Summary
Work History
Education
Skills
Certification
Timeline
Generic

SHIRLINDA A. CASEY

Dale,TX

Summary

Detail-oriented, customer-focused, dependable, hardworking professional with excellent communication and problem-solving skills. Works within time-constraints to meet deadlines. Enthusiastic team player ready to contribute to company success.

Work History

Residential Sales Representative

Charter Communications, Spectrum
02.2023 - 05.2023
  • Reviewed and executed confidential documents, contracts and disclosures.
  • Educated clients on cable and streaming video programs, internet speeds, proper placement of routers or extenders, mobile plans, various cellphone brand capabilities/benefits, and home phone features/benefits.
  • Redirected calls to appropriate departments.
  • Consistently completed calls within acceptable call-handle times.
  • Maintained sales in all lines of business.
  • Adhered to appropriate legal scripting when required.

FC ASSOCIATE

AMAZON
11.2020 - 02.2023
  • Safely loaded/unloaded pallets/carts from trailers during cross-dock operations.
  • Staged palletized pallets, carts, and Gaylords at appropriate Cross-Dock locations.
  • Inducted packages at In-bound and Small Sort areas of operation.
  • Identified and separated non-compliance and problem packages during induction process.
  • Diverted packages to appropriate conveyors for pulling.
  • Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
  • Maintained compliance with company safety policies and called violations to attention of management.
  • Evaluated merchandise for irregularities and damage prior to packing.
  • Packed and labeled single items in appropriate shipping containers.
  • Picked items accurately per tote from robot controlled containers following picklist.
  • Stowed packages accurately to appropriate bag or oversize (OV) location while maintaining minimum stow rate of 180.
  • Used digital picklist to document route, staging location, and cart number on each cart.
  • Ensured that all packages and bags were scanned to cart and staged in correct location while consistently completing 12 to 15 picklist.
  • Recovered packages left behind for re-induction.
  • Assisted drivers with loading delivery vehicles and removing carts from launch pad.

RETENTION REPRESENTATIVE/VIDEO REPAIR AGENT

CHARTER COMMUNICATIONS INC
01.2021 - 11.2021
  • Received inbound calls escalated to Customer Solutions to de-escalate/resolve customer issues (i.e., billing, technical, retention, etc.)
  • Performed trouble-shooting methods to address issues with residential customer accounts, correct billing issues, re-negotiate products
  • Used persuasive communication to offer variety of programs, platforms, devices and services to create positive customer experience while maintaining business rules
  • Used tools such as SCOPE, CSG, CRM, Agent OS, Channel-Lineup, WebEx, Skype, Outlook, LMS, and Ping to accomplish daily tasks.
  • Adhered to appropriate legal scripting when required.

IT OPERATIONS ANALYST

GENERAL MOTORS
09.2015 - 02.2019
  • Monitored health and performance of Executive, Operations, and Business applications to ensure internal customers and global dealers were able to make decisions, perform sales tasks, request warranty claims, and receive payments
  • Resolved and managed incidents reported in ticketing system (ITSM).
  • Escalated issues within timely manner to ensure SLA was met.
  • Monitored critical jobs to ensure completion schedule was maintained per global time-zone.
  • Generated priority incidents and notified appropriate teams if warranty job schedules had to be interrupted or placed on hold
  • Stopped/restarted servers, applications, and services per SOP.
  • Followed Deployment and Security Patch procedures for assigned applications.
  • Performed computer operations tasks within Windows, Linux, Virtual and Mainframe environments.
  • Leveraged knowledge of cutting-edge technologies to optimize organizational efficiency.
  • Resolved and debugged IT systems to maintain error-free functionality and end-user satisfaction.
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
  • Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.

IT APPLICATION MANAGEMENT ANALYST III

DELL INC
02.2002 - 10.2006
  • Managed over thirty global manufacturing applications.
  • Implemented shutdown and start-up procedures during hardware/software deployments, security updates, database restructures/updates.
  • Maintained Receiving, Pick-to-Light, Build and Shipping applications.
  • Troubleshooted program and system malfunctions to restore normal functioning.
  • Provided troubleshooting support to developers and manufacturing facilities in Brazil, Ireland, China, Malaysia, India, and United States.
  • Managed and maintained track code system for all manufactured products in Brazil, Ireland, China, Malaysia, India, and United States.
  • Created/Updated Knowledge-based articles for troubleshooting and problem-solving.
  • Resolved internal customer issues using Remedy ticketing system.
  • Briefed Upper Management on manufacturing downtime involving assigned applications.
  • Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
  • Supported daily operations and system maintenance procedures.
  • Performed troubleshooting, maintenance and optimization of manufacturing applications.

Education

Microsoft/CompTIA Certifications

LearnKey Blue Ocean Employability Program
St. George, UT
01.2023

BBA - INFORMATION SYSTEMS, SAN ANTONIO

The University of Texas At San Antonio
San Antonio, TX
12.2001

Skills

  • Self-Motivated
  • Flexible and Adaptable
  • Performance Optimization
  • Root cause analysis
  • Support system management
  • Avaya proficiency

Certification

  • Microsoft Office Specialist Associate
  • Microsoft Windows Specialist
  • Microsoft Outlook Specialist
  • Microsoft Excel Specialist
  • CompTIA CIOS IT Operations Specialist
  • CompTIA Network+ Certified CE
  • CompTIA A+ Certified CE

Timeline

Residential Sales Representative

Charter Communications, Spectrum
02.2023 - 05.2023

RETENTION REPRESENTATIVE/VIDEO REPAIR AGENT

CHARTER COMMUNICATIONS INC
01.2021 - 11.2021

FC ASSOCIATE

AMAZON
11.2020 - 02.2023

IT OPERATIONS ANALYST

GENERAL MOTORS
09.2015 - 02.2019

IT APPLICATION MANAGEMENT ANALYST III

DELL INC
02.2002 - 10.2006

Microsoft/CompTIA Certifications

LearnKey Blue Ocean Employability Program

BBA - INFORMATION SYSTEMS, SAN ANTONIO

The University of Texas At San Antonio

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SHIRLINDA A. CASEY