SHANIECE BROWN
Atlanta,GA
Summary
Dynamic Customer Support Specialist with 17+ years of experience delivering high-quality service across chat, email, and phone. Known for calm problem-solving, technical troubleshooting expertise, and strong communication in fast-paced environments. Adept at resolving complex issues, documenting accurately, and supporting customers with clarity and empathy.
Professional with strong background in investigative work, adept at gathering and analyzing information to uncover key insights. Known for collaborative teamwork and reliability, consistently adapting to evolving requirements to achieve desired outcomes. Skilled in critical thinking, problem-solving, and effective communication, ensuring thorough and accurate investigations.
Overview
18
18
years of professional experience
Work History
Sportsbook & Casino Customer Support Agent
FanDuel
03.2022 - 12.2025
- - Delivered high-volume chat and email support with clear, professional communication.
- - Resolved complex account, payment, and platform issues using analytical thinking.
- - Documented all interactions accurately in CRM systems.
- - Troubleshot app, login, and technical issues across multiple platforms.
- - Managed multiple chats simultaneously while maintaining quality and accuracy.
- Resolved customer inquiries through various communication channels, ensuring timely and accurate responses.
- Documented and tracked customer interactions using CRM tools, improving case management efficiency.
- Managed multiple customer accounts simultaneously while maintaining high standards of service quality.
- Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
- Provided personalized assistance for customers, resulting in a higher overall satisfaction rate.
Investigator / Collections Specialist
The Echelon Group
07.2021 - 03.2022
- - Conducted investigations using interviews, background checks, and field research.
- - Negotiated diplomatically with debtors to recover assets or payments.
- - Maintained detailed case records, reports, and financial documentation.
- - Utilized technology (cameras, computers, recorders) for evidence and reporting.
- - Supervised a team of investigators and administrators.
- - Updated clients regularly and recommended workflow improvements.
- Conducted thorough investigations to gather evidence and document findings.
- Analyzed data patterns to identify trends and inform investigative strategies.
- Documented findings and prepared detailed reports.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Maintain a professional tone.
ITunes
Kelly Services (Apple Contract)
03.2018 - 03.2021
- - Assisted customers with subscription issues, billing questions, and account troubleshooting.
- - Educated users on subscription management and family sharing.
- - Troubleshot iOS devices, identifying software and hardware issues.
- - Ran diagnostics, processed repair orders, and provided remote support.
- - Supported Apple Pay users in partnership with Green Dot and Goldman Sachs.
- - Guided customers through setup, security, and self-service options.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
Collections Representative
Trident Asset Management
04.2017 - 09.2017
- - Contacted customers regarding delinquent accounts and negotiated repayment plans.
- - Verified customer information and updated account records.
- - Performed skip tracing and reviewed loan documents.
- - Ensured compliance with federal and state debt collection laws.
- - Prepared reports and updated credit bureaus on account status.
- Handled 50 to 100 outbound and inbound calls daily with goal of collecting owed debt.
- Managed collections process, ensuring timely follow-up on outstanding accounts.
- Played a key role in reducing account aging by proactively identifying at-risk accounts and initiating early intervention measures.
- Resolved challenging situations with friendly but firm strategies.
- Handled highly sensitive information responsibly while maintaining strict confidentiality standards.
Customer Care / Sales / Technical Support
Alorica
03.2014 - 07.2014
- - Provided customer support for billing, service issues, and product questions.
- - Troubleshot network, IPTV, VOIP, and connectivity issues.
- - Processed payments, updated accounts, and resolved service problems.
- - Documented all interactions accurately and followed escalation procedures.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
Customer Care / Billing / Collections / Virtual Chat
GC Services
10.2007 - 07.2010
- - Assisted customers via chat, phone, and email for billing and service issues.
- - Managed multiple simultaneous chats while maintaining accuracy.
- - Performed background checks and credit verification.
- - Troubleshot technical issues involving internet, email clients, IPTV, and VOIP.
- - Resolved customer complaints and documented all actions in CRM systems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Bachelor of Science - Alternative Medicine
Everglades University
Boca Raton, FL05-2028
Esthetician License - undefined
International School of Skin & Nails
Atlanta, GA05.2014
High School Diploma - undefined
Kathleen Senior High School
Lakeland, FL01.2006
Skills
- Live Chat & Email Support
- Technical Troubleshooting (iOS, connectivity, apps)
- Conflict Resolution & De-escalation
- CRM & Data Accuracy
- Multitasking in High-Volume Queues
- Collections & Account Management
- Written & Verbal Communication
- Problem Solving & Decision Making
- Detailed report writing
- Ethical and honest
- Risk assessment
- Data review
- Social media investigations
- Risk analysis
- Cybersecurity awareness
Languages
English
Native or Bilingual
Cherokee
Limited Working
Spanish
Limited Working
Timeline
Sportsbook & Casino Customer Support Agent
FanDuel
03.2022 - 12.2025
Investigator / Collections Specialist
The Echelon Group
07.2021 - 03.2022
ITunes
Kelly Services (Apple Contract)
03.2018 - 03.2021
Collections Representative
Trident Asset Management
04.2017 - 09.2017
Customer Care / Sales / Technical Support
Alorica
03.2014 - 07.2014
Customer Care / Billing / Collections / Virtual Chat
GC Services
10.2007 - 07.2010
Esthetician License - undefined
International School of Skin & Nails
High School Diploma - undefined
Kathleen Senior High School
Bachelor of Science - Alternative Medicine
Everglades University