Work Preference
Summary
Work History
Education
Skills
Timeline
Generic
Open To Work

Shannon Haynes

Plattsmouth,NE

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Customer Support AdministratorTechnical Support AdvisorStudent Loan AdvisorCustomer Support Specialist

Work Type

Full Time

Location Preference

RemoteOn-SiteHybrid
Location: Plattsmouth, NE, USOmaha, NE
Open to relocation: No

Salary Range

45000/yr - 200000/yr

Important To Me

Company CultureCareer advancement

Summary

Detail-oriented professional with extensive experience in customer support and technical assistance. Adept at resolving complex inquiries, developing training materials, and enhancing service delivery processes. Committed to improving customer satisfaction and operational efficiency through effective communication and problem-solving.

Work History

Customer Support Administrator

Hillside Solutions
Gretna, NE
2022 - 2026
  • Resolved customer inquiries through email and phone, ensuring prompt and effective communication.
  • Collaborated with cross-functional teams to enhance service delivery processes and improve customer satisfaction.
  • Developed training materials for new staff, streamlining onboarding process and enhancing team efficiency.
  • Managed challenging situations with professionalism and empathy, ensuring the best possible outcomes for both the company and the customer.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.
  • Monitored transportation schedules, adjusting as necessary to maintain efficiency and meet customer requirements.
  • Assisted in generating monthly invoices, maintaining compliance with company policies and procedures.
  • Processed billing inquiries, ensuring accurate and timely resolution of customer issues.

Technical Support Advisor

GoDaddy
Omaha, NE
2021 - 2022
  • Provided technical support for domain registration and hosting services, resolving customer inquiries efficiently.
  • Assisted customers with website-building tools, ensuring user satisfaction through effective troubleshooting.
  • Managed customer accounts, updating billing information and addressing service-related issues promptly.
  • Documented solutions in knowledge base, contributing to improved team efficiency and resource accessibility.
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.

Student Loan Advisor

Nelnet Student Loan Services
Omaha, NE
2014 - 2016
  • Provided guidance on student loan options and repayment plans to clients.
  • Assisted borrowers in completing loan applications and documentation accurately.
  • Resolved borrower inquiries through effective communication and problem-solving techniques.
  • Maintained detailed records of client interactions and loan statuses in CRM systems.
  • Enhanced borrower understanding by providing clear explanations of complex student loan repayment options.
  • Trained new advisors on company policies and best practices, contributing to a knowledgeable workforce that provided exceptional service.
  • Resolved escalated calls professionally, diffusing tense situations while addressing customer concerns effectively.
  • Maintained up-to-date knowledge of federal regulations and guidelines regarding student loans, ensuring accurate advising services.

Education

Bachelor of Science - Psychology

Southern New Hampshire University
Hooksett, NH
07-2026

Associate of Arts - Human Resources Management

Iowa Western Community College
Council Bluffs, IA
2021

Skills

  • Empathy and patience
  • Strong organization
  • Client relationship building
  • Complaint handling
  • CRM software experience
  • Customer service excellence
  • Customer success management
  • Software troubleshooting
  • Microsoft windows and office
  • Remote technical support
  • Help desk support
  • Technical troubleshooting
  • Customer service expert

Timeline

Customer Support Administrator

Hillside Solutions
2022 - 2026

Technical Support Advisor

GoDaddy
2021 - 2022

Student Loan Advisor

Nelnet Student Loan Services
2014 - 2016

Bachelor of Science - Psychology

Southern New Hampshire University

Associate of Arts - Human Resources Management

Iowa Western Community College

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Shannon Haynes