Shir'Lisa Barnes-Ward
Birmingham
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Services Consultant
Foundever
10.2024 - Current
- Collaborated with cross-functional teams to ensure seamless service integration for clients.
- Coordinated with sales teams to identify upselling opportunities, contributing to revenue growth.
- Improved customer satisfaction by efficiently addressing and resolving service-related issues.
- Increased client retention by providing personalized support and tailored solutions.
- Implemented innovative strategies to optimize service quality and efficiency, resulting in higher customer satisfaction levels.
- Adapted communication style according to client preferences, fostering rapport and trust among diverse clientele.
- Consistently met or exceeded monthly targets for key performance indicators, demonstrating commitment to excellence in service delivery.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Contributed to team objectives in fast-paced environment.
- Recorded accurate and efficient records in customer database.
- Provided expert guidance on product offerings and services, enabling clients to make informed decisions based on their unique needs.
Customer Experience Specialist
U.S. Bank
03.2023 - 03.2024
- Provided technical support to customers and troubleshoot their queries.
- Engaged with customers via phone, email, chat or social media platforms for responding to their inquiries.
- Provided customer service to clients regarding banking products and services.
- Maintained a thorough knowledge of bank products, services, policies, procedures, regulations and compliance requirements.
- Resolved customer inquiries in a timely manner while adhering to all applicable laws and regulations.
- Handled incoming calls from customers regarding their accounts or banking needs.
- Modified, opened and closed customer accounts.
- Helped customers understand and use mobile applications and online banking.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Assisted customers by answering banking questions and recommending solutions.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
Technical Support Representative
Conduent
02.2022 - 02.2023
- Assisted customers with various types of technical issues via telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Developed and maintained strong relations with customers to meet quality expectations.
- Supported customers with online billing, access and account issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Demonstrated advanced product knowledge to solve customer issues.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Technical Advisor
Transcom
03.2021 - 10.2021
- Assisted customers with various types of technical issues via telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Supported customers with online billing, access and account issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Demonstrated advanced product knowledge to solve customer issues.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained up-to-date case documentation for future reference.
General Production Laborer
AMERIQUAL FOODS
01.2020 - 04.2020
Department Manager
Walmart
03.2018 - 12.2019
Overnight Stocker
Walmart
03.2015 - 06.2017
Dietary Aide
TRANSCENDENT HEALTHCARE
01.2015 - 03.2015
Expeditor
Joe's Crab Shack
04.2013 - 08.2014
Education
High school diploma -
Campagna Academy Charter School
Schererville, IN02.2007
Skills
- Warehouse Experience
- Typing
- Management Experience
- Customer Service
- Meal Preparation
- Kitchen Experience
- Dietary Aide Experience
- Culinary Experience
- Kitchen Management Experience
- Cooking
- Retail Sales
- IOS
- Food Production
- Serving Experience
- Supervising Experience
- Mac OS
- Operating Systems
- Restaurant Experience
- Food Safety
- Android
- Network Support
- Microsoft Windows
- Technical Support
- Java
- Software Troubleshooting
- Troubleshooting
- Remote Access Software
- Help Desk
- Client relationship building
- Collaborative mindset
- Creative solutions
- Strong work ethic
- Customer service
- Attention to detail
- Listening skills
- Multitasking and organization
- Excellent communication
- Computer skills
- Team collaboration
- Data entry
- Conflict resolution
- Performance goals
- Data processing
- Client rapport
- Call center operations
- Technical support
- Tech-Savvy
- Clerical support
- Teamwork
- Multitasking
- Customer satisfaction
- Active listening
- Team leadership
- Effective communication
- Interpersonal skills
- Product knowledge
- Analytical thinking
- Professionalism
- Interpersonal communication
- Network Support
- Microsoft Windows
- Technical Support
- Java
- Software Troubleshooting
- Troubleshooting
- Remote Access Software
- Help Desk
Certification
Culinary Arts Certification, 06/01/11, Present
Personal Information
Authorized To Work: US
Languages
English
Native or Bilingual
Timeline
Services Consultant
Foundever
10.2024 - Current
Customer Experience Specialist
U.S. Bank
03.2023 - 03.2024
Technical Support Representative
Conduent
02.2022 - 02.2023
Technical Advisor
Transcom
03.2021 - 10.2021
General Production Laborer
AMERIQUAL FOODS
01.2020 - 04.2020
Department Manager
Walmart
03.2018 - 12.2019
Overnight Stocker
Walmart
03.2015 - 06.2017
Dietary Aide
TRANSCENDENT HEALTHCARE
01.2015 - 03.2015
Expeditor
Joe's Crab Shack
04.2013 - 08.2014
High school diploma -
Campagna Academy Charter School
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