Shelby Daniels
Lometa,TX
Summary
Detail-oriented and highly organized professional with over 8 years of combined experience in technical support, customer service, and supervisory roles across diverse industries. Proven ability to lead and mentor teams, resolve complex technical and service issues, and deliver exceptional customer experiences in both remote and in-person environments. Adept at communicating complex information in a clear, user-friendly manner, fostering trust and long-term relationships with clients. Skilled at balancing multiple priorities under pressure while maintaining high accuracy and professionalism. Recognized for strong problem-solving skills, adaptability, and a commitment to exceeding expectations.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Apple
12.2020 - 08.2025
- - Delivered advanced technical support to Apple customers, resolving complex hardware and software issues.
- - Provided guidance to junior support advisors, ensuring quality and consistency in customer interactions.
- - Maintained high customer satisfaction ratings through efficient problem-solving and clear communication.
- - Acted as a point of escalation for critical issues, helping drive resolution while mentoring peers.
Education Director
La Petite Academy
01.2017 - 12.2020
- - Managed day-to-day operations of the academy, including staff supervision and curriculum oversight.
- - Ensured compliance with state educational regulations and safety standards.
- - Led enrollment efforts and maintained strong communication with parents and guardians.
- - Trained and supported teaching staff to promote a high-quality learning environment.
Customer Service Representative
MCC Global
03.2015 - 12.2017
- - Delivered expert assistance to clients regarding their benefits, including healthcare, retirement, and insurance programs.
- - Clearly explained complex benefit options, ensuring customers fully understood their choices and coverage.
- - Consistently met or exceeded performance goals for call resolution times and customer satisfaction ratings.
- - Collaborated with internal departments to quickly resolve escalated benefit-related issues.
- - Maintained detailed and accurate documentation of all client communications and benefit adjustments.
- - Assisted customers with benefit information, ensuring clarity and accuracy.
- - Provided guidance and support to clients navigating benefit programs.
- - Maintained accurate records of customer interactions and benefit inquiries.
- - Senior Support Advisor
Education
San Jacinto College
Pasadena, TX01-2012
Skills
- Technical Support & Troubleshooting
- Team Leadership & Supervision
- Customer Service
- Remote Work Tools (eg, Zoom, Slack, Zendesk)
- Time Management & Organization
- Early Childhood Education Operations
- Conflict Resolution
Timeline
Customer Service Representative
Apple
12.2020 - 08.2025
Education Director
La Petite Academy
01.2017 - 12.2020
Customer Service Representative
MCC Global
03.2015 - 12.2017
San Jacinto College
Similar Profiles
Shemeka GloverShemeka Glover
Technical Support Representative at AppleTechnical Support Representative at Apple
Kaiden EarlKaiden Earl
Technical Specialist at AppleTechnical Specialist at Apple
Mark SnowMark Snow
Senior Hardware Secrecy Specialist at AppleSenior Hardware Secrecy Specialist at Apple
MARIAM WILLIAMSMARIAM WILLIAMS
Bank Advisor at AppleBank Advisor at Apple
Nathan SpeakerNathan Speaker
Shop Manager at Flex EnergyShop Manager at Flex Energy