Shandea S. Byers
Kings Mountain,N.C.
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Excellent multitasking abilities developed over 10 years of customer service experience. Commended for consistently driving team success with knowledgeable enforcement of company procedures and skillful personnel training.
Overview
13
13
years of professional experience
Work History
Client Services Representative
Spectrum Enterprise
Charlotte, North Carolina
07.2018 - Current
- Assist clients with billing inquiries such as 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% for adherence
Client Services Supervisor
IQor Inc.
Charlotte, North Carolina
03.2018 - 07.2018
- Responsible for 15-25 representatives. Versed in hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensured that agents understand and complied 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
Customer Care Supervisor
Verizon Wireless
Charlotte, NC
03.2016 - 03.2018
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals
- Monitored call quality, provided individual constructive feedback to enhance performance and address areas in need of improvement
- Reduced personnel turnover by implementing performance evaluations to support corrective action planning
- Supervised total department call volume of 1800 calls per day
Customer Service Advocate
Verizon Wireless Corporation
Charlotte, North Carolina
10.2014 - 03.2016
- Solve tough problems while delivering exceptional customer service. Impressive multi-tasking, tech-savvy skills to resolve challenging customer issues including device-related troubleshooting, billing, service inquiries
- Answer high volumes of customer calls, delivered innovative individualized solutions, satisfied ever-changing needs of the diverse customer base
- Preserved revenue streams by utilizing strong negotiation skills, offered refunds as last resort to maintain customer satisfaction. Maintained above 90% for customer satisfaction surveys
Technical Support/Early Device Specialist
Sprint Corporation
Charlotte, North Carolina
02.2013 - 10.2013
- Diagnosed mechanical hardware, software and systems failures, using established procedures
- Determined most cost effective repair/resolution to minimize customer downtime
- Sold accessories, promoted device protection options to customers to increase profitability, supported overall company revenue goals
- 105% revenue generation in August of 2013
Customer Service Representative Agent
Telerx Marketing
Kings Mountain, North Carolina
11.2011 - 02.2013
- Provide quick solutions to problems or concerns of consumers using or prescribed over-the-counter products
- Recorded complaints verbatim from consumers experiencing any adverse event to be reported to the FDA
- Processed refunds and returns for over-the-counter medications or medical devices that were faulty
Education
BBA - Business Administration
2021
Skills
- Billing
- Call center
- Coaching
- Customer relations
- Customer satisfaction
- Customer support
- Customer Service
- Customer Contact
- Data Entry
- Sales
- Teamwork / Collaboration
- Product Knowledge
Timeline
Client Services Representative - Spectrum Enterprise
07.2018 - Current
Client Services Supervisor - IQor Inc.
03.2018 - 07.2018
Customer Care Supervisor - Verizon Wireless
03.2016 - 03.2018
Customer Service Advocate - Verizon Wireless Corporation
10.2014 - 03.2016
Technical Support/Early Device Specialist - Sprint Corporation
02.2013 - 10.2013
Customer Service Representative Agent - Telerx Marketing
11.2011 - 02.2013
Phoenix University - BBA, Business Administration
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