Shunae Butler
Dallas,TX
Summary
Over 10 years of experience in client-facing positions. Excelled in loss mitigation, consistently a top 20 performer; adept in fraud claims resolution and fostering client retention. Proven ability to manage high-volume communications and complex problem-solving.
Overview
10
10
years of professional experience
Work History
Customer Success Expert
Brinks Home Security
Framer’s Branch
06.2024 - Current
- Facilitated remote support for customers facing technical challenges, guiding them through step-by-step resolutions with patience and professionalism.
- Enhanced customer satisfaction through prompt and precise technical support for diverse software and hardware challenges.
- Diagnosed and resolved complex technical issues using advanced troubleshooting techniques.
- Cultivated extensive knowledge of company products to guarantee accurate information delivery to customers.
- Executed exceptional customer service by promptly resolving concerns and articulating technical solutions clearly.
Loss Mitigation / Collections Specialist
Nationstar Mortgage LLC. Mr. Cooper
Lewisville, TX
05.2022 - 04.2024
- Oversaw monitoring of overdue accounts and facilitated customer exploration of lender options to avert foreclosure.
- Evaluated borrower debt and liabilities to formulate sustainable repayment strategies.
- Facilitated clear communication of workout agreements and terms, ensuring understanding among clients.
Hotel Night Auditor
Homestead Suites
Downtown Dallas
05.2021 - 02.2024
- Facilitated efficient processing of guest check-ins and check-outs during overnight shifts.
- Oversaw reservation system operations, ensuring accuracy and availability for incoming guests.
- Executed nightly audits of financial transactions and billing statements to ensure accuracy.
- Managed inventory levels of hotel supplies and amenities to ensure guest satisfaction.
Overnight Dispatcher
TForce Final Mile
Irving, TX
10.2019 - 03.2020
- Managed after-hours processing and monitoring of order flow to ensure timely updates on estimated arrival times and delivery schedule changes.
- Managed entry and assignment of over 200 daily customer orders to designated drivers, ensuring operational accuracy.
- Oversaw documentation and monitoring of transportation incidents to ensure accuracy and timeliness in system updates.
Technical Support Agent / Rentention Specialist
ADT Security Services
Irving, TX
12.2015 - 10.2019
- Cultivated robust client relationships to drive retention and secure extended contract commitments.
- Addressed customer issues promptly by efficiently gathering complaint details.
- Mentored new team members on company policies and procedures, enhancing team proficiency and service quality.
- Delivered technical assistance through phone and email channels to resolve customer inquiries efficiently.
- Diagnosed hardware and software issues while guiding users through effective troubleshooting steps.
Education
Bachelor's degree, Business Administration and Human Resources -
Strayer University-Texas
Dallas, TXHigh School Diploma -
W W Samuell High School
Dallas, TX05.2007
Skills
- Windows
- Medicare
- HIPAA
- ICD Coding
- Office Experience
- Epic
- Recruiting
- ATS
- HR Sourcing
Timeline
Customer Success Expert
Brinks Home Security
06.2024 - Current
Loss Mitigation / Collections Specialist
Nationstar Mortgage LLC. Mr. Cooper
05.2022 - 04.2024
Hotel Night Auditor
Homestead Suites
05.2021 - 02.2024
Overnight Dispatcher
TForce Final Mile
10.2019 - 03.2020
Technical Support Agent / Rentention Specialist
ADT Security Services
12.2015 - 10.2019
Bachelor's degree, Business Administration and Human Resources -
Strayer University-Texas
High School Diploma -
W W Samuell High School