertise
- Building Customer Loyalty
- Excellent Written and Verbal Communication
Additional Information
I ran my own convenient store/ home store with the help of my mother throughout 6-11th grade. My inventory consisted of prepackaged snacks to warm foods such as nachos and tacos. This gave me sales experience from a very early age and allowed me to know what a customer appreciates the most and how to keep them coming back. I then took those skills learned early on and started my e-commerce business selling similar items but to customers across our country. I knew this would be a great idea for me because I am already technically proficient and I have great customer service skills, so I combined the two and built something that allowed to reach even further with my services.
Timeline
Prepaid Card Specialist
U.S. Bank
08.2022 - Current
Tech support specialist
Fiserv
10.2021 - 03.2022
Driver
NAPA
05.2021 - 10.2021
Mover
Bulldog Movers
06.2019 - 04.2021
Cutter
Cici's Pizza
06.2018 - 09.2018
3DE. A business program taught at a few high schools, mine being one of them. Key Courses: interact: A local recycling club Clubs: Drama (actor), Orchestra council( member) -
High School Diploma -
Norcross High School
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