Shantell Wilks
Ft. Washington,MD
Summary
Seasoned Specialist offering over 7 +years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues.
Overview
14
14
years of professional experience
Work History
Continuous Monitoring Specialist
ProSec Solutions
Greenbelt, MD
06.2016 - Current
- Coordinated with other departments to ensure efficient workflow processes.
- Generated reports to track performance metrics of end user's site efficiency.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Set specific goals for projects to measure progress and evaluate end results.
- Organized client meetings to provide project updates.
Audit Support Specialist
ProSec Solutions
Greenbelt, MD
09.2015 - 02.2016
- Ensured that the proper documentation of all Compliance activities were in place
- Perform AdHOC requests & support InfoSEC team's governance, Risk, & Compliance projects
- Participated in ongoing training and compliance activities.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Performed IT Audit's for various operational areas within the company
Customer Support Specialist
Verizon Wireless Corporation
Hanover, MD
02.2010 - 03.2015
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Resolved 90% of issues with first call and escalated more complex issues to obtain necessary customer support.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced, numbers-driven environment.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Set up and activated customer accounts.
Education
Bachelor of Arts - Communications
Bowie State University
Bowie, MD05-2024
Skills
- Quality Assurance
- Incident Response
- Ticketing Systems
- Problem-solving abilities
- Data Analysis
Languages
English
Professional
Accomplishments
- President's Award
- Lead Customer Service Agent
Timeline
Continuous Monitoring Specialist
ProSec Solutions
06.2016 - Current
Audit Support Specialist
ProSec Solutions
09.2015 - 02.2016
Customer Support Specialist
Verizon Wireless Corporation
02.2010 - 03.2015
Bachelor of Arts - Communications
Bowie State University
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