Shontae Wilson
Nashville,TN
Summary
I am a customer service expert who has been in the customer service industry for over 20 years. A belief that customer service is the core of what makes the service world go around and is very instrumental for any company that serves a customer base. My customer service skills will ensure that the customer gets the best customer service while being treated as the only customer.
Overview
13
13
years of professional experience
Work History
Support Coordinator
Verizon Wireless, Worldwide Wireless
Murfreesboro, Tennessee
04.2017 - 10.2023
- Responsible for taking and resolving escalated calls
- Direct support for teams that included but was not limited to listening to calls and providing direct feedback, applying and/or approving credits, conducting team meetings, attending various round table discussions, and providing feedback
- Led teams of 10 or more to be number one on their management team
- Drove representatives to offer various products and services to drive revenue.
- Worked with other departmental staff to answer questions and resolve problems.
- Improved client satisfaction by efficiently addressing and resolving support issues.
Human Resources Assistant
HCA Healthcare
Nashville, Tennessee
05.2015 - 04.2017
- Answered various questions from medical personnel including but not limited to payroll, onboarding/ offboarding, garnishments, and other various tasks
- Filed Ethical complaints from employees and advised the correct department to be investigated
- Drove in office morale to celebrate employees for various tasks.
- Responded to employee inquiries regarding benefits and other HR topics.
- Helped employees register for benefits programs using online portals.
Loan Servicing Specialist
Suntrust
Nashville, Tennessee
02.2011 - 05.2015
- Took calls about home equity lines of credit and car loans
- Answered questions about all various products available and how to help the customer
- Advised customers about all best options available based on interest rates.
- Proved successful working within tight deadlines and a fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
High School Diploma -
William Henry Harrison High School
Evansville, IN06.1995
Skills
- Professional Phone Skills
- Online Support
- Attention to Detail
- Key Performance Indicators
- Verint
- Workforce Optimization
- De-escalation
- BlueJeans Video Conferencing
- NICE Call Recording
- Shontae Wilson - page 2
- Performance Improvement
- Motivational Leadership
- Goal Setting
Timeline
Support Coordinator
Verizon Wireless, Worldwide Wireless
04.2017 - 10.2023
Human Resources Assistant
HCA Healthcare
05.2015 - 04.2017
Loan Servicing Specialist
Suntrust
02.2011 - 05.2015
High School Diploma -
William Henry Harrison High School