Shanice Griffin
Lakeland
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert MPS and Genesys user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
U.S. Bancorp
05.2023 - 11.2024
- Build, manage, and develop an Efficient team comprised of 8 personnel, provided coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures
- Coordinate with cross-functional teams to identify process gaps and develop solutions, resulting in new devices, security software, and troubleshooting programs
- Maintains system functionality by Testing computer components
- Confirms program objectives and specifications by testing new programs, comparing them with established standards, and making modifications
- Identified process improvement opportunities to enhance operational effectiveness and improve team productivity, resulting in multiple recognition opportunities from upper management, and reduction in 20 manual work hours
- Coordinate with the escalations teams to identify solutions for tire II issues and ensure timely resolution to maintain positive client relationships
- Provide training to end-users on the Salesforce STS and deliver step-by-step, instructions for configuration and updates to ensure optimal functionality based on merchant needs
Customer Service Representative
GEICO
04.2022 - 03.2023
- Managed large amounts of incoming calls 70-90 per day
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Exceed customer satisfaction goals by 20% and identify opportunities to improve the customer experience
- Manage and resolve [50+ escalated customer complaints per day, including processing returns and identifying solutions to customer issues
- Achieve average (customer service ratings of 80%) (10% higher than the company average).
- Reduce cancellation rates on customer calls (by 30%)by utilizing conflict resolution techniques and communicating effectively with a diverse client base
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Technical Support Representative
Jack Henry & Associates
06.2019 - 02.2022
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Monitored system performance to identify potential issues.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone.
Credit Specialist
GC Services LP
10.2016 - 03.2019
- Maintain financial accounts by processing customer adjustments
- Inputting payment history, upcoming payment information or other financial data into customer accounts
- Monitored financial track record and credit history of each client
- Performing market research and financial risk assessment
- Undertaking loan approvals and credit underwriting
- Communicate with diverse teams/clients build rapport and long-term relationships, and achieve client/customer satisfaction metric
Education
Psychology - ABA (Applied Behavioral Analysis)
Purdue University Global
West Lafayette, INSkills
- Customer service
- Software troubleshooting
- Sales
- Microsoft Office
- Hardware upgrades
- Remote desktop services and support
- Customer experience management
- Technical troubleshooting
- Remote technical assistance
Timeline
Technical Support Specialist
U.S. Bancorp
05.2023 - 11.2024
Customer Service Representative
GEICO
04.2022 - 03.2023
Technical Support Representative
Jack Henry & Associates
06.2019 - 02.2022
Credit Specialist
GC Services LP
10.2016 - 03.2019
Psychology - ABA (Applied Behavioral Analysis)
Purdue University Global
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