Shavon Hailey
Houston,TX
Summary
Customer Service Professional experienced in remote support and call center operations. Delivered exceptional service through effective communication and problem-solving skills, managing sensitive information with accuracy and professionalism. Focused on contributing to remote customer service, technical support, and administrative roles.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
03.2026 - Current
- Provided exceptional support to customers via phone and chat channels.
- Resolved customer inquiries quickly and efficiently, ensuring satisfaction.
- Provided customer support by resolving inquiries, documenting interactions, troubleshooting issues, and meeting quality metrics.
- Documented customer interactions accurately in the CRM system.
Operations Expert I
Teleperformance USA
Houston, Texas
01.2026 - Current
- Managed daily operations to improve service delivery and elevate client satisfaction.
- Implemented process improvements to streamline workflows and enhance operational efficiency.
- Delivered exceptional customer support across multiple communication channels.
- Resolved customer inquiries efficiently using company-specific software tools.
- Documented customer interactions accurately in the CRM system for record-keeping.
Order Picker
The Job Squad Staffing Solutions
10.2025 - Current
- Picked orders accurately using handheld scanners and pick tickets.
- Picked and staged orders accurately to ensure timely fulfillment of customer requests.
- Stacked and organized products on pallets for efficient storage.
- Conducted regular inventory checks to maintain stock accuracy.
Paratransit Operator
Transdev
06.2024 - Current
- Operated paratransit vehicles safely and efficiently for diverse passenger needs.
- Assisted passengers with boarding and disembarking to ensure comfort and safety.
- Coordinated schedules and routes to optimize service delivery for all clients.
- Transported passengers safely while maintaining accurate records and delivering courteous service.
Rural Carrier Associate
United States Postal Service
03.2024 - 03.2026
- Delivered mail efficiently to rural addresses across designated routes.
- Delivered mail and packages, ensured accuracy in processing, planned efficient delivery routes, and provided exceptional customer service.
- Managed customer inquiries and provided excellent service at delivery points.
- Sorted and organized mail for timely distribution each day.
Detention Officer
CoreCivic
07.2023 - 02.2024
- Monitored inmate behavior and maintained safety within facility premises.
- Supervised detainees to ensure safety, completed reports to document incidents, and adhered to policies.
- Implemented emergency procedures during incidents and disturbances.
- Conducted regular inspections of living areas and security equipment.
Security Officer
ADM Security Solutions
01.2023 - 06.2023
- Documented incidents, reported findings to management, and provided assistance to clients.
- Oversaw security systems, ensuring safety protocols were met and compliance upheld.
- Responded promptly to alarms and incidents, ensuring swift resolution of issues.
- Acted swiftly on alarms and incidents, facilitating prompt resolution and minimizing disruptions.
Detention Officer
CoreCivic
03.2021 - 09.2021
- Supervised team, ensuring adherence to protocols and documenting processes for consistency.
- Conducted regular inspections of inmate housing units for safety and security.
- Managed the intake process for new detainees, verifying identification and legal documents.
- Managed intake process for new detainees, verifying identification and legal documents to maintain security standards.
Customer Service Representative
Sykes
08.2020 - 03.2021
- Assisted customers with inquiries and resolved issues promptly.
- Managed multi-channel communications through phone, chat, and email systems.
- Documented customer interactions accurately in the CRM system.
- Resolved tax-related inquiries for customers, ensuring accurate documentation of information.
Customer Service Representative
Continuum Global Solutions
05.2020 - 08.2020
- Resolved customer inquiries through phone and chat support.
- Assisted customers in navigating policy renewals and resolving claims-related inquiries to enhance service experience.
- Collaborated with team members to enhance service quality.
- Utilized CRM software to track customer interactions and feedback.
Correctional Officer
Texas Department of Criminal Justice
12.2019 - 05.2020
- Ensured safety and security within correctional facility through proactive monitoring and adherence to protocols.
- Enforced facility rules and regulations to maintain safety and order.
- Supervised inmate activities to ensure compliance with policies.
- Conducted regular inspections of cells and areas for contraband.
Cargo Service Agent
SMX Cargo
01.2019 - 08.2019
- Coordinated cargo handling operations to ensure timely service delivery.
- Coordinated shipments and prepared shipping documentation to ensure timely delivery.
- Maintained accurate records of incoming and outgoing shipments.
- Operated cargo equipment following safety and operational guidelines.
Call Center Representative
Alorica
03.2019 - 04.2019
- Provided customer support through various communication channels, addressing inquiries and concerns.
- Resolved customer inquiries and processed orders and returns to ensure satisfaction.
- Assisted customers in troubleshooting technical issues with products and services.
- Documented customer interactions accurately in the company CRM system for future reference.
Cashier
Fiesta Mart
12.2016 - 03.2017
- Processed customer transactions efficiently at the point of sale.
- Handled customer transactions promptly at the register.
- Assisted customers with product inquiries and recommendations.
- Kept checkout area tidy and organized for efficient service.
Education
Some College (No Degree) -
Wheatley High School
Houston, TexasSkills
- Customer Service
- Omnichannel Support
- Phone & Email Support
- Technical Support
- CRM documentation
- Issue resolution
- Customer support management
- Process improvement
- Microsoft Office
- Excel
- Microsoft Outlook
- Microsoft Word
- Time Management
- Problem Solving
- Team Collaboration
- Client communication
Certification
- Driver's License
- CPR
- First Aid
- Guard Card
- Flagger
- ServSafe
- Food Handler
- Passenger Endorsement
- Non-CDL Class C
Timeline
Customer Service Representative
Teleperformance USA
03.2026 - Current
Operations Expert I
Teleperformance USA
01.2026 - Current
Order Picker
The Job Squad Staffing Solutions
10.2025 - Current
Paratransit Operator
Transdev
06.2024 - Current
Rural Carrier Associate
United States Postal Service
03.2024 - 03.2026
Detention Officer
CoreCivic
07.2023 - 02.2024
Security Officer
ADM Security Solutions
01.2023 - 06.2023
Detention Officer
CoreCivic
03.2021 - 09.2021
Customer Service Representative
Sykes
08.2020 - 03.2021
Customer Service Representative
Continuum Global Solutions
05.2020 - 08.2020
Correctional Officer
Texas Department of Criminal Justice
12.2019 - 05.2020
Call Center Representative
Alorica
03.2019 - 04.2019
Cargo Service Agent
SMX Cargo
01.2019 - 08.2019
Cashier
Fiesta Mart
12.2016 - 03.2017
Some College (No Degree) -
Wheatley High School