Summary
Overview
Work History
Education
Skills
Timeline
Generic
Shandea  Shaffer

Shandea Shaffer

Kings Mountain ,NC

Summary

Dynamic Customer Service Leader with 18 years of experience driving team success and enhancing customer satisfaction. Demonstrates expertise in CSG, Salesforce, ICOMS, SAP, Excel, and Jira, effectively managing multiple systems to streamline operations. Recognized for exceptional multitasking abilities and a proactive approach in enforcing company procedures and conducting personnel training. Career goals include fostering team development while elevating customer service standards further.

Overview

11
11
years of professional experience

Work History

CLIENT SERIVCES REPRESENTATIVE II

C.A. Short
Shelby, North Carolina
07.2024 - Current
  • Provide prompt, professional service to clients, and support department operations through organizational and communication tasks.
  • Respond to client inquiries via phone or email promptly, and team meetings, maintaining positive client relationships while providing excellent customer service and support.
  • Document client interactions, resolve disputes, and research account issues.
  • Collaborate with the Data, Implementation, and Finance teams; submit change requests to the relevant departments.
  • Clearly explain responses to client questions, recommend new products and services, and suggest improvements.
  • Demonstrate programs to clients, train them on platform usage, and participate in organizational training opportunities.
  • Organized client meetings to provide project updates.
  • Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.

ASSO. CLIENT SVC REPRESENTATIVE

LPL FINANCIAL
Charlotte, NC
09.2022 - 07.2024
  • Work with the end clients and internal partners through (inbound and outbound) phone calls, emails, faxes, and mailings in a work-from-home setting.
  • Complete, upload, and process client documents. Ensuring the correctness of each document for thoroughness.
  • Own client and partner inquiries to see them through to a timely resolution.
  • Route inquiries through LPL channels to ensure proper processing and escalation of client and partner issues.
  • Evaluated needs of departments and delegated tasks to optimize overall production.
  • Utilized financial planning software to model scenarios and forecast financial outcomes for clients.
  • Processed transactions quickly and accurately in accordance with established procedures.
  • Managed multiple accounts simultaneously while ensuring compliance with all relevant laws.
  • Fostered relationships with new and existing customers through excellent customer service skills.

DELIVERY SPECIALIST/IT Technical Support Specialist

TEKSYSTEMS (Allstate)
Charlotte , NC
01.2020 - 09.2022
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Provided Tier 1 IT support to non-technical internal users through desk-side support services, working from home using Bomgar as the remote support system.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Devised solutions to operational issues related to Avaya Workplaces and Workspaces software, working closely via phone, email, live chat, and web teleconference.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Trained end users on how to use new systems and technologies effectively.
  • Managed the configuration and setup of customer accounts and systems.
  • Developed and delivered training sessions to customers on how to use products more effectively.
  • Participated in after-hours on-call rotation for critical support needs.

Client Services Representative

Spectrum Enterprises LLC, A Charter Communications
Charlotte, North Carolina
07.2018 - 01.2020
  • Assist clients with billing inquiries, payments, missing payments, and taking payments.
  • Provide exceptional customer service to small business owners and their management teams, averaging 20-40 calls per day.
  • Effective liaison between customers and internal departments, while maintaining 97% adherence.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Prevented key account losses by researching discrepancies and correcting problems.

Customer Care Supervisor

Iqor
Charlotte , NC
12.2016 - 03.2018
  • Responsible for 15 to 25 representatives.
  • Versed in hiring, training, and preparing call center representatives to respond to customer questions, complaints, and troubleshoot problems with services or products.
  • Ensured that agents understand and comply with all call center objectives, performance standards, and policies.
  • Monitored and evaluated agent performance, provided learning or coaching opportunities, and took corrective action when necessary.
  • Recognized employees who exceeded expectations through verbal recognition or awards programs.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Oversaw daily customer care operations and ensured that all customer service representatives met quality standards.
  • Monitored CSR performance, provided feedback, and conducted regular one-on-one meetings to ensure successful job performance.

CUSTOMER CARE SUPERVISOR

Verizon Wireless
Charlotte, NC
03.2016 - 12.2016
  • Developed and implemented processes for handling customer inquiries, complaints, and escalations in a timely manner.
  • Recognized employees who exceeded expectations through verbal recognition or awards programs.
  • Worked closely with Quality Assurance personnel to identify root causes of recurring problems.
  • Delegated work to staff, setting priorities and goals.
  • Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
  • Implemented customer service process improvements to limit wait times.
  • Coached staff on strategies to enhance performance and improve customer relations.

CUSOMER CARE ADVOCATE

VERIZON WIRELESS (WFH/HYBRID)
Charlotte, North Carolina
10.2013 - 03.2016
  • Delivered customer support to high call load each shift.
  • Promptly responded to customer inquiries and resolved complaints to promote loyalty.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Solve tough problems while delivering exceptional customer service.
  • Impressive multi-tasking, tech-savvy skills to resolve challenging customer issues, including device-related troubleshooting, billing, and service inquiries.
  • Answer high volumes of customer calls, deliver innovative individualized solutions, and satisfy the ever-changing needs of a diverse customer base.
  • Preserved revenue streams by utilizing strong negotiation skills, and offered refunds as a last resort to maintain customer satisfaction.
  • Maintained above 90% for customer satisfaction surveys.

Education

BBA - Business Administration And Management

Southern New Hampshire University
Hooksett, NH
05-2026

GED -

Central Piedmont Community College
Charlotte, NC
11-2006

Skills

  • Needs analysis
  • Telephone reception
  • Cross-functional team development
  • Staff training
  • Excel
  • Records management
  • Finance industry expertise
  • Client service
  • Paperwork processing
  • Order problem solving
  • Goal-oriented mindset
  • Customer relations
  • Revenue generation
  • CRM software expertise
  • Data entry proficiency
  • Technical troubleshooting
  • SAP
  • pivot table

Timeline

CLIENT SERIVCES REPRESENTATIVE II

C.A. Short
07.2024 - Current

ASSO. CLIENT SVC REPRESENTATIVE

LPL FINANCIAL
09.2022 - 07.2024

DELIVERY SPECIALIST/IT Technical Support Specialist

TEKSYSTEMS (Allstate)
01.2020 - 09.2022

Client Services Representative

Spectrum Enterprises LLC, A Charter Communications
07.2018 - 01.2020

Customer Care Supervisor

Iqor
12.2016 - 03.2018

CUSTOMER CARE SUPERVISOR

Verizon Wireless
03.2016 - 12.2016

CUSOMER CARE ADVOCATE

VERIZON WIRELESS (WFH/HYBRID)
10.2013 - 03.2016

BBA - Business Administration And Management

Southern New Hampshire University

GED -

Central Piedmont Community College
Shandea Shaffer