Shane Folkes
Rosedale,USA
Summary
Dynamic Sales Representative with a proven track record at AT&T, excelling in customer needs assessment and consultative selling. Leveraged relationship management skills to foster loyalty, consistently surpassing sales targets. Proficient in CRM administration and adept at troubleshooting, driving a 25% increase in customer satisfaction through tailored solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Sales Representative
AT&T
Valley Stream, NY
09.2024 - Current
- Assessed customer needs to deliver tailored solutions, consistently surpassing sales targets.
- Fostered relationships for a loyal customer base through exceptional service and engagement.
- Captured customer information for future interactions and personalized marketing efforts.
- Utilized effective closing techniques and product expertise for successful sales outcomes.
- Maintained current knowledge of competitive promotions to offer compelling recommendations.
- Kept abreast of new technologies for accurate customer guidance.
Associate Engineer
Nagarro
New York, NY
08.2024 - Current
- Provide L1/L2 technical support, resolving 90% of customer issues independently through systematic troubleshooting, demonstrating deep product knowledge.
- Utilize ITSM tools to document and escalate complex cases, ensuring precise handoffs and reducing resolution time by 20%.
- Analyzed support data to identify recurring issues, leading to a 15% reduction in repeat tickets and improving customer satisfaction scores by 25%.
- Collaborated with cross-functional teams to develop workflow improvements, increasing first-call resolution rates by 18%.
Direct Support Professional
Life's Worc
Garden City, NY
01.2021 - Current
- Developed tailored support plans while documenting progress to highlight individual achievements.
- Fostered trust-based relationships to encourage independence in goal pursuit.
- Maintained a supportive atmosphere to facilitate personal growth and development.
Information Technology Trainee
NPower
Harlem, NY
02.2024 - 05.2024
- Completed intensive training program focused on CompTIA A+/ITF+ and Google IT Support certifications.
- Gained expertise in troubleshooting hardware and software issues.
- Acquired knowledge of operating systems, including Windows and Linux.
- Mastered networking protocols and cloud computing concepts.
Education
Bachelor of Science - Criminal Justice
John Jay College of Criminal Justice
New York, NY05.2024
Skills
- Outbound prospecting
- Lead qualification
- Customer needs assessment
- Consultative selling
- Relationship management
- CRM administration
- Cross-functional collaboration
- Hardware setup
- Software troubleshooting
- Windows operating system
- Linux operating system
- Networking principles
- Security practices
- IT service management tools
Certification
- CompTIA A+
- CompTIA ITF+
- Google IT Support Professional Certificate
Projects
Senior Data Mining Project, Collaborated in a three-member team to develop a Java program that analyzes Excel data, demonstrating the ability to work with data and ask strategic, sequential questions. Python Data Analysis, Used Pandas and NumPy with NYC Open Data to create a dataset analyzing car crash frequency and severity, highlighting analytical and data manipulation skills.
Languages
English
Full Professional
Japanese
Professional
Spanish
Professional
Timeline
Sales Representative
AT&T
09.2024 - Current
Associate Engineer
Nagarro
08.2024 - Current
Information Technology Trainee
NPower
02.2024 - 05.2024
Direct Support Professional
Life's Worc
01.2021 - Current
Bachelor of Science - Criminal Justice
John Jay College of Criminal Justice