Shanice Reed
Garland
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Pridestaff - Milliman
Dallas, TX
11.2025 - 03.2026
- Supported 401(k) participants with account inquiries, loans, and contributions.
- Educated clients on retirement tools and online platforms.
- Maintained compliance while handling sensitive financial data and met all KPI metrics.
Revenue Specialist
Total Staffing/Landmark
Plano, Texas
08.2022 - 06.2025
- Reviewed and resolved client accounts to prevent settlement defaults and program disruptions.
- Communicated with clients and creditors to address financial, drafting, and settlement issues.
- Met KPI metrics for productivity, call flow, and schedule adherence.
- Communicate clearly and confidently with clients regarding financial, debt and credit-related questions.
Customer Service Representative
Modis / Brinks
Dallas, TX
05.2019 - 10.2022
- Exceeded performance goals while handling inbound calls, emails, and customer account inquiries.
- Provided technical support for ATM machines and dispatched service requests to Brinks branches.
- Coordinated route scheduling and sent communications to branches regarding delays and rescheduling.
- Trained offshore staff and developed training materials.
Lead Customer Service Representative
TELVISTA
Dallas, TX
08.2018 - 04.2019
- Trained and coached new employees on customer service standards and procedures.
- Managed inbound call flow and resolved escalated customer issues efficiently.
- Led team meetings and provided performance feedback to improve service quality.
Convenience Store Manager
Mandalay Convenience
Monroe, LA
02.2010 - 05.2018
- Managed operations, staff, and financial reporting while ensuring excellent customer service.
Education
High School Diploma -
Ouachita Parish High School
Monroe, LA05-2008
Skills
- Credit card payment processing
- Call Center Operations
- Inbound and Outbound Calling
- Helpdesk
- Employee coaching
- Store operations oversight
- Employee supervision and motivation
- Account Management
- Recruiting and hiring
- Proficient in Microsoft
- Experience using Salesforce and Vonage
- Recruitment and hiring
- Retention
Timeline
Customer Service Representative
Pridestaff - Milliman
11.2025 - 03.2026
Revenue Specialist
Total Staffing/Landmark
08.2022 - 06.2025
Customer Service Representative
Modis / Brinks
05.2019 - 10.2022
Lead Customer Service Representative
TELVISTA
08.2018 - 04.2019
Convenience Store Manager
Mandalay Convenience
02.2010 - 05.2018
High School Diploma -
Ouachita Parish High School