Summary
Overview
Work History
Education
Skills
Languages
Interests
Timeline
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Shannon Scharver

Shannon Scharver

Tulsa,OK

Summary

Dynamic Customer Support Specialist with over 28 years of experience with Zayo Group and American Airlines, excelling in multi-channel communication and conflict resolution. Proven ability to enhance customer satisfaction through effective problem-solving and collaboration. Skilled in Salesforce ticket creation and adept at managing high-pressure situations with diplomacy and tact.

Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.

Overview

29
29
years of professional experience
2
2
years of post-secondary education

Work History

Customer Support Specialist / Escalation Manager

Zayo Group
10.2017 - 08.2025
  • Escalation Manager
  • Managed customer interactions through multiple channels, ensuring timely responses.
  • Acted as liason to contact 3rd party companies for field updates on fiber outages.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Received inbound calls/emails from customers escalating their tickets as requested for updates.
  • Resolved product issues by coordinating with relevant departments for effective solutions.
  • Documented customer feedback to improve service quality and efficiency.
  • Assisted customers with inquiries, providing accurate information and support.
  • Provided support through Chat via Zayo's portal
  • Handles and resolves customer problems that are escalated for Management attention.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues

American Airlines Call Center

HPE/HP/EDS/SABRE
01.1997 - 04.2017
  • Customer service function by answering calls on a day to day basis through call center queue,while maintaining SLA within group call level expectations.
  • Provided support for all of American Airlines reservation and airport personnel as well as other airline support desks.
  • Served as a SME for Native Sabre, Ticket Exchanges, Refunds, rebooking air fares
  • Performed monthly mentoring for my team as well as training for all new employees.
  • Updated training manuals
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Proven ability to learn quickly and adapt to new situations.
  • 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.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Cameron University
Lawton, OK
08.1979 - 05.1981

Skills

20 plus years of Sabre Customer Service Skills with American Airlines

Excellent written and verbal communicaiton skills

Team player

Ability to make independent decisions within defined parameters

Salesforce Knowledgeable ticket creation

Able to multi-task emails,phone and chats

Utilize GMAIL and learned Microsoft email through Teams

Live chat support

Team Collaboration

Remote field tech support: ie Access to buildings for troubleshooting

Languages

English
Full Professional

Interests

When Im not working, I enjoy being outdoors with my 3dogs and spending time at the lake on our seadoo

Enjoy spending time with friends

cooking


Timeline

Customer Support Specialist / Escalation Manager

Zayo Group
10.2017 - 08.2025

American Airlines Call Center

HPE/HP/EDS/SABRE
01.1997 - 04.2017

Cameron University
08.1979 - 05.1981

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Shannon Scharver