Shelon Washington
Lithonia,GA
Summary
Driven customer service supervisor offers several years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
PNC Financial Services
Decatur, GA
02.2022 - Current
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Reviewed accounts for payments received or approved credit arrangements.
Technical Support Representative
Apple
Atlanta , GA
02.2018 - 02.2022
- Conducted remote diagnostics to identify and solve technical problems.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Handled customer service issues by providing guidance or escalating for advanced support.
A/Receivables Management Specialist
CEI
Atlanta , GA
02.2014 - 01.2016
- Handled accounts payable and receivable, including invoicing and payment processing.
- Matched orders with invoices and recorded required information.
- Prepared weekly summary reports outlining current status of accounts receivable portfolio.
- Tracked customer contacts including phone calls, emails, and letters related to collections efforts.
Education
Certificate - Therapy
Udemy
Online 08-2024
Skills
- Complaint resolution
- Metric tracking
- Training and mentoring
- Staffing coordination
- Policy enforcement
- Staff training
References
References available upon request.
Timeline
Customer Service Manager
PNC Financial Services
02.2022 - Current
Technical Support Representative
Apple
02.2018 - 02.2022
A/Receivables Management Specialist
CEI
02.2014 - 01.2016
Certificate - Therapy
Udemy