Hi, I’m
Shayla Saine
Memphis,TN
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
years of professional experience
Work History
AT&T MobilityMemphis, TN
Advanced Technical Support Specialist WFH
05.2020 - Current
Job overview
- Resolved malfunctions with systems and programs through troubleshooting.
- Accountable to protect workstation configuration and prevent configuration
changes or personalization while using all technology tools as determined by the
Company. - Available, accessible, and accountable to receive notifications related to unique
scheduling needs as determined by the Company. - Available, accessible and ready to work during established work schedules and
shifts, e.g. on phone/available status in accordance with adherence measures as
determined by the Company. - Ability to complete all required training in a virtual environment inclusive of required
knowledge checks as determined by the Company. - Investigated and addressed system issues to enhance usability and improve functionality.
- Communicated employee feedback and observational discoveries to senior officials, advocating for needed technical changes to protocols.
- Collaborated with manufacturing personnel to develop workflow strategies, integrating staff concerns and desires to provide enhanced worker morale.
- Monitored equipment and tools and completed projects within required timeframe.
- Handled 20+ calls per day to address customer inquiries and concerns
AT&T MobilityMemphis, TN
Advanced Technical Support Specialist
06.2011 - 05.2020
Job overview
- Maintained servers and systems to keep networks fully operational during peak periods.
- Retained existing clients and developed several new accounts by extending high quality and efficient support service.
- Managed equipment upgrades, programming adjustments and billing information for customers.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendor to locate replacement components and resolve advanced problems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Configured hardware, devices and software to set up work stations for employees.
AT&T MobilityMemphis, TN
Customer Service Specialist II
03.2006 - 06.2011
Job overview
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Recorded product or service failure complaints and notified appropriate departments.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Developed customer service improvement initiatives that decreased customer wait times.
Education
Shelby State Community CollegeMemphis, TN
Associate of Arts from Business Administration
08.2000
Millington Central High School Millington, TN
Diploma
05.1997
Skills
- User training
- Technology planning
- Network configuration
- Helpdesk administration
- Technical guidance
- Proficient in MicroSoft
- Strategic planning
- Helpdesk support
Affiliations
A highly motivated professional with a verifiable record of accomplishments. Responsible and recognized as dedicated and solution focused individual.
Timeline
Advanced Technical Support Specialist WFH
AT&T Mobility
05.2020 - Current
Advanced Technical Support Specialist
AT&T Mobility
06.2011 - 05.2020
Customer Service Specialist II
AT&T Mobility
03.2006 - 06.2011
Shelby State Community College
Associate of Arts from Business Administration
Millington Central High School
Diploma
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