Shante Sherman
Riverview,FL
Summary
Detailed oriented professional with experience in both phone and face to face customer interactions. Highly motivated individual with a problem solving mindset using reporting analytics and prior credit worthiness reviews. Seeking a challenging opportunity where I can utilize these skills and gain new ones that add value to our business.
Overview
14
14
years of professional experience
Work History
Live Chat Agent
JPMorgan Chase
Tampa, FL
04.2025 - Current
- Provides real-time support to clients via live chat, resolving inquiries efficiently.
- Analyzes chat data to identify trends and recommend improvements in service delivery.
- Responds to customer inquiries and provided accurate information about products and services via live chat.
- Monitors customer conversations and provided timely, knowledgeable assistance.
- Resolves customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Assists over 35 customers per day.
- Maintains an average handling time of 363 with 4.58 scorecard.
Senior Collections Agent III
JPMorgan Chase
Tampa, FL
10.2022 - Current
- Builds rapport with customers by demonstrating understanding of their situation while seeking fair resolutions
- Works in call center environment handling manual and automatically dialed outbound calls
- Delivers exceptional customer service on collection calls, maintained calm and professional demeanor
- Achieves successful debt collection results by utilizing negotiation skills and developing customized payment plans
- Assists in training new and tenure hires on department procedures, system navigation, and best practices for successful collections
- Contributes to positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives
- Reaches out to approximately 190 account holders daily
Financial Advisor
Amscot
Brandon, FL
09.2017 - 10.2022
- Ensured data integrity and confidentiality during transactions; diligently following established protocols and security measures
- Enhanced customer satisfaction with timely and accurate wire transfers, ensuring adherence to company policies and procedures
- Demonstrated flexibility and adaptability by effectively handling various roles and responsibilities during overnight shifts as needed
- Boosted customer satisfaction by addressing concerns promptly and providing exceptional service during overnight hours
- Assisted in the preparation of financial reports for senior management, highlighting key metrics related to overnight performance
- Provided constructive feedback to team members, fostering an atmosphere of continuous improvement among overnight staff
- Collected, arranged, and input information into database system
- Generated reports detailing findings and recommendations
- Assisted over 50 customers per shift while maintaining inbound and outbound calls.
Front End Associate
Walmart
Riverview, FL
08.2014 - 08.2017
- Provided support and training to junior developers, fostering a collaborative team environment that encouraged continuous learning and growth
- Worked effectively in fast-paced environments
- Demonstrated strong organizational and time management skills while managing multiple projects
- Contributed to risk management efforts through diligent verification of client identities before initiating any transaction; safeguarding against frauds
- Enhanced customer satisfaction with timely and accurate wire transfers, ensuring adherence to company policies and procedures
- Managed 70+ face-to-face interactions daily
Cashier
Wendy's Restaurant
Riverview, FL
06.2012 - 08.2014
- Worked with floor team and managers to meet wide range of customer needs
- Learned duties for various positions and provided backup at key times
- Used POS system to enter orders, process payments and issue receipts
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked
- Served 90+ customers per shift in a high volume drive thru environment.
Education
Associate of Arts - Early Childhood Education
Hillsborough Community College
Tampa, FL05-2016
High School Diploma - undefined
Riverview High School
Riverview, FL05-2012
Skills
Problem-solving abilities
Computer proficiency
Relationship building
Motivated leader
Excellent written and verbal communication
Strong work ethic
Highly organized/Detail oriented
Customer service-oriented
Accomplishments
- Consistently earned high-quality scores during post interaction customer surveys
Timeline
Live Chat Agent
JPMorgan Chase
04.2025 - Current
Senior Collections Agent III
JPMorgan Chase
10.2022 - Current
Financial Advisor
Amscot
09.2017 - 10.2022
Front End Associate
Walmart
08.2014 - 08.2017
Cashier
Wendy's Restaurant
06.2012 - 08.2014
Associate of Arts - Early Childhood Education
Hillsborough Community College
High School Diploma - undefined
Riverview High School
Leadership Achievements
- Immediately promoted to Senior Collection Specialist III after training for Collections Specialist I
- Provide peer to peer coaching
- Team Captain; leadership duties: Data reporting, assist with team huddles, and create team building actives focused on needs of business
- Team Recognition Captain