Summary
Overview
Work History
Education
Skills
Timeline
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Shaun Bass

Arlington,TX

Summary

Accomplished professional with a proven track record, excelling in team leadership and computer technology. Enhanced customer satisfaction and streamlined processes, significantly improving response times. Expert in training development and problem-solving, adept at driving performance improvements across diverse teams. Demonstrated ability to convey complex technical concepts with ease, ensuring high levels of client satisfaction.

Overview

12
12
years of professional experience

Work History

Level 1 Technical Support Representative

One Support
04.2022 - Current
  • Enhanced customer satisfaction by resolving technical issues in a timely and professional manner.
  • Streamlined helpdesk processes for improved efficiency and faster response times.
  • Escalated high-priority cases to Level 2 support when necessary, ensuring timely resolutions for critical issues.
  • Educated customers on preventative maintenance techniques, reducing the frequency of support calls.
  • Assisted customers in navigating software applications and providing step-by-step guidance for optimal use.
  • Increased first-call resolution rates, ensuring prompt and accurate solutions to customer inquiries.
  • Maintained detailed records of customer interactions, tracking common issues for future reference and process improvements.
  • Reduced call abandonment rates with effective troubleshooting and problem-solving skills.
  • Leveraged strong communication skills to explain complex technical concepts in layman''s terms.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.

Training Specialist

One Support
09.2020 - 04.2022
  • Developed training tools and modules, computer tutorials and reference materials.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Conducted orientation sessions to assess skill levels and areas of strength and weakness.
  • Trained and mentored numerous classes of 30 to 45 of new and existing personnel.
  • Tracked and collected data on program effectiveness to develop modifications and improvements to curricula.

Call Center Customer Service Representative

One Support
08.2019 - 09.2020
  • Assisted customers in identifying issues and explained solutions to
    restore service and functionality.
  • Managed call volume metrics of 30 calls per day or more.
  • Handled Supervisor calls, assisted Level 1 and trainee on calls.
  • Broke down and evaluated user problems using test scripts, personal
    expertise and probing questions.
  • Fielded inbound phone calls to deliver effective support and remotely
    resolve service issues.
  • Demonstrated professionalism and courtesy with customers while
    working to resolve complaints, problems or respond to questions.
  • * Temporarily left due to medical issue*

Newspaper Carrier

Dallas Morning News
01.2013 - 10.2019
  • Distributed Dallas Morning News and other products to 200+ residential homes and commercial businesses.
  • Solved customer issues in timely manner.
  • Streamlined delivery procedures by organizing loads, updating routes and staying up to date with customer specifications.
  • Managed, updated detailed vendor records to maximize sales and delivery efficiency.
  • Received shipments of newspapers, sorted, assembled and prepared deliveries.
  • Designed dynamic displays for products to increase overall revenue and specific product sales.
  • Monitored daily and long-term routes for weather, traffic and other conditions.

Education

No Degree -

Tarrant County College District
Fort Worth, TX

High School Diploma -

Juan Seguin High School
Arlington, TX
05.2005

Skills

  • Team leadership
  • Planning and Coordination
  • Computer Technology
  • Training Initiatives
  • Problem-solving abilities
  • Inbound and outbound calling
  • Product understanding
  • Group Classes
  • Diverse Student Populations
  • Client Correspondence
  • Performance Measurement

Timeline

Level 1 Technical Support Representative

One Support
04.2022 - Current

Training Specialist

One Support
09.2020 - 04.2022

Call Center Customer Service Representative

One Support
08.2019 - 09.2020

Newspaper Carrier

Dallas Morning News
01.2013 - 10.2019

No Degree -

Tarrant County College District

High School Diploma -

Juan Seguin High School

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Shaun Bass