Shaun Valentine
Pueblo West,CO
Summary
Quick study, with an ability to easily grasp and put into application new ideas, concepts, methods and technologies. Dedicated, innovative and self-motivated team player/builder. Superior telephone, customer service, and computer skills with proficiency in SAP, MS Word, Excel, Salesforce, Outlook, and Power Point. Experienced with Windows, Mac, DOS, Linux, Postman, Github and Jira. Exceptional leadership, organizational, oral/written communication, interpersonal, analytical, and problem resolution skills. Thrive in both independent and collaborative work environments.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
T-Mobile
Colorado Springs, CO
06.2025 - Current
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Performed sales analytics and provided recommendations that increased sales by $[x]
Tier 3 Vrbo NA Tech Support Lead
Expedia Group: Vrbo
Austin, TX
04.2022 - 01.2025
- Lead a team of Tier 1 and Tier 2 agents in resolving technical issues for property owners and travelers on the company's platform
- Collaborate with developers and other teams by creating Jira tickets for complex technical issues
- Train new agents on tech support processes and systems such as core API, UMS, Salesforce, and others
- Analyze case trends and create reports to proactively address major issues
- Coordinate with other teams to expedite issue resolution and improve team efficiency
- Facilitate knowledge sharing sessions with agents globally to brainstorm solutions and address common issues
Pharmacy Customer Care Representative
Veterans Administration: Health Resource Center
Waco, TX
11.2012 - 04.2022
- Communicated with patients to refill medication prescriptions and coordinate with healthcare providers for new prescriptions and follow-ups
- Provided exceptional customer service by addressing patient inquiries about medications and resolving personal issues
- Collaborated with team members to troubleshoot technical issues with computers and software systems
- Participated in user acceptance testing for a new system to identify and report bugs for improvement
- Assisted in handling emergency calls and supporting other offices during high-stress periods
- Utilized patient feedback to enhance internal systems and processes for better results
Pharmacy Customer Care Rep / Sales Rep
Humana Insurance / United Health Insurance
McGregor, TX
07.2011 - 11.2012
- Reviewed pharmacy claims, deductibles, and copays for Medicare insurance
- Inputted authorizations for medications, updated billing information, and explained benefits to patients
- Received highest call scores among peers and acted as a back-up team lead
- Took escalated calls and provided coaching to agents on the floor
- Assisted reps on the floor with questions and complicated issues through online chat rooms
- Conducted Medicare health insurance sales for 48 states, explaining plans and benefits to customers
Customer Service Rep I
Atmos Energy
Waco, TX
11.2010 - 07.2011
- Reviewed bills, scheduled service orders, and made collections calls.
Customer Service Rep
AT&T
Waco, TX
05.2010 - 11.2010
- Assisted customers with review of their bill, cell phone tech support, and product purchases.
Appliance Technical Support Representative
Sears Teleserv
Austin, TX
06.2008 - 05.2010
- Provided technical support to customers for their appliances, ensuring timely and accurate resolution of issues
- Achieved consistently high customer satisfaction ratings through effective communication and problem-solving skills
- Mentored and trained new representatives on technical support procedures and best practices
- Collaborated with cross-functional teams to escalate and resolve complex technical issues
- Demonstrated strong product knowledge and troubleshooting abilities to effectively assist customers
- Maintained detailed records of customer interactions and resolutions for future reference
Apple Operating System Sales and Customer Service
Apple Computers
Austin, TX
10.2007 - 06.2008
- Provided exceptional customer service by resolving client complaints and assisting with sales of Apple hardware
- Processed payments through SAP and tracked orders accurately
- Conducted technical support for iPhone, iOS, and other Apple operating systems with Apple Care
- Demonstrated proficiency in troubleshooting and resolving issues with Apple products
- Collaborated with team members to ensure seamless customer experience
- Utilized strong communication skills to effectively address customer inquiries and concerns
Education
High School - undefined
University High School
North Austin12-2004
Skills
- Superior telephone, customer service, and computer skills with proficiency in SAP, MS Word, Excel, Salesforce, Outlook, and Power Point Experienced with Windows, Mac, DOS, Linux, Postman, Github, Jira, Customer service, Computer literacy
Timeline
Customer Service Representative
T-Mobile
06.2025 - Current
Tier 3 Vrbo NA Tech Support Lead
Expedia Group: Vrbo
04.2022 - 01.2025
Pharmacy Customer Care Representative
Veterans Administration: Health Resource Center
11.2012 - 04.2022
Pharmacy Customer Care Rep / Sales Rep
Humana Insurance / United Health Insurance
07.2011 - 11.2012
Customer Service Rep I
Atmos Energy
11.2010 - 07.2011
Customer Service Rep
AT&T
05.2010 - 11.2010
Appliance Technical Support Representative
Sears Teleserv
06.2008 - 05.2010
Apple Operating System Sales and Customer Service
Apple Computers
10.2007 - 06.2008
High School - undefined
University High School