Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHANTAY L. ROBINSON

MONTGOMERY,AL

Summary

Personable Customer Service professional offering over 15 years of experience resolving account and service concerns for customers. Smoothly uncovered and solved challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.

Overview

18
18
years of professional experience

Work History

IT Support Technician

Insight Global
10.2022 - Current
  • Provided technical support to clients via phone, email, and remote access.
  • Configured workstations, networks, servers and printers for end users.
  • Installed software applications as requested by customers.
  • Diagnosed system malfunctions and provided troubleshooting assistance.

Supervisor

Lincare
02.2021 - 10.2022
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes regarding patients, insurance claims forms, referral sources and administrative department inquiries
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.


Supervisor

Convergent/Duke Energy
01.2016 - 02.2021
  • Enhanced training programs to strengthen employee knowledge and promote new managers from within.
  • Oversaw and optimized work of 30+ Customer Service Representatives performing high-quality data entry work.
  • Conducted quality assurance and performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed

Firewatcher

Jordan Construction
02.2015 - 07.2015
  • Performed visual inspection of work area and evacuated operations and summoned authorities if hazardous conditions detected.
  • Reported inspection findings to fire marshal with recommendations for eliminating or counteracting hazards.

Collector/Teamlead

NCO
07.2013 - 02.2015
  • Negotiated with account holders to devise repayment plans and minimize collections receivables.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Trained new team members on scripts, company services and performance strategies and provided mentoring.
  • Maintained high volume of calls to meet demands of busy group.

Customer Representative/TeamLead

West Corporation
06.2009 - 08.2011
  • Fielded incoming calls for AT&T regarding technical support for cellular phones, texting and billing issues.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.

Security Officer

PCI Gaming
11.2007 - 07.2008
  • Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
  • Supported audits, shortage control initiatives, apprehensions and disposition by preparing and reviewing associated paperwork.

Customer Service Attendant

Poarch Band Indians
11.2005 - 10.2006
  • Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
  • Filled gaming machines with cash and coin and monitored machines during shift for proper operation.
  • Paid winnings and collected losing bets as established by rules and procedures of each specific game.

Education

Associates in Science Degree - Medical Assistant

Capps College
Montgomery, AL
6 2008

General Degree - High School Diploma -

Escambia County High School
Atmore, AL
4 2005

Skills

  • Training and Development
  • Conflict Resolution
  • Scheduling
  • Processes and Procedures
  • Staff Management
  • Team Building
  • Leadership
  • Documentation and Reporting
  • Collaboration
  • Maintenance & Repair
  • Analytical and Critical Thinking
  • Networking
  • Remote Office Availability
  • Quality Assurance

Timeline

IT Support Technician

Insight Global
10.2022 - Current

Supervisor

Lincare
02.2021 - 10.2022

Supervisor

Convergent/Duke Energy
01.2016 - 02.2021

Firewatcher

Jordan Construction
02.2015 - 07.2015

Collector/Teamlead

NCO
07.2013 - 02.2015

Customer Representative/TeamLead

West Corporation
06.2009 - 08.2011

Security Officer

PCI Gaming
11.2007 - 07.2008

Customer Service Attendant

Poarch Band Indians
11.2005 - 10.2006

Associates in Science Degree - Medical Assistant

Capps College

General Degree - High School Diploma -

Escambia County High School

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SHANTAY L. ROBINSON