Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shanae Lee-Hart

Converse

Summary

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.


Overview

10
10
years of professional experience

Work History

911 Call Taker

City Of San Antonio/ SAPD
01.2024 - 05.2025
  • Demonstrated exceptional attention to detail when documenting each call, ensuring accuracy for future reference or legal proceedings.
  • Ensured consistency in call-taking procedures through thorough adherence to department protocols and guidelines.
  • Maintained calm and professional demeanor while handling high-stress emergency situations, ensuring effective communication with callers.
  • Supported law enforcement efforts by accurately recording and relaying essential details from 911 callers.

Customer Service Rep

Charter Communications
02.2019 - 03.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Customer Service Rep

Conduent
10.2018 - 02.2019
  • Improved customer service wait times to mitigate complaints.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Set up and activated customer accounts.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Customer Care Specialist

Harland Clarke Holdings
02.2017 - 02.2018
  • Maintained high satisfaction rating with customers by providing exceptional service and support.
  • Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
  • Exceeded company productivity standards on consistent basis.
  • Processed customer account changes with proprietary software.
  • Audited customer account information to identify issues and develop solutions.

Customer Service Rep

Alorica Business Solutions
11.2015 - 08.2016
  • Answer high volume inbound calls
  • Process credit card applications
  • Route calls to appropriate department
  • Provide customers with product information

Education

Certified Phlebotomy Technician -

Phlebotomy Training Specialists
08.2023

Diploma - General Studies

Clinton High School
05.2010

Skills

  • High volume of inbound/outbound calls
  • Detail oriented
  • Resolve customer complaints
  • Good listening skills
  • MS Office proficiency
  • Excellent multi tasker
  • Upselling Products and Service
  • Customer Data Confidentiality

Timeline

911 Call Taker

City Of San Antonio/ SAPD
01.2024 - 05.2025

Customer Service Rep

Charter Communications
02.2019 - 03.2023

Customer Service Rep

Conduent
10.2018 - 02.2019

Customer Care Specialist

Harland Clarke Holdings
02.2017 - 02.2018

Customer Service Rep

Alorica Business Solutions
11.2015 - 08.2016

Diploma - General Studies

Clinton High School

Certified Phlebotomy Technician -

Phlebotomy Training Specialists

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