SHA'LON PATRICK
Houston,TX
Summary
Resourceful and customer-oriented professional with over five years of experience in customer service and support. Demonstrated ability to troubleshoot issues, resolve customer inquiries, and provide effective solutions in high-volume settings. Looking to apply my customer service background and passion for technology to transition into a Help Desk role. Strong communicator with hands-on experience in problem-solving, software troubleshooting, and supporting end-users. Eager to build on my technical skills and contribute to a team-driven IT support environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Account Specialist
JP Morgan Chase
Houston (Hybrid), TX
03.2023 - Current
- Managed 80-120 inbound calls daily, addressing customer inquiries, account issues, and providing solutions.
- Built strong customer rapport, resulting in improved customer satisfaction and retention.
- Identified opportunities for cross-selling bank products based on customer needs, contributing to revenue generation.
- Resolved customer complaints in a professional and timely manner, maintaining a positive company image.
- Demonstrated the ability to handle difficult or irate customers, turning potentially negative experiences into positive outcomes.
- Met or exceeded daily and monthly call handling and service quality targets.
- Documented customer interactions in CRM software with accuracy, ensuring up-to-date account information.
Customer Service Tech Representative
Verizon Wireless
Houston (WFH), United States
06.2022 - 08.2023
- Company Overview: At Verizon, customer service representatives are skilled problem solvers and excellent communicators who can listen carefully to a customer's questions, assess their needs, and use the tools and resources at their disposal to address any concerns.
- Not limited to helping drive sales by explaining products and services that will improve the customer's wireless experience.
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience.
- Created and maintained customer service reports that provided insights into customer service performance and customer feedback
- At Verizon, customer service representatives are skilled problem solvers and excellent communicators who can listen carefully to a customer's questions, assess their needs, and use the tools and resources at their disposal to address any concerns.
Customer Service Advisor
Learning A-Z(.com)
Tucson (WFH), United States
05.2021 - 10.2021
- Seasonal Customer Service Representative is responsible for providing support to Learning A-Z (.com) product users via phone, email, Instant Message chat, and social media networks.
- All Customer Service Representatives are trained to answer any type of question, including but not limited to billing, technical support, homeschooling, product-related questions, etc.
Customer Service Associate
FedEx
Houston, United States
02.2020 - 06.2021
- Company Overview: At FedEx my job as an associate was to acknowledge and resolve customer complaints as well as assist with computer projects, architect layouts, help desk and much more
- Knowing our products inside and out so that I can answer questions
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments and complaints
- At FedEx my job as an associate was to acknowledge and resolve customer complaints as well as assist with computer projects, architect layouts. Including first hand experience with help desk operations throughout Fed Ex.
Education
High School -
Cypress Lakes High School
Katy, TX05.2019
Some College (No Degree) - Computer Science
Lone Star College
Houston, TXSkills
- Customer Service Excellence
- Problem Solving & Troubleshooting
- High-Volume Call Management
- Relationship Building & Rapport
- Time Management and Multitasking
- Sales and cross-selling
- Conflict Resolution
- Adaptability and flexibility
- Data entry
- Help Desk
- Software troubleshooting
- Networking Basics
- Cybersecurity Awareness
- Focused listening proficiency
Certification
- COMPTIA A+ (2024)
Timeline
Account Specialist
JP Morgan Chase
03.2023 - Current
Customer Service Tech Representative
Verizon Wireless
06.2022 - 08.2023
Customer Service Advisor
Learning A-Z(.com)
05.2021 - 10.2021
Customer Service Associate
FedEx
02.2020 - 06.2021
High School -
Cypress Lakes High School
Some College (No Degree) - Computer Science
Lone Star College