Shannon Neal
Atlanta,GA
Summary
Results-oriented professional experienced in driving operational excellence and business growth. Proven track record of inspiring and leading high-performing teams to exceed targets and customer expectations. Experienced in developing and executing strategic plans to optimize workflow and improve processes.
Overview
7
7
years of professional experience
Work History
Team Leader
VXI Global Solutions/ Legal Zoom Client
12.2022 - Current
- Evaluated customer needs and feedback to drive product and service improvements.
- Held weekly team meetings to inform team members on company news and updated on client information.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Team Leader/Supervisor
VXI Global Solutions AT&T Client
05.2020 - 12.2022
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised over 15 members while confirming compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Tier 2 Technical Support Specialist
VXI Global Solutions/ Comcast Client
09.2018 - 05.2020
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
Education
High School Diploma -
Riverdale High School
Riverdale, GA05.2013
Skills
- Leadership
- Typing speed 50 wpm
- Microsoft Office Certified (Word, Excel, Powerpoint, Publisher, Outlook)
- Slack
- Technical Support
- Help Desk
- Operating Systems
- Troubleshooting
- Financial analysis
- Evaluating Employee Work
- Content Management Expertise
- Salesforce Lightning
- Team Collaboration
- Coaching and Mentoring
- Sales Expertise
- Smart Goals
- Conflict Resolution
- Key Performance Indicators (KPI)
- Daily Workflow Improvement
- Call Center Operations
Timeline
Team Leader
VXI Global Solutions/ Legal Zoom Client
12.2022 - Current
Team Leader/Supervisor
VXI Global Solutions AT&T Client
05.2020 - 12.2022
Tier 2 Technical Support Specialist
VXI Global Solutions/ Comcast Client
09.2018 - 05.2020
High School Diploma -
Riverdale High School
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