Shana Byrd
Baton Rouge,LA
Summary
Customer service professional with 20 years of expertise in scheduling, and issue resolution. Proven ability to research account concerns, coordinate service requests, and enhance team workflows while maintaining confidentiality and accuracy.
Overview
14
14
years of professional experience
Work History
Multi Contact Specialist -Manager
Wayfair
Baton Rouge, LA
08.2021 - 08.2026
- Managed high-volume customer interactions while maintaining service, quality, productivity, and workflow standards.
- Delivered personalized support across multiple contact channels, ensuring empathy and professionalism while documenting interactions accurately.
- Researched customer accounts and service requests, reviewed available information, and communicated clear next steps and resolutions.
- Processed and researched orders, replacements, returns, and service requests using established systems and procedures.
- Investigated account, billing, delivery, and service concerns, organizing records and ensuring information accuracy to facilitate resolution.
- Assisted the Fraud Department with customer and account concerns, including review and support related to potential fraudulent activity.
- Enhanced team operations by guiding colleagues through processes and ensuring adherence to accuracy and service standards.
- Managed Wayfair customer inquiries across phone, chat, and email channels.
- Resolved order, delivery, and return issues using Wayfair support systems.
- Escalated complex service issues to resolve Wayfair customer concerns.
- Coordinated with warehouse and delivery teams on shipment exceptions.
Customer Care Representative
Asurion
Baton Rouge, LA
08.2019 - 04.2020
- Reviewed customer concerns and researched account information to clearly communicate tailored solutions, improving customer understanding and trust.
- Explained products, services, and available solutions while identifying and responding to customer needs.
- Documented and resolved complex customer service and technical support requests, enhancing customer satisfaction through effective use of established systems and procedures.
- Managed high-volume interactions while maintaining organized workflows, accurate records, and professionalism.
- Contributed to team problem-solving and process-improvement activities, fostering a collaborative environment and enhancing service delivery.
Cage Cashier
L’Auberge Casino Hotel
Baton Rouge, LA
07.2012 - 10.2018
- Processed high-volume financial transactions accurately while following company procedures, security protocols, and regulations.
- Balanced cash drawers, reconciled transactions, and secured funds according to established procedures.
- Processed checks, authorization forms, exchanges, and customer transactions, ensuring accuracy and compliance with company standards.
- Verified currency and documented transactions accurately in computer systems.
- Trained and supported new team members on procedures and accuracy, fostering a knowledgeable and efficient team environment.
- Provided coverage during busy periods, maintaining service levels and enhancing customer satisfaction.
Education
Diploma -
Belaire High School
Baton Rouge, LASkills
- Customer account management
- Issue resolution and service recovery
- Fraud prevention strategies
- Information and document management
- Quality assurance
- Scheduling and follow-up
- Resolves High Volume Issues
- Effective communication
- Team support and training
- Dependable team contributor
- Relationship Management
- Recognition : Received the Wayfair CARE Award after being nominated and selected as the winner from over 100 team members, in recognition of dedication to customer service, commitment to quality, and delivering a positive customer experience
Timeline
Multi Contact Specialist -Manager
Wayfair
08.2021 - 08.2026
Customer Care Representative
Asurion
08.2019 - 04.2020
Cage Cashier
L’Auberge Casino Hotel
07.2012 - 10.2018
Diploma -
Belaire High School