Shawnice Walls
Saint Paul,MN
Summary
Dedicated technology support professional with a proven track record of high productivity and efficiency in troubleshooting, software installation, and network configuration. Excel in communication and problem-solving, ensuring seamless tech support experiences that enhance user satisfaction. Committed to continuous improvement and adapting to new technologies for optimal service delivery.
Overview
15
15
years of professional experience
Work History
Customer Support Representative
Bremer Bank
Lake Elmo , MN
01.2023 - Current
- Advised customers on how best to use products or services offered by the company.
- Identified opportunities to improve customer experience and suggested changes accordingly.
- Collaborated with other departments to resolve customer issues quickly.
- Provided technical support to customers via phone and email.
- Conducted follow-up calls to ensure customer satisfaction.
- Performed account maintenance and filed requests for maintenance according to procedure.
- Maintained a high percentage of customer accuracy verification, and provided fraud prevention tips.
- Ordered and closed debit cards, closed accounts, processed payments for loans, provided guidance for payment options, navigated through online banking, and handled basic inquiries such as balances or mailing documents.
Executive Interviewer
Humera
Roseville , MN
06.2022 - 12.2022
- Developed and implemented strategies to increase executive efficiency.
- Formed and sustained strategic relationships with clients.
- Engage respondents to avoid the refusal of surveys.
- Recorded data accurately.
- Implemented active listening skills to type answers accurately, with the goal of minimal repetition from clients.
Personal Shopper
Shipt
Brimingham, AL
10.2019 - 06.2022
- Responded promptly to customer inquiries via phone calls or emails.
- Assisted customers in selecting items that met their individual needs and preferences.
- Maintained a high level of customer service while ensuring customer satisfaction.
- Developed relationships with loyal shoppers by providing personalized shopping experiences.
- Tracked customer feedback through surveys or other methods to improve the services offered.
- Satisfied customers with quick, accurate service under tight deadlines.
- Customer feedback references excellent communication skills, producing a weekly rating of 4.8 out of 5, over 1,315 deliveries, 93%, on time, and a 90% acceptance rate.
Team Lead
Sears
Maplewood, MN
10.2017 - 04.2018
- Maintained a clean and organized area to present a well-kept appearance, and to prevent checkout errors.
- Simultaneously answered calls, provided knowledge to guests and customers, and handled fast, efficient transactions.
- Professionally trained cashiers motivated them to offer the Sears MasterCard and rewards programs to each guest, managed breaks, and gave assignments to designated departments.
- Recognized for having the most credit applications at the end of the month multiple times. Processing 15 to 20 applications monthly by asking each guest in contact.
- Monitored team performance against targets, taking corrective action where necessary.
Debt Collector
Ally Financial Inc.
Shoreview, MN
01.2016 - 10.2016
- Utilized skip-tracing techniques to locate hard-to-find debtors.
- Prioritized accounts based on the total amount owed to customers by reviewing past-due balances.
- Verified the accuracy of account information, and updated records accordingly.
- Analyzed delinquent account holders to collect and reconcile accounts through approved channels, with the ability to minimize loss by negotiating payment terms directly with clients, consistently achieving a 70% recovery rate, and dialing 100% of the customer list daily.
Shift Leader
SUBWAY®Restaurants
Brooklyn Center, MN
06.2010 - 04.2014
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Monitored employee performance and provided feedback for improvement.
- Organized an inventory of loaves of bread, meats, and money to prevent shortages, waste, and prepare for the following day.
- Assisted in training new employees on shift operations.
- Handled customer inquiries promptly while providing accurate information regarding menu items and promotions.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Emphasis is placed on greeting each guest.
Education
Associate of Applied Science - Criminology
Saint Paul Technical College
Saint Paul, MN05-2020
High School Diploma -
Washburn High School
Minneapolis, MN06-2010
Skills
- Customer Service Proficiency
- Software troubleshooting
- Call center operations
- Attention To Detail
- Friendly and patient
- Collaborative Teamwork
- Technologically Proficient
References
References available upon request.
Timeline
Customer Support Representative
Bremer Bank
01.2023 - Current
Executive Interviewer
Humera
06.2022 - 12.2022
Personal Shopper
Shipt
10.2019 - 06.2022
Team Lead
Sears
10.2017 - 04.2018
Debt Collector
Ally Financial Inc.
01.2016 - 10.2016
Shift Leader
SUBWAY®Restaurants
06.2010 - 04.2014
Associate of Applied Science - Criminology
Saint Paul Technical College
High School Diploma -
Washburn High School
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