SHAYLA WHITE
Senior Support
Ash Flat,AR
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Skilled in navigating complex technical environments with a solid background as a Computer User Support Specialist. Possess strong troubleshooting capabilities and adept at providing solutions to enhance system functionality and user satisfaction. Demonstrated ability to communicate effectively with users, ensuring understanding and proper use of software and hardware. Improved help desk response times and user experience through proactive support and training initiatives.
Overview
25
25
years of professional experience
Work History
Tier 1 Advisor
Transcom
02.2023 - 06.2024
- Provided technical assistance to customers by troubleshooting and resolving issues related to software, hardware, and networks.
- Documented customer interactions in a detailed manner within the company's ticketing system.
- Assisted customers with account setup and configuration of products and services.
- Verified customer identity through authentication processes such as security questions or other methods.
- Answered incoming calls promptly and professionally while providing accurate information to callers.
- Identified root cause of customer problems using problem-solving skills and critical thinking techniques.
- Maintained an up-to-date knowledge of all products, services, policies, and procedures offered by the organization.
- Escalated complex cases to higher tier support when necessary for resolution purposes.
- Performed remote access sessions with customers to diagnose technical issues more efficiently.
Team Lead/COVID Relief
Customer Direct
St Louis, Mo
09.2021 - 02.2023
- Proficient in providing technical support for software and hardware applications.
- Skilled in conducting troubleshooting and problem-solving for various IT issues.
- Managed and escalated customer complaints to ensure timely resolution and satisfaction.
- Demonstrated ability to multitask and prioritize tasks in a fast-paced environment
- Led training sessions on best practices for customer service and conflict resolution
- Mentored and coached team members to improve performance and productivity
- Organized virtual team-building activities to boost morale and engagement during remote work
Office Manager
Consumer Direct
Paragould, Ar
06.2021 - 09.2021
- Managed office operations and provided administrative support for a team of professionals
- Oversaw office supplies and inventory management to ensure efficient workflow
- Implemented and maintained office procedures and processes to improve productivity
- Handled scheduling and coordination of meetings, events, and travel arrangements
- Managed accounts payable and receivable, including invoicing and billing
Referral Specialist
Teleflora
Paragould, Ar
12.2020 - 06.2021
- Developed and maintained relationships with healthcare providers and insurance companies to ensure timely referral processing
- Reviewed patient charts and medical records to determine eligibility for referrals and authorizations
- Resolved referral issues and escalated complex cases to the appropriate departments for resolution
- Provided excellent customer service and communication to patients and providers regarding referral status and updates
- Collaborated with cross-functional teams to improve overall customer experience
Optician
NEA Baptist Memorial Hospital
Jonesboro, Ar
06.2016 - 07.2020
- Managed customer orders for prescription eyewear and contact lenses in a fast-paced optical store
- Performed accurate measurements and fittings for frames and lenses according to prescription requirements
- Educated patients on proper care and maintenance of their eyewear and contact lenses
- Assisted with frame selection and lens options to meet customer satisfaction and needs
- Processed insurance claims and verified coverage for vision care services
Education
High School Diploma -
Clay County Central
Rector, Ar01.1997
Some College (No Degree) - Business
Black River College
Pocahontas, ARSkills
- Customer service
- Problem-solving
- Effective communication
- Patience
- Empathy
- Conflict resolution
- Time management
- Adaptability
- Positive attitude
- Attention to detail
- Call center experience
- Device Installation
- Compliance understanding
- Research abilities
- Sales Support
- Online Chat Support
- Technical Documentation
- Data Recovery
- Call Management
- Customer Service
- Customer Needs Assessment
References
- Lindsey Jarosz, 870-565-3209
- Matteo Garcia, 870-883-1729
Languages
French, Advanced
Contact - Phone
- Mobile, 870-517-9628
References
References available upon request.
Timeline
Tier 1 Advisor
Transcom
02.2023 - 06.2024
Team Lead/COVID Relief
Customer Direct
09.2021 - 02.2023
Office Manager
Consumer Direct
06.2021 - 09.2021
Referral Specialist
Teleflora
12.2020 - 06.2021
Optician
NEA Baptist Memorial Hospital
06.2016 - 07.2020
High School Diploma -
Clay County Central
Some College (No Degree) - Business
Black River College
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