Shirlean Delano
Rochester,NY
Summary
Well-qualified Technical support team Lead with over 13 years in Customer service. Familiar with skills and abilities needed to succeed. Possessing strengths in task prioritization and customer service. Ready to leverage training and experience to take on new professional challenges.
Overview
14
14
years of professional experience
Work History
Team Lead
ADT Security
Rochester, NY
12.2021 - Current
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Assisting agents in Pod answering questions and taking escalations
Interim Assistant Coach
ADT Security
Rochester, NY
10.2021 - 12.2021
- Supported Agents in POD answering questions and taking escalated calls.
Training Pal
ADT Security
Rochester, NY
04.2020 - 11.2021
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Assisted new agents during there training in virtual classroom
General Care II Agent
ADT Security
Rochester, NY
03.2019 - 10.2021
- Assisted customers with there Billing, and troubleshooting needs.
- Scheduling technicians when troubleshooting could not correct issues alone.
- Was part of a team referred to as Bulldozers that made sure that calls were being transferred correctly to Tier III.
Manager in 60 Seconds/Assistant Coach
Sutherland Global Service
Rochester, NY
09.2015 - 03.2019
- Handled day-to-day customer contact via phones and emails to resolve escalated matters.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Answered and assisted questions for other Agents that needed to assist there customers.
Customer Service Representative
Sutherland Global Service
Rochester, NY
12.2009 - 09.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Associate of Applied Science - Business Administration
Monroe Community College
Rochester, NYAssociate of Applied Science - Visual Communications-Photography
Monroe Community College
Rochester, NY05.2020
Skills
- Team Monitoring
- Service Quality Improvement
- Incoming Call Management
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Customer Service and Assistance
- Upbeat and Positive Personality
- Customer Retention Strategies
- Staff Training
- Technical Support
- Telemarketing expertise
Timeline
Team Lead
ADT Security
12.2021 - Current
Interim Assistant Coach
ADT Security
10.2021 - 12.2021
Training Pal
ADT Security
04.2020 - 11.2021
General Care II Agent
ADT Security
03.2019 - 10.2021
Manager in 60 Seconds/Assistant Coach
Sutherland Global Service
09.2015 - 03.2019
Customer Service Representative
Sutherland Global Service
12.2009 - 09.2015
Associate of Applied Science - Business Administration
Monroe Community College
Associate of Applied Science - Visual Communications-Photography
Monroe Community College