SHANICE GRIFFIN
FL
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert MPS, Genesys, Salesforce, and Jira Service Desk user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
11
11
years of professional experience
Work History
Technical Support Specialist
U.S. Bancorp
05.2023 - 10.2025
- 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 tier 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 Corporate
04.2021 - 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%.
- Reduce cancellation rates on customer calls by 30% by utilizing conflict resolution techniques and communicating effectively with a diverse client base.
- Identify prospects, set appointments, make effective qualifying sales calls and manage sales cycle to close new business in all service categories.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Oversee assigned accounts on a regular basis, monitoring for unresolved debts
- Investigate assigned accounts to determine if there’s a long-term issue
- Contact clients with overdue payments to encourage payment, suggesting repayment plans if needed
- Develop repayment plans that quickly and efficiently resolve outstanding debt.
Credit /Debt Collection Specialist
GC Services LP
10.2014 - 09.2020
- 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.
- Monitors accounts for compliance with established payment plans and flagged non-compliances
- Locates debtors and contacting them via phone or mail to address their overdue payments and determine the reason for the outstanding debt
- Takes actions in order to encourage timely payments
- Contacts customers to inform on delinquency, encourage on-time payments and set up payment plans that can facilitate good credit.
- Counsels debtors on payment options and arranged installment agreements
- Collects documents and makes portfolios for collections accounts
- Responds to client account queries in a timely and professional manner
Education
Bachelor of Science - Criminal Justice
SOUTHEASTERN UNIVERSITY
Florida10-2026
Skills
- Customer experience management
- Hardware upgrades
- Remote desktop services and support
- Debugging
- Remote support
- Remote technical assistance
- Telephone call control
- Customer support
Timeline
Technical Support Specialist
U.S. Bancorp
05.2023 - 10.2025
Customer Service Representative
Geico Corporate
04.2021 - 03.2023
Credit /Debt Collection Specialist
GC Services LP
10.2014 - 09.2020
Bachelor of Science - Criminal Justice
SOUTHEASTERN UNIVERSITY