Shana Gilmore
Phoenix,AZ
Summary
Seeking a rewarding opportunity with a company that will utilize my hand on experience for career advancement within the organization. Seasoned Support Specialist with background in troubleshooting, customer service, and technical support. Strengths include problem solving, team collaboration, and communication skills. Known for delivering high-quality assistance to customers while exceeding expectations. Previous roles resulted in improved client satisfaction and streamlined processes within departments.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
PEO EMPLOYEE SUPPORT SPECIALIST
Paychex Inc.
Phoenix, AZ
08.2023 - Current
- Provided excellent customer service and tech support to navigate the Payroll and HR platform for clients and employees
- Assisted with employee's data entry; direct deposit, W2, W4, and SSN
- Preformed internal audits for Paychex based on entry form other team members or global assistance
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Utilized enterprise desktop management tools to remotely assist others and deploy software.
- Documented customer interactions and contact information into company database.
CUSTOMER SERVICE REPRESENTATIVE
Consumer Cellular
Phoenix, AZ
03.2021 - 08.2023
- Assisted in selling company products to new customers based on outbound calls and provided adequate customer service
- Took down customer payment information and completed sales transaction
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
Customer Service Representative Manager
Empereon Marketing
Phoenix, AZ
03.2014 - 04.2019
- Sales of internet cable and phone packages, agent for a little over 6 months.
- Moved from sales agent within 6 months of being a great sales agent with good metrics.
- Spent 4 years as a team lead to 30 plus agents.
- As a team leader, I coached, monitored live calls, and recorded them to evaluate my agent's sales skills.
- In 2018, I became a salaried supervisor to a team of 30 agents.
- Lead them to win award and being the best sales team on the floor.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Monitored team performance metrics to ensure adherence to SLAs.
- Coached Customer Service Representatives on improving communication skills with customers.
- Performed daily audits of customer interactions to maintain high standards of customer service delivery.
- Provided guidance to team members regarding difficult or complex inquiries from customers.
- Assisted with developing strategies to increase customer retention and loyalty.
- Participated in cross-functional projects as a representative of the Customer Service department.
- Implemented systems for tracking and managing customer inquiries efficiently across various channels.
- Trained staff to provide excellent customer service to challenging customers.
- Led department and supported team leads with process and personnel needs.
- Completed leaves of absence, time off requests and department transfers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
HIGH SCHOOL DIPLOMA -
Morgan Park High School
Chicago, IL01.1997
MEDICAL OFFICE ASSISTANT CERTIFICATE - MEDICAL OFFICE ASSISTANT
The College of Office Technology
Chicago, IL 11.1999 - 06.2001
Skills
- Home Care
- Medical Office Experience
- Retail Management
- Store Management Experience
- Medical Terminology
- Phone Etiquette
- Medical Receptionist
- Microsoft Outlook
- Computer literacy
- Medical Billing
- Data Collection
- Call Management
- Technical background
- Customer Service
- Call Center Operations
- Organizational Skills
- Collaborative Team Player
- Problem-Solving
Contactinformation
Phoenix, AZ
Timeline
PEO EMPLOYEE SUPPORT SPECIALIST
Paychex Inc.
08.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
Consumer Cellular
03.2021 - 08.2023
Customer Service Representative Manager
Empereon Marketing
03.2014 - 04.2019
MEDICAL OFFICE ASSISTANT CERTIFICATE - MEDICAL OFFICE ASSISTANT
The College of Office Technology
11.1999 - 06.2001
HIGH SCHOOL DIPLOMA -
Morgan Park High School