Shan Oliver
Customer Service Manager
Shreveport,LA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. I'm a well-qualified support professional with a positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in customer success.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Agent Support Representative 2
Humana
Shreveport, Louisiana
06.2022 - Current
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Collected, aggregated, verified and monitored trend data.
- Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment.
- Monitored systems in operation and quickly troubleshot errors.
Customer Service Manager
GDIT
Bossier City, Louisiana
01.2021 - 02.2022
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Resolved concerns with products or services to help with retention and drive sales.
In Home Expert
Asurion
Shreveport, LA
06.2019 - 02.2021
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Monitored network hardware operations to evaluate proper configuration.
- Actively listened to customers, handled concerns quickly.
- Monitored company inventory to keep stock levels and databases updated.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Customer Service Supervisor
CenturyLink
Shreveport, LA
02.2019 - 06.2019
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared and delivered reports to various departments.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Resolved account issues to build rapport and relationships with clients.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Senior Customer Care Professional
Teleperformance USA
Shreveport, LA
03.2016 - 05.2018
- Resolved concerns with products or services to help with retention and drive sales.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Communicated with clients regarding account services, statements, and balances.
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
Assistant Manager - Finance
Advance America
Bossier City, LA
10.2014 - 02.2016
- Trained new and existing staff members in various financial procedures to prepare for job requirements.
- Processed invoices and contacted appropriate parties for timely payment receipt.
- Audited and reconciled payroll and distributions for personnel.
- Reviewed documentation and identified financial discrepancies where applicable.
- Supported operations management, sales and marketing efforts to increase revenue and overall financial health.
Assistant Store Manager
Forever 21
Bossier City, LA
05.2014 - 06.2015
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
Customer Support Assistant
ATT
Shreveport, LA
01.2011 - 04.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
High School Diploma -
Bossier High School
Bossier City, LA 08.2004 - 05.2008
Skills
Technical assistance
Call management
Training development aptitude
Complaint resolution
CRM
Account management
Service standard compliance
Staff education and training
Receiving support
Professional telephone demeanor
Recordkeeping strengths
Data compiling
Accomplishments
- Documented and resolved multiple customer service issues which led to high numbers.
- Supervised team of up to 25 staff members.
- Collaborated with team of 50 in the development of opening up Forever 21 in Pierre Bossier mall located in Bossier City.
Timeline
Agent Support Representative 2
Humana
06.2022 - Current
Customer Service Manager
GDIT
01.2021 - 02.2022
In Home Expert
Asurion
06.2019 - 02.2021
Customer Service Supervisor
CenturyLink
02.2019 - 06.2019
Senior Customer Care Professional
Teleperformance USA
03.2016 - 05.2018
Assistant Manager - Finance
Advance America
10.2014 - 02.2016
Assistant Store Manager
Forever 21
05.2014 - 06.2015
Customer Support Assistant
ATT
01.2011 - 04.2014
High School Diploma -
Bossier High School
08.2004 - 05.2008