Shaneka Youmans
Columbia,SC
Summary
To obtain a position within a company where my many abilities and experiences in different business settings would be an asset, also furthers the company’s financial growth. Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
17
17
years of professional experience
Work History
Verizon Wireless Coord/Support Coach/Analyst
Verizon Wireless
12.2014 - 08.2023
- Assisted customers with billing inquiries, and information on sales and promotional offers
- Assisted customers with info in relations to the latest cell phone devices, network and data info
- Trouble-shoot minor and major issues with devices such as: missed calls, no data connection, over-heated device, voicemail issues, cracked screens, as well as system updates
- Floor support for team needing assistance while on the job
- Assist with training's and overseeing the team in the absence of my supervisor
- POC for team Provide customers with the WOW experience
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
- Escalate unresolved complaints in a timely and effective manner, in accordance with escalation guidelines
- CRT Advocate, handling escalated calls from customers
- Thinking outside the box for confident solution for the customer
- Train/support new hires Create learning material for SPC
- Greeted and assisted customers with inquiries regarding products and services.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone, email, mail or social media.
- Processed orders, forms, applications and requests.
Wells Fargo Customer Service Rep II
Wells Fargo
03.2014 - 09.2014
- Assist tellers with vault transactions
- Assist tellers with opening and closing accounts
- Provided info in relations to certain accounts minor accounts, minor-by accounts, estates, checking, savings, CD accounts
- Assisted tellers with certain laws for opening certain accounts
- Provide a WOW customer service experience
- Submit claims for fraudulent activity on bank accounts and debit or credit cards.
Time Warner Cable
Time Warner Cable
11.2012 - 03.2014
- Make recommendations to customers in reference to the services
- Sell new services
- Set up new accounts
- Provide promotions to customers
- Assist with bill questions, take payments, setup payment arrangements on accounts
- Cater to customers’ needs in reference to television, telephone and internet services
- Setup services appointments for installations
- Document customer transactions accurately in the billing system and complete required administrative tasks such as accurate tracking of sales and/or saves in online tools; Use online support tools to obtain information and to help Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
- Escalate unresolved complaints in a timely and effective manner, in accordance with escalation guidelines
- Save customers from disconnecting or downgrading service; present benefits of products and services on all calls including billing, technical, collections, and other types of inquiries.
Direct TV Customer Service Representative
Direct TV
02.2010 - 11.2011
- Assisted DIRECTV consumers with customer installation, billing inquiries, and information on sales and promos
- Assisted customers with add or change services, cancellation and ordering pay-per-view movies and events
- Assisted customers with affordable payment plans
- Retain customers Created problem-solving solutions for advanced customer issues.
Sonic Drive-In
Sonic Drive-In
08.2006 - 02.2010
- Greeted incoming customers in a sincere and friendly manner
- Took orders, asked proper questions about beverages, condiments, and/or substitutions
- Crossed-trained in all operational positions
- Assisted with food preparation and cooking
- Handled cash or credit transactions with customer accurately.
Homewood Suites
Homewood Suites
06.2008 - 09.2008
- Clean Rooms Prepared breakfast and dinner
- Served tables Supervised food preparation and cooking.
Education
Associates of Science Degree in Criminal Justice -
ITT Technical College
06.2011
Skills
- Consultative Sales
- Data Collection
- Inbound and Outbound Calling
- Report Generation
- Scheduling
- Data Entry
- Complaint Resolution
- Product Knowledge
- Information Security
- Service Upselling
- Project Management Abilities
- Order Processing
- Creative Problem Solving
- Positive and Professional
- Quality Control
- Executive Management Support
- Customer Relations
- Microsoft PowerPoint
- Product Promotion
- Sales Closing
- Computer Proficiency
- Active Listening
- Minute Taking
- High-Energy Attitude
- Documentation
- Multi-Task Management
- Team Development
- Spreadsheets
- Prioritization
- Problem Resolution
- Customer Service
- Microsoft Excel
- Conflict Resolution
- CRM Software
- Microsoft Outlook
- Researching
- Business Development Understanding
Certifications
Introduction to Cybersecurity
Timeline
Verizon Wireless Coord/Support Coach/Analyst
Verizon Wireless
12.2014 - 08.2023
Wells Fargo Customer Service Rep II
Wells Fargo
03.2014 - 09.2014
Time Warner Cable
Time Warner Cable
11.2012 - 03.2014
Direct TV Customer Service Representative
Direct TV
02.2010 - 11.2011
Homewood Suites
Homewood Suites
06.2008 - 09.2008
Sonic Drive-In
Sonic Drive-In
08.2006 - 02.2010
Associates of Science Degree in Criminal Justice -
ITT Technical College