Shelley Swims
Newnan,GA
Summary
With a proven track record at Square Inc., I excel in customer support and multitasking, seamlessly managing high-volume calls and enhancing team efficiency. My journey from handling POS issues to mastering Biz Banking showcases my continuous improvement mindset and conflict resolution prowess, making me a valuable asset in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Customer Success Advocate PQ Restaurants
Square Inc.
08.2022 - Current
- Handle inbound calls, call back requests as well as emails from Square merchants for various issues they may have with Square POS or hardware.
- I work closely with my team lead to create and manage docs with valuable information and resources that advocates need in order to assist our sellers.
- I started out in the General Queue in August 2022 and was quickly promoted to PQ Retail/Hardware.
- In September 2023 I applied for a role with Biz Banking/Risk where I was onboarded and received training for BBR and remained within Biz Banking until August 2024 as Square moved all internal advocates to support Priority Queues. I am now working within PQ Restaurants/Hardware.
Customer Service Support Specialist
Wide Open West - WOW Internet, TV and Phone
11.2021 - 08.2022
- Make outbound calls to customers with open work orders to troubleshoot cable, internet or phone equipment to eliminate truck rolls when possible
- Process equipment returns to customers accounts
- Respond to Better Business Bureau (BBB) complaints by mail and/or online filed by consumers
- Process payments to customer's accounts and advise customers when accounts are in a past due status
- Perform all office administrative requirements for the office location as well as the warehouse
Office Coordinator
Gagne Heating and Air Conditioning
07.2019 - 10.2021
- Handle inbound and outbound calls from customers to schedule HVAC service, maintenance, sales calls and process payments
- Distribute work orders to the technicians in a time efficient manner using Service Titan
- Create invoices for new installations and schedule installations
- Create new batches of invoices each week and bill out on all home warranty work orders
- File home warranty claims with AHS for warranty work orders
- Keep track of the warehouse inventory as well as receive shipments
Dispatcher Team Lead
Scientific Games
11.2014 - 07.2019
- Team lead over a team of 7 dispatchers within a high volume, face paced call center
- Dispatch work orders to technicians for 7 lottery states and 32 casino gaming states to be completed within their contractual service level agreement times
- Maintain reports daily using excel spreadsheets and SQL server database
- Maintain thorough communication with the technicians and field service management from each state to maintain set SLA's
Technical Support Representative/Dispatcher
Hire Dynamics
07.2012 - 11.2014
- Contractually assigned for employment with Scientific Games.
- Technical support representative in a high volume, fast-paced call center taking calls and creating work orders in Astea Smart Services.
- Provide technical troubleshooting to retailers having trouble with lottery terminals in 11 states nationwide.
Customer Service Representative
Samuel Bell Agency
04.2011 - 05.2013
- Inbound and outbound calling to auto and property insurance policyholders to discuss policies, payment and claims information
- Provide insurance services to customers including quotes, billing support, claims services, and to answer questions regarding liability coverages
- Administrative office duties including but not limited to filing, multi-line phone services, maintaining an organized office area and data entry
Server/Hostess
La Cazuela
01.2008 - 08.2009
- Server and hostess
- Process POS transactions for orders and payments
- Complete all side work before and after my shift
Education
Certificate - healthcare services program
Maxwell High School of Technology
Lawrenceville, GA05.2009
High school diploma -
Mill Creek High School
Hoschton, GA05.2008
Skills
- Customer Support Expertise
- Skilled at Managing Multiple Tasks
- Time management
- Conflict Resolution Skills
- Continuous Improvement Mindset
Accomplishments
CS Top Performer Award - 2023
CS Top Performer Award - 2024
Timeline
Customer Success Advocate PQ Restaurants
Square Inc.
08.2022 - Current
Customer Service Support Specialist
Wide Open West - WOW Internet, TV and Phone
11.2021 - 08.2022
Office Coordinator
Gagne Heating and Air Conditioning
07.2019 - 10.2021
Dispatcher Team Lead
Scientific Games
11.2014 - 07.2019
Technical Support Representative/Dispatcher
Hire Dynamics
07.2012 - 11.2014
Customer Service Representative
Samuel Bell Agency
04.2011 - 05.2013
Server/Hostess
La Cazuela
01.2008 - 08.2009
Certificate - healthcare services program
Maxwell High School of Technology
High school diploma -
Mill Creek High School
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