Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shana Kharineh

Grand Prairie,Texas

Summary

Experienced Administrative/Customer service Representative with 10+ years of leadership and high customer service experience. Focused individual brings diverse management skills and extensive background in wide range of call center functions., consistently delivering exceptional customer service and driving customer satisfaction. Proven track of meeting or exceeding performance targets and resolving customer issues. Highly adaptable to changing priorities and procedures. Recognized for excellent teamwork and collaboration. Committed to providing outstanding service and promoting positive customer experiences. Adept at handling challenging situations with professionalism and empathy. Eager to bring my skills and enthusiasm to contribute to a dynamic company.

Overview

12
12
years of professional experience

Work History

Addministative/Customer Service Representative Lead

Citiwide Protective Security
07.2022 - Current
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Developed customer service initiatives to improve performance and uplift satisfaction scores.
  • Implemented company policies and procedures for professional, cohesive customer care.

Call Center/Dispatch Operator

Time Warner Cable
05.2011 - 09.2019


  • Responded to customer requests for products, services, and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Collaborated with shipping team to track shipment's, verify orders and handle product returns
  • Assisted in training new customer service representatives, ensuring seamless onboarding and adherence to company standards.
  • Assigned residential and commercial installation orders to technicians using BCOM.

Education

Bachelor of Arts - Business Administration

University of Southern
Los Angeles, CA
01.2006

Skills

  • Billing Adjustments and Refunds
  • Problem Solving/ Communication
  • Staff Monitoring/ Adaptability
  • Data Entry
  • Microsoft Office Suite
  • Coaching and Mentoring

Timeline

Addministative/Customer Service Representative Lead

Citiwide Protective Security
07.2022 - Current

Call Center/Dispatch Operator

Time Warner Cable
05.2011 - 09.2019

Bachelor of Arts - Business Administration

University of Southern
Shana Kharineh