Summary
Overview
Work History
Education
Skills
Education and Training
Accomplishments
Timeline
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Shena Capron

Villa Rica,GA

Summary

Dynamic customer service professional with a proven track record at Concentrix, excelling in client engagement and problem resolution. Skilled in training and development, I foster strong relationships and enhance customer satisfaction through effective communication and analytical problem-solving. Committed to delivering exceptional service and driving positive outcomes in fast-paced environments.

Overview

13
13
years of professional experience

Work History

Technical Customer Support Specialist

Concentrix - Intuit QuickBooks Online
Atlanta, Georgia
07.2025 - Current
  • Provide technical support for QuickBooks software to diverse customer inquiries.
  • Diagnose and resolved customer issues using troubleshooting techniques and tools.
  • Educate clients on best practices for utilizing QuickBooks effectively.
  • Provide technical support to customers via phone and email.
  • Follow up with customers post-resolution to ensure satisfaction levels.
  • Maintain high level of professionalism at all times when dealing with customers.
  • Resolve customer inquiries in a timely and accurate manner.

  • Troubleshot hardware issues and work with service providers to facilitate repairs for end users.
  • Deliver remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Advisor II, Customer Service

Concentrix
Atlanta, GA
09.2020 - 07.2025
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.

Economic Self Sufficiency Specialist I

Florida Department of Children & Families
Miami , FL
07.2016 - 01.2020
  • Helped resolve problems by addressing problems analytically and with real-world data.
  • Maintained exceptional standards of customer service during high-volume, fast-paced operations.
  • Met with clients to conduct needs assessments, recommending appropriate support and service offerings.
  • Followed strict policies and procedures to maintain client confidentiality and keep data private.
  • Made appropriate referrals to other programs and agencies to provide clients with well-rounded support.
  • Maintained updated progress notes and case record and documented children's progress in recreational activities, treatment plans and education.
  • Composed or prepared correspondence, case notes and narratives with computer-based applications.

WIC Breastfeeding Peer Counselor

Florida Department of Health
Miami, FL
03.2013 - 05.2016
  • Taught new mothers how to feed infants.
  • Facilitated breastfeeding support on daily basis new mothers.
  • Provided weekly follow-up in-home consultation visits or calls to new mothers.
  • Developed curriculum and materials for breastfeeding educational sessions for care providers and new parents.
  • Educated community members on disease prevention, vaccines and mental health resources.
  • Spoke with health community workers and members of public about importance of health, prevention and treatment.
  • Presented health education talks at training workshops and conferences in local area.
  • Boosted community members' health knowledge through participation in health fairs and events.
  • Collaborated with public relations team to organize and promote education programs and special events.
  • Established and maintained positive relationships with government regulators, residents, families, other area health care providers, physicians and community at large.

Education

Master of Science - Special Education

Grand Canyon University
Phoenix, AZ
08-2026

Bachelor of Science - Psychology

Troy University
Troy, AL
05.2020

Skills

  • Customer service and relations
  • Company branding
  • Sales strategies
  • Client engagement
  • Training and development
  • Computer proficiency
  • Team collaboration

Education and Training

other,other

Accomplishments

  • Department of Children and Families employee of the month November 2019
  • Concentrix employee of the month June 2025

Timeline

Technical Customer Support Specialist

Concentrix - Intuit QuickBooks Online
07.2025 - Current

Advisor II, Customer Service

Concentrix
09.2020 - 07.2025

Economic Self Sufficiency Specialist I

Florida Department of Children & Families
07.2016 - 01.2020

WIC Breastfeeding Peer Counselor

Florida Department of Health
03.2013 - 05.2016

Master of Science - Special Education

Grand Canyon University

Bachelor of Science - Psychology

Troy University

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