Shayla Pate
Avondale Estates,GA
Summary
As a thorough and team-oriented contributor, I bring strong organizational capabilities to any project. With experience in handling numerous projects simultaneously, I have honed my ability to maintain accuracy and attention to detail. I excel at prioritizing tasks and meeting deadlines, ensuring efficient and effective accomplishment of objectives. Dedication to delivering high-quality work makes me a valuable asset to any team or organization.
Overview
16
16
years of professional experience
Work History
Customer Experience Admin
Renewal by Andersen
01.2022 - Current
- Making over completion 50 calls daily,providing post-install information, maintaining and updating survey spreadsheets
- Collecting the remaining balance on cash accounts with a credit card or making arrangements for check pick-ups
- Collecting any issues or concerns after installation and providing information to the team for resolution through R-force
- Working AR spreadsheet to lower missing revenue by calling,emailing, and texting customers with multiple attempts
- Building rapport with customers to ensure satisfaction and that they have one-on-one contact after installation and through the resolution of any issues or concerns increases customer return and retention.
Project Coordinator
Renewal by Andersen
07.2021 - 04.2024
- Reporting any changes from the client or manufacturer, making sure both parties are aware of any issues/changes. Managed over 30 accounts.
- Making spreadsheets and reports to organize and manage all information for each part of the client's process
- Making / creating installers paperwork for the day of install with all necessary information that installers needs (I.e measurement , labor bill , invoice etc ……
- Handling/reporting any issues that the client may have with install after we have completed, directing issues or concerns to correct department and keeping the customer and system updated .
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
Senior Analyst
DXC Technology
12.2019 - 11.2020
- Assisting providers and members with technical support
- Verifying and following HIPAA guidelines while providing information
- Assisting with account changes and web portal navigation for Medicaid for more than 100 providers and members a day.
- Noting multiple accounts correctly and properly transferring to the correct departments when needed
Technical Support Representative II
Kelly Connect/Apple
07.2017 - 11.2019
- Assisting with mobile and device issues and account information
- Answering over 150 inbound calls back to back while staying timely on calls
- Multi-tasking through chat and phone calls, and noting all accounts
- Supporting with technical issues and providing all-around support for customers
Technical Support Representative
Hotwire Communications
12.2017 - 08.2019
- Assisting customers with cable, telephone and phone services
- Resolving issues with services with troubleshooting
- Multi-tasking by guiding customers with set and basic usage questions
- Noting accounts thoroughly while on interacting and building rapport with customers
- Following and using resources to assist customers with any technical problem they may encounter
Customer Service Rep/Technical Support
Verizon Wireless
01.2014 - 10.2014
- Answering inbound call back to back
- Providing helpful and friendly service by using my resources
- Deescalating any issues that the customer may have with their device/bill
- Transferring to necessary department if needed
- Keeping files and documents on each customer's account every time contact was made
- Retention skills used for customers considering leaving the company
Administrative Assistant
Pate Consulting Group
03.2010 - 05.2012
- Schedule daily/weekly meetings and appointments for the CEO as well as the Company Conference Room
- Maintain time and attendance records; implement and maintain structured filing systems
- Maintain and update records; input data into computer databases
- Prepare and accurately submit mission impacting personnel reports. These reports provide senior level leadership with time-sensitive and critical overview of personnel readiness and inventory of materials.
- Operate office machines such as, photocopiers, scanners, multi-line telephones and computers.
- Knowledge of extensive rules, procedures, or operations applied to secretarial and clerical assignments to perform the procedural and administrative work of the office, such as preparing and editing documents, locating and assembling information for various reports, maintaining files/records, and making and preparing travel arrangements.
Sales Associate/Technical Support
Metro Pcs
01.2009 - 03.2012
- Created a very positive sales/buying experience for the customer.
- Identified customer's needs and provide information about the benefits of our service that can meet those needs.
- Professionally and clearly explained and demonstrated our products, services, features and benefits relating to the customer's needs, as well as, being able to troubleshoot customer service questions to help resolve all customer problems/concerns.
- Maintained files of existing and potential customers
- Performed sales tracking and related reports.
- Insured that all company policies are followed.
- Accepting payments on customer accounts and doing exchanges/upgrades correctly.
Education
High school diploma - General Education, General Studies
Pebblebrook High School
Decatur, GA01.2008
Skills
- CUSTOMER SERVICE
- SALES
- Apple
- Tech Support
- Help Desk
- Customer Care
- IOS
- Mac OS
- Microsoft Windows
- Operating Systems
- CRM software
- Salesforce
- Project coordination
Additional Information
Metrics adherence, average handle time, professionalism and one call resolution, Rapport building, Coachable and QA adherence
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Experience Admin
Renewal by Andersen
01.2022 - Current
Project Coordinator
Renewal by Andersen
07.2021 - 04.2024
Senior Analyst
DXC Technology
12.2019 - 11.2020
Technical Support Representative
Hotwire Communications
12.2017 - 08.2019
Technical Support Representative II
Kelly Connect/Apple
07.2017 - 11.2019
Customer Service Rep/Technical Support
Verizon Wireless
01.2014 - 10.2014
Administrative Assistant
Pate Consulting Group
03.2010 - 05.2012
Sales Associate/Technical Support
Metro Pcs
01.2009 - 03.2012
High school diploma - General Education, General Studies
Pebblebrook High School
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