Shana Broussard
Cedar Hill
Summary
Experienced in customer support for multiple years, consistently engaging in direct customer interaction. Skilled in empathizing with customers and building strong rapport, whether in person or over the phone. Proficient in finding alternative solutions to meet customer needs and effectively deescalating challenging situations.
Overview
28
28
years of professional experience
Work History
Rep 3 Billing Representative
Charter Communications, Spectrum
03.2017 - Current
- Answering phone calls from customers about billing inquiries, resolving account issues, and adjusting services
- Educating customers about service options and upselling
- Self trained in assisting customers with troubleshooting internet, tv and home phone service issues.
Cashier
UT Southwestern Medical Center
10.2014 - 10.2015
- Nutrition Services – Cashier
- Worked as cashier in hospital cafeteria
- Handled catering for banquets for hospital administrators, contributing donors, potential clients and employees in training
- Ringing up customers, cash control, stocking supplies, maintained cleaning for kitchen and eating areas
- Barista in hospital cafe shop
Cashier
Walgreen’s
05.2012 - 04.2014
- Worked as a overnight cashier and stocker
- Worked on cash registers, answered phones, handled online orders
- Received shipments, stocked shelves, set up sales on main floor
- Worked in Liquor department stocking shelves. Receiving and placing shipment orders
- Worked in photo lab assisting customers with kiosk. Photo development
Waitress / Banquet Server
Holiday Inn
08.2004 - 06.2011
- Placed and delivered orders to diners, cleared tables, reset and stocked tables
- Room sets and turnovers for conferences, wedding, etc
- Served meals, worked buffet lines, assisted in bar serving drinks
- Worked Gem Show every year
CSR/ Sales Rep
APAC
02.2002 - 11.2004
- Inbound calls for AT&T Broadband customers
- Sales for new and existing internet and cable customers
- Placed work orders for installation
- Troubleshooting internet and tv service issues
- Billing assistance
Telephone Interviewer
O.R.C.I
08.1996 - 08.2002
- Outbound calls
- Contracted by major companies to conduct satisfaction surveys with customers
- Documented customer/ patient experiences and concerns
Education
High School - General Studies
Santa Rita High School
Tucson, AZ05.2000
Skills
- Customer service
- Product knowledge
- Conflict resolution
- Relationship building
- Listening skills
- Adaptability
- Attention to detail
- Multitasking
- Account management
- Customer feedback
- Order processing
- Customer outreach
- Complaint handling
- Goal-oriented mindset
ADDITIONAL ABILITIES
Excellent customer service skills. Detailed orientated. Highly organized. Excellent work ethics. Able to multitask.
Timeline
Rep 3 Billing Representative
Charter Communications, Spectrum
03.2017 - Current
Cashier
UT Southwestern Medical Center
10.2014 - 10.2015
Cashier
Walgreen’s
05.2012 - 04.2014
Waitress / Banquet Server
Holiday Inn
08.2004 - 06.2011
CSR/ Sales Rep
APAC
02.2002 - 11.2004
Telephone Interviewer
O.R.C.I
08.1996 - 08.2002
High School - General Studies
Santa Rita High School
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