Shasta Bryant
Brookhaven
Summary
Results-oriented Customer Service Specialist with over four years of experience in technical support and complaint resolution. Skilled in training staff, resolving escalated issues, and enhancing customer satisfaction through effective communication and problem-solving. Proven ability to manage high call volumes and maintain strong relationships with clients. Committed to delivering exceptional service that fosters loyalty and drives team collaboration.
Overview
9
9
years of professional experience
Work History
Customer Service Representative/Chat Specialist
United Parcel Service
Georgia
08.2019 - 01.2025
- Provided exceptional customer service to resolve inquiries and issues promptly.
- Assisted customers with tracking shipments and delivery options effectively.
- Leveraged company systems to input data and maintain up-to-date customer information, enhancing service accuracy.
- Maintained knowledge of UPS products and services for effective customer interaction.
- Trained new employees on customer service protocols and system navigation skills.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Fostered strong customer relationships through personalized assistance and support, improving customer satisfaction.
- Guided customers through product selection, ordering, billing, returns, exchanges, and technical support, ensuring seamless transactions.
Customer Service Representative/Chat Support Representative
Dell
Round Rock
02.2018 - 08.2019
- Resolved customer inquiries through phone and chat support channels.
- Documented customer interactions in the CRM system for accurate record-keeping.
- Escalated complex issues to technical teams, facilitating timely resolution and customer satisfaction.
- Educated customers about product features and troubleshooting methods.
- Maintained knowledge of Dell products to provide effective solutions.
- Collaborated with team members to enhance service delivery strategies.
- Conducted follow-ups with customers, confirming satisfaction and enhancing service experience post-resolution.
- Assisted in training new representatives on customer service protocols and tools.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved customer problems with knowledgeable and friendly service, fostering high levels of customer satisfaction.
Customer Service Representative
BellSouth Telecommunications
Georgia
03.2016 - 01.2018
- Handled escalated calls from dissatisfied customers, providing effective solutions promptly.
- Resolved technical problems related to phone and internet services efficiently.
- Assisted customers with inquiries about telecom services and billing issues.
- Processed service orders and updates in the customer management system accurately.
- Collaborated with team members to enhance customer satisfaction levels consistently.
- Educated customers on new products and features to improve usage experience.
- Maintained detailed records of customer interactions and transactions in databases.
- Contributed to team meetings by sharing insights on customer feedback and trends.
Education
High School Diploma -
West Lincoln
Brookhaven, MS05-1991
Skills
- Customer support
- Complaint resolution
- Technical troubleshooting
- CRM system management
- Service order processing
- Product knowledge
- Customer relations
- Client relations
- Telephone operations
- Shipping logistics
- Team collaboration
- Effective communication
- Problem solving
- Conflict resolution
- Training and mentorship
- Relationship management
Timeline
Customer Service Representative/Chat Specialist
United Parcel Service
08.2019 - 01.2025
Customer Service Representative/Chat Support Representative
Dell
02.2018 - 08.2019
Customer Service Representative
BellSouth Telecommunications
03.2016 - 01.2018
High School Diploma -
West Lincoln