Shayeen Fervil
Austin,USA
Summary
Dynamic professional with a strong focus on telecom operations and customer engagement. Proficient in number porting, technical support, and CRM systems. Track record of driving customer loyalty, exceeding sales benchmarks, and enhancing efficiency. Versatile in fast-paced settings, adept at cultivating productive relationships with both internal and external partners.
Overview
5
5
years of professional experience
Work History
Customer Solutions Representative
Charter Communications
2024.06 - Current
- Handled high-volume inbound calls, resolving billing, service, and retention-related issues with professionalism and urgency.
- Upsold mobile plans, phones, and add-ons—consistently met or exceeded daily targets.
- Used discovery techniques to uncover customer pain points and offer tailored solutions.
- Documented customer interactions with precision using proprietary CRM tools.
- Advocated for customer needs across departments, boosting overall satisfaction.
Customer Care Representative
ACD Direct
2023.12 - 2024.06
- Provided technical and billing assistance for a range of consumer platforms.
- Maintained first-call resolution rates above company average.
- Contributed to a knowledge-sharing culture by documenting new issue patterns in the CRM.
LNP T2 Porting Specialist (Verizon)
Afni
2021.06 - 2024.05
- Facilitated smooth landline and wireless number ports for Verizon customers.
- Resolved porting errors, failed billing flags, and cross-carrier provisioning issues.
- Ensured SLA compliance through collaboration with internal teams and third-party providers.
- Delivered top-tier customer support while updating CRM entries for audit and training.
Inside Sales Representative
Elliot Management Group
2023.01 - 2023.12
- Built and nurtured a client base of small-to-medium-sized business merchants.
- Delivered compelling product presentations and closed deals through consultative selling.
- Consistently ranked in the top sales tier by achieving or exceeding KPIs.
Marketing Manager (Hybrid)
Fade The River Holdings
2020.09 - 2022.12
- Executed data-driven marketing strategies across Instagram, Facebook, and emerging platforms.
- Developed engaging content and ran promotions to increase conversion and brand visibility.
- Collaborated with cross-functional teams on PR, brand storytelling, and event marketing.
Education
Bachelor of Science - Computer Science
Full Sail University
01.2029
Skills
- Local number portability (LNP) and eTNI
- Billing resolution and customer retention
- Technical support and troubleshooting
- Inside sales and contract negotiation
- CRM documentation and workflow management
- Digital marketing and social media
- Conflict resolution and upselling strategies
Professional Highlights
- Passionate about emerging tech, customer satisfaction, and seamless digital experiences.
- Proven success working in fast-paced environments with evolving workflows.
- Eager to bring leadership, creativity, and strategic thinking to innovative organizations.
Timeline
Customer Solutions Representative
Charter Communications
2024.06 - Current
Customer Care Representative
ACD Direct
2023.12 - 2024.06
Inside Sales Representative
Elliot Management Group
2023.01 - 2023.12
LNP T2 Porting Specialist (Verizon)
Afni
2021.06 - 2024.05
Marketing Manager (Hybrid)
Fade The River Holdings
2020.09 - 2022.12
Bachelor of Science - Computer Science
Full Sail University