Summary
Overview
Work History
Education
Skills
Apt
License Certifications
Timeline
Generic

Shantel Mitchum

Charlotte

Summary

To obtain a position offering an opportunity for advancement based on education, achievements,
and proven results. Organized and dependable candidate successful at managing multiple priorities with a positive
attitude. Willingness to take on added responsibilities to meet team goals

Overview

7
7
years of professional experience

Work History

Tier 2 Technical Support Specialist

Conduent
01.2022 - Current

· Maintained product knowledge of products and services offered to customers

  • Supported the customer service organization with guidance and tier two support and technical support
  • Technical liaison for customer service teams and the tech support que
  • Upsold product and services to enhance the customer’s experience
  • Assisted with new hire on the job training
  • Built customer loyalty by making follow up calls or correspondences
  • Enforced service center policies
  • Exceeded minimum monthly metrics within 2 months of performing
  • Resold the value of the product and services to customers looking to cancel services

Success Small Business Banker

WellsFargo
07.2020 - 01.2022
  • Service small business bank accounts
  • File claims
  • Educate customer on account information such as balances, payments & etc
  • Due to having a business checking, savings, or credit card account
  • Fee Reimbursements

Customer Service Advocate

Blue Cross And Blue Shield Of South Carolina
02.2018 - 06.2020

· Provided Floor Support for peers by answering questions and providing feedback

· Coordinated with other departments to resolve problems

· Assisted members with complex claim related questions

· Resolved calls on first-call resolution

· Served as a customer advocate by identifying underlying customer needs and guiding them to appropriate resources or programs

· Maintained a strict standard of confidentiality to ensure that members protected health information (PHI) is secure

· Assisted members with questions and concerns about the Healthcare Reform, new plan changes and benefits for their policy

· Assisted with the training of new employees and cross training of coworkers

Customer Service Representative

Amazon
01.2017 - 02.2018
  • Serving customers by providing product and service information, resolving product and service problems, attracting potential customers, tracking packages, issuing refunds or creating returns

Education

Bachelor of Science - Business Administration

Strayer University

High School Diploma -

Kingstree Senior High School
05.2017

Skills

  • Microsoft Office
  • Typing
  • Time Mgmt
  • Data Recovery
  • Remote Technical Support
  • Application Support
  • Network Configuration
  • Team Player
  • Communication Skills
  • Finance
  • National Small Business Banking
  • Real Estate
  • Quickbooks
  • Customer Service
  • Case Management
  • Leadership
  • Productive
  • Innovative
  • Remote Desktop Support
  • Quality Assurance
  • Technical Documentation
  • Account Administration

Apt

Apt.3004

License Certifications

  • CNA
  • CPR Certified
  • PTIN/TPTIN
  • NBBC

Timeline

Tier 2 Technical Support Specialist

Conduent
01.2022 - Current

Success Small Business Banker

WellsFargo
07.2020 - 01.2022

Customer Service Advocate

Blue Cross And Blue Shield Of South Carolina
02.2018 - 06.2020

Customer Service Representative

Amazon
01.2017 - 02.2018

Bachelor of Science - Business Administration

Strayer University

High School Diploma -

Kingstree Senior High School
Shantel Mitchum