Shatina Carter
Amazon
Dallas,Georgia
1
Certification
18
years of professional experience
Results-driven customer service and operations professional with extensive experience in team leadership, performance coaching, technical support, insurance sales, and issue resolution. Proven ability to lead and develop teams of 20 associates, analyze performance metrics, implement targeted action plans, and drive continuous improvement. Experienced in managing escalated concerns, troubleshooting technical issues, maintaining accurate documentation, and protecting confidential customer information. Recognized for strong problem-solving, communication, and decision-making skills, with a disciplined, results-oriented approach to improving team performance, operational efficiency, and customer satisfaction.
Work History
Customer Service Coach
3 Years- Led and mentored 20 associates to strengthen performance, improve customer interactions, and achieve team goals.
- Analyzed performance metrics to identify skill gaps, coaching needs, and improvement opportunities.
- Developed and executed individualized action plans to enhance productivity, service quality, and policy compliance.
- Partnered with leadership to address operational challenges and implement process improvements.
- Delivered targeted coaching and constructive feedback to elevate team performance and call-handling effectiveness.
- Enforced company policies, quality standards, performance expectations, and confidentiality requirements.
Senior Technical Support Specialist
4 Years 5 Months- Guided 150+ users weekly through step-by-step troubleshooting and product guidance.
- Resolved escalated customer issues involving accounts, payments, and services to maintain customer satisfaction.
- Implemented remote troubleshooting to resolve common software and hardware issues efficiently.
- Set specifications for new systems and updates using input from management, staff, and users.
- Protected confidential customer information through consistent use of established security protocols.
- Monitored deployed networks and escalated major issues affecting multiple users.
Insurance Sales Agent
5 Years 11 Months- Assessed client needs and recommended appropriate insurance policies and coverage options.
- Explained policy benefits, premiums, coverage limits, and exclusions to help clients make informed decisions.
- Processed insurance applications, policy updates, and renewals accurately.
- Built client relationships, addressed coverage questions, and supported client retention.
- Maintained accurate records and protected confidential client information.
- Met sales goals while identifying opportunities to recommend additional coverage.
Transportation Operator
4 Years 2 Months- Operated and maintained military vehicles to transport personnel and equipment safely and efficiently.
- Conducted vehicle inspections and maintained accurate transportation and operational records.
- Followed safety protocols, military procedures, and mission requirements.
- Coordinated transportation logistics while demonstrating dependability, teamwork, and accountability.
- Maintained readiness and completed assigned duties in a fast-paced, structured environment.
Education
High School Diploma
- Volunteered at Skills USA
- GPA: 2.7
Skills
Transaction processing
User support
Customer service
Account servicing
Product guidance
Troubleshooting and diagnosis
Escalation management
Incident triage
Remote support
Knowledge base documentation
Quality assurance monitoring
Coaching and feedback
Workforce scheduling
Call center metrics
Customer escalation handling
Call monitoring
Performance coaching
Customer experience reporting
Performance coaching
Team development
Call quality monitoring
Escalation management
Conflict resolution
Policy compliance
Certification
Fork Lift
Timeline
Customer Service Coach
Amazon
10.2023 - 10.2026Read More
Senior Technical Support Specialist
Kelly Services
05.2019 - 10.2023Read More
Insurance Sales Agent
Teleperformance
05.2013 - 04.2019Read More
Transportation Operator
US Army Fort Polk
12.2008 - 02.2013Read More
Jonesboro High School
High School Diploma
Read More