Summary
Overview
Work History
Education
Skills
Software
Timeline
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Shaun Hilton

Advance Support Representative
Tempe,AZ

Summary

Seasoned customer service representative with more than nine years of experience in fast-paced call-center environment. Excellent communication and technical skills. Track record of achieving exceptional results in maintaining customer relationships and sharing best practices with both peers and customers alike.

Overview

8
8
years of professional experience

Work History

Advance Support Representative

Keap
Chandler, AZ
09.2019 - 05.2021
  • Handling inbound customer/partner interactions (phone/chat/email), cases, and escalated requests from Tier 1 Support teammates and other parts of the company with the intent of answering questions, teaching best practices, and/or troubleshooting issues using a variety of tools, techniques, and procedures
  • Troubleshooting, reproducing, and validating software defects and communicating them to our Product teams to implement fixes
  • Creating and maintaining delightful inter-departmental relationships which include consistent follow-through, setting proper expectations, and advocating for customer issues
  • Actively participating and contributing to a growing knowledge network to improve our effectiveness as a team and improve the resources available to our customers
  • Ability to work in an On-Call capacity, including holidays and weekends

Customer Support Representative III

Keap
Tempe, AZ
07.2017 - 05.2019
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Provided primary customer support to internal and external customers.

Customer Service Representative

PayPal
01.2011 - 06.2013
  • Answer customer telephone calls regarding existing accounts.
  • Consult with customers to evaluate needs and determine best options.
  • Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Teller

J.P. Morgan Chase
04.2008 - 10.2010
  • Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
  • Maintain a cash drawer daily.
  • Enter customers' transactions into computers to record transactions and issue computer-generated receipts.

Education

Associate of Arts - Communications

Mesa Community College

Skills

Technical Support

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Software

Keap

Microsoft Office

Timeline

Advance Support Representative

Keap
09.2019 - 05.2021

Customer Support Representative III

Keap
07.2017 - 05.2019

Customer Service Representative

PayPal
01.2011 - 06.2013

Teller

J.P. Morgan Chase
04.2008 - 10.2010

Associate of Arts - Communications

Mesa Community College

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Shaun HiltonAdvance Support Representative