Summary
Overview
Work History
Skills
Timeline
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Shannon Wilson

Glendale,US

Summary

Customer Support professional with 8+ years of experience in service-oriented roles, excelling in resolving inquiries and enhancing satisfaction rates. Demonstrates strong skills in organization, interpersonal communication, and technical support, with a proven track record of improving customer retention and satisfaction through personalized solutions. Adept at managing high-volume interactions and proficient in complaint resolution, eager to leverage expertise in a dynamic support environment.

Overview

9
9
years of professional experience

Work History

Customer Support/ Independent Contractor

LiveOps
09.2022 - Current
  • Handle 100+ daily customer calls, resolving issues with empathy and professionalism.
  • Document and address product complaints, ensuring customer satisfaction.
  • Utilize effective communication skills to manage high-volume inquiries efficiently.
  • Developed and maintained strong working relationships with clients, leading to repeat business and referrals.

Service Advisor

U.S. Bank
12.2021 - 06.2022
  • Resolved customer inquiries, achieving 98% satisfaction through effective communication.
  • Increased customer retention by 24.7% with personalized solutions meeting client needs.
  • Processed financial adjustments, maintained precise records, supported satisfaction and targets.

IT Support Specialist

Turbo PC
10.2017 - 09.2021
  • Resolved 28 daily tech issues, ensuring swift 30-minute responses for optimal service quality.
  • Conducted client training, boosting product understanding and achieving 98% satisfaction.
  • Suggested additional products, securing 59% adoption within current clientele.
  • Used ticketing systems to manage and process support actions and requests.

Loan Specialist

Wells Fargo
09.2016 - 07.2017
  • Verified credit reports to assist customers in loan approval, enhancing client satisfaction.
  • Collaborated on risk analysis, developing strategies to reduce financial exposure effectively.
  • Improved loan approval process, resulting in a 30% increase in successful applications.
  • Refined underwriting standards, achieving a 15% decrease in loan defaults.

Skills

  • Customer Advocacy
  • Attention to Detail
  • Brand Development
  • Customer Feedback
  • Sales Operations
  • Customer Analytics
  • Customer Loyalty
  • Customer Experience
  • Client Retention
  • Data Privacy
  • Safety compliance
  • Deadline adherence

Timeline

Customer Support/ Independent Contractor

LiveOps
09.2022 - Current

Service Advisor

U.S. Bank
12.2021 - 06.2022

IT Support Specialist

Turbo PC
10.2017 - 09.2021

Loan Specialist

Wells Fargo
09.2016 - 07.2017

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Shannon Wilson