Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shirron Givens

Lewisville,TX

Summary

Dynamic professional with extensive experience in customer service and technical support, notably at ADT Security. Excelled in customer account management and proficient in Microsoft Office, demonstrating a blend of exceptional communication skills and technical savvy. Achieved significant customer satisfaction levels through effective problem-solving and relationship-building.

Overview

35
35
years of professional experience

Work History

Customer Care Advocate

UHG/OptumRx
Richardson, Texas
09.2021 - Current
  • Managed over 50 customer calls per day with a positive attitude and a focus on customer satisfaction.
  • Respond to customer needs with competent customer service and prompt problem solving
  • Log call information and solution provided into internal database
  • Education members of various pharmacy benefits based on their plan and coverage

Residential Retention Specialist

ADT Security
Irving, Texas
01.2019 - 01.2021
  • Provide support to ADT residential customers to gather information about about customer complaints
  • Analyze price negotiation and renewing contracts to retain business
  • Negotiate contract terms with upselling products and services
  • Communicate directly with customers and technicians for installation of equipment

Customer Service Associate III-Custom Homes/CAP HOA

ADT Security
Irving, Texas
01.2014 - 01.2019
  • Provide technical support to ADT residential customers over the phone, effectively utilizing both customer service skills as well as technical abilities
  • Provide exceptional service and support to customers by troubleshooting technical alarm issues effectively and completely over the phone
  • Make the necessary and appropriate decision to dispatch an authorized service provider when on-site service is required
  • Create and schedule service tickets when needed
  • Process calls as well as working emails/callbacks

Customer Service/Sales/Web Support/Virtual Support

JA Majors C/O Baker & Taylor
Lewisville, Texas
01.1999 - 01.2013
  • Provide day to day client support, engagement and relationship through email support, desktop support and telephone support
  • Interact with customers and troubleshoot problems to provide a high level of customer satisfaction
  • Support upsell and cross sell opportunities
  • Maintain Web support desk for ecommerce customers
  • Virtual chat and Email support

Testing Administrator/Office Manager

McLennan Community College
Waco, Texas
01.1990 - 01.1999
  • Administered SAT, ACT, TAKS and instructors exams to students
  • Administered various Nursing exams
  • Certified and administered GED exams for State of Texas
  • Assisted incoming students and staff with registration process
  • Directed day-to-day operations of education programs and supervised support staff
  • Evaluated programs and monitored implementation in compliance with state regulations
  • Monitored inventory stock levels and maintained database

Education

Associate of General Studies - Business Administration

McLennan Community College
Waco, TX
01.1999

Skills

  • Customer Account Management
  • POS Systems and Ordering Platform
  • Microsoft Office - Word
  • Microsoft Office - Excel
  • Microsoft Office - Outlook
  • Microsoft Office - PowerPoint
  • Salesforce

Timeline

Customer Care Advocate

UHG/OptumRx
09.2021 - Current

Residential Retention Specialist

ADT Security
01.2019 - 01.2021

Customer Service Associate III-Custom Homes/CAP HOA

ADT Security
01.2014 - 01.2019

Customer Service/Sales/Web Support/Virtual Support

JA Majors C/O Baker & Taylor
01.1999 - 01.2013

Testing Administrator/Office Manager

McLennan Community College
01.1990 - 01.1999

Associate of General Studies - Business Administration

McLennan Community College

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Shirron Givens