Shanice Taylor
Lithia Springs,GA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Cabin Service Agent
Delta Air Lines, Inc
07.2023 - Current
- Collected trash, tidied up aisles and wiped down surfaces during and in between flights to keep cabin clean.
- Reduced turnaround times by quickly identifying and addressing potential issues within the cabin area.
- Maintained cleanliness standards in aircraft cabins, lavatories, and galleys for the comfort of passengers and crew.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Facilitated smooth communication between airline staff members and ground crews for seamless coordination of tasks during tight turnarounds.
- Increased on-time departure rates by efficiently cleaning and restocking aircraft cabins between flights.
- Contributed to a positive team environment, collaborating with fellow agents to complete tasks quickly and effectively.
Product Support Specialist
Home Depot
07.2022 - Current
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Improved the overall efficiency of the support team with streamlined processes and clear communication.
- Collaborated with cross-functional teams to address complex customer issues, ensuring seamless resolution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Facilitated smooth software updates for clients by providing clear instructions and proactive assistance throughout the process.
Customer Service Call Center Representative
DRIASI
04.2021 - 05.2022
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers on company systems, form completion, and access to services.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted customer service satisfaction ratings through consistent quality control.
Tech Support Specialist
Asurion Insurance Services
09.2019 - 04.2021
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.
- Translated complex technical issues into digestible language for non-technical users.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
Customer Service Representative
Qsac Family Services
06.2013 - 05.2018
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed timely and effective replacement of damaged or missing products.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Updated account information to maintain customer records.
Education
Associate of Applied Science - Criminal Justice
Monroe College
The Bronx, NY06.2011
Skills
- Passenger Interaction
- Company policy adherence
- Conflict Resolution
- Technical Troubleshooting
- Help Desk Support
- Hardware and Software Repair
Timeline
Cabin Service Agent
Delta Air Lines, Inc
07.2023 - Current
Product Support Specialist
Home Depot
07.2022 - Current
Customer Service Call Center Representative
DRIASI
04.2021 - 05.2022
Tech Support Specialist
Asurion Insurance Services
09.2019 - 04.2021
Customer Service Representative
Qsac Family Services
06.2013 - 05.2018
Associate of Applied Science - Criminal Justice
Monroe College
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