Shannon T. Abram
Atlanta,GA
Summary
Professional with strong background in servicing and client management, prepared to excel in specialist role. Proven ability to drive results through effective team collaboration and adaptability to changing needs. Skilled in managing accounts, resolving issues efficiently, and delivering high-quality service. Known for reliability, problem-solving abilities, and proactive approach in fast-paced environments.Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Experienced with loan servicing processes, ensuring compliance and efficiency. Utilizes problem-solving and analytical skills to address complex issues and improve operations. Track record of maintaining high customer satisfaction through effective relationship management and support.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
15
15
years of professional experience
Work History
Client Care Servicing Specialist 1
Truist Bank
Wilson, NC
02.2022 - Current
- Other Depts Include (Service Finance & Fraud Account Security Claims)
- Full Time
- Fostered a positive work environment that promoted collaboration, innovation, and continuous improvement in servicing processes.
- Developed strong rapport with customers through clear communication skills, empathetic listening abilities.
- Maintained up-to-date knowledge of industry regulations to ensure compliance when handling sensitive customer information and transactions.
- Maintained comprehensive record-keeping practices that facilitated quick retrieval of account information when needed.
- Collaborated with internal departments, facilitating seamless communication and coordination for optimal customer service experiences.
- Enhanced team productivity through the development and implementation of performance metrics and tracking systems.
- Improved customer satisfaction by efficiently addressing and resolving servicing issues in a timely manner.
- Conducted thorough research on complex issues, providing accurate information to clients while adhering to regulatory guidelines and company policies.
- Delivered exceptional customer service as a dedicated point of contact for high-priority clientele, addressing their unique concerns and requirements.
- Ensured accuracy in reporting data through diligent attention to detail during reconciliation processes.
- Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
- Reviewed and validated details of loan applications and closing documentation.
- Debit & credit card Fraud monitoring
- Creating dispute claims
- Filing complaints
- Fraud Management
- Blocking & reissuing of debit/credit cards
Customer Service, Mobility Sales, Accountant Agent
AT&T/VXI Global Solutions
College Park, GA
10.2021 - 02.2022
- Resolve customers concern and promote product and client loyalty, upselling and upgrading products and packages to existing customers. Input customer modifications and sales on a database, first call resolution when troubleshooting and ensuring the customers questions, concerns have been resolved. Taking payments, pay arrangements, suspending and restoring customers phone, tablet, or wearable line. Creating and setting new accounts for new customers, building report with new and existing customers.
- Full Time
Customer Service and Billing Representative
Chime Solutions
Morrow, GA
02.2021 - 10.2021
- Billing Department for Charter and Spectrum Cable Communications. I answer and resolve any questions, concerns with the customers billing or service. I assist in upgrading and downgrading Packages, modifying orders, Tech Appointments, and take past due or current payments, setup autopay.
- Full Time
Customer Service Representative
BancorpSouth Bank
Tupelo, MS
06.2016 - 01.2021
- Resolving issues that customers are having with his/her online banking. Helping customers with his/her bank account, such as, account balances, transfers, drafts, deposits, over drafts, some loan inquiries and payments, Stop payments, Bill Pay, Mobile deposits, and temporary passwords Etc..
- Full Time
Customer Service and Sales Associate
Pier 1 Imports
Tupelo, MS
11.2019 - 03.2020
- Assisting customers with there shopping needs, item returns, nightly cash deposits, Cash Register handling, item orders, packaging, sorting and organizing store, Making sure the customer receives a pleasant shopping experience.
- Part Time
- Permanently Closed
Top Hairstylist
Regis Salon
Tupelo, MS
03.2014 - 06.2016
- Taking care of all types of hair and beauty needs. Handling cash deposits, open/close procedures, customer relations, customer satisfaction, customer service, corrective hair procedures, retail, and diffusing an irate customer that is not satisfied with the service.
- Full Time
- Permanently Closed
PC Specialist
Toyota Boshuko
Mantachie, MS
03.2013 - 02.2014
- Inventory control, packaging, labeling, shipping, receiving, supplying the production lines with the parts he/she needs, pulling the parts out of quality control to be put and organized in its place, and organizing all seat covers, belts and other parts to be check and counted for.
- Full Time
Cashier
Sprintmart
Nettleton, MS
01.2011 - 02.2013
- Handling cash, making sure that all registers are accurate, helping to find any product that the customer wants out of the store, also letting each customer know about our discounts and the new product that comes in. Customer relations, customer service, customer communication, diffusing irate customers, open/close procedures, stocking, inventory, making sure that every customer that comes into Sprintmart has an enjoyable experience.
- Full Time
Education
Certificate degree - Endocannabinoid Professional
Trinity School Of Natural Health
02.2024
Associates degree - Business management
Itawamba Community College
Tupelo, MS03.2013
license of master cosmetologist - undefined
Georgia Institute of Cosmetology
03.2005
college prep diploma - undefined
Faith Academy
Loganville, GA03.2004
Holistic Health Certification - Herbal/ Holistic Care
Herbal Academy
Skills
- Eye for detail
- Conflict resolution
- Manage multiple priorities
- Cash handling accuracy
- Customer relations
- Business Management
- Communication skills
- Organizational skills
- Energetic work attitude
- Large cash/check deposits expert
- Loss prevention
- Reading comprehension
- Microsoft office
- Active listening skills
- Opening/closing procedures
- Top sales performer retail
- Inventory control familiarity
- Store maintenance ability
- Problem resolution
- Sales support
- Collections management
- Regulatory compliance
- Cross-functional coordination
- Industry expertise
- Loan processing expertise
- Time management proficiency
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Active listening
- Team collaboration
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Customer communication
- Loan servicing
- Relationship building
- Organization
- Task prioritization
- Self motivation
- Interpersonal skills
- Documentation review
- Analytical thinking
- Information gathering
- Goal setting
- Risk assessment
- Professionalism
- Customer account review
- Data collection
- Continuous improvement
- Adaptability
- File management
- Loan application preparation
- Policies and procedures
- Loan processing
- Fraud detection
- Deposit and payment collection
- Analytical skills
Accomplishments
- Achieved customer first call resolution by completing fraud monitoring with accuracy and efficiency.
- Documented and resolved client issues which led to protection from fraud.
- Achieved compliance monitoring through effectively helping with authentication and reinforcing the commitment in protecting sensitive information and preventing unauthorized access.
- Achieved top performance by completing all metrics with accuracy and efficiency.
Relevant Experience
Customer assistance, worked with company systems and diligently completed all assigned tasks, working overtime as needed.
Languages
English
Native or Bilingual
Timeline
Client Care Servicing Specialist 1
Truist Bank
02.2022 - Current
Customer Service, Mobility Sales, Accountant Agent
AT&T/VXI Global Solutions
10.2021 - 02.2022
Customer Service and Billing Representative
Chime Solutions
02.2021 - 10.2021
Customer Service and Sales Associate
Pier 1 Imports
11.2019 - 03.2020
Customer Service Representative
BancorpSouth Bank
06.2016 - 01.2021
Top Hairstylist
Regis Salon
03.2014 - 06.2016
PC Specialist
Toyota Boshuko
03.2013 - 02.2014
Cashier
Sprintmart
01.2011 - 02.2013
Associates degree - Business management
Itawamba Community College
license of master cosmetologist - undefined
Georgia Institute of Cosmetology
college prep diploma - undefined
Faith Academy
Certificate degree - Endocannabinoid Professional
Trinity School Of Natural Health
Holistic Health Certification - Herbal/ Holistic Care
Herbal Academy