Shunda R. Anderson
Fort Worth,TX
Overview
12
12
years of professional experience
1
1
Certification
Work History
Remote Technical Support Advisor II
Kelly Connect
08.2024 - Current
- Delivered empathetic and effective remote technical support, achieving a 90% first-call resolution rate, consistently exceeding service-level agreements.
- Managed confidential customer interactions via CRM systems, documenting cases meticulously in real-time to maintain quality and compliance.
- Demonstrated strong adaptability and flexibility, efficiently multitasking to handle multiple simultaneous cases.
- Provided mentorship and support to peers, escalating complex issues effectively and contributing to team improvement processes.
- Operated successfully in a remote environment, maintaining confidentiality and professionalism.
911 Communications Supervisor
American Medical Response
08.2016 - 07.2023
- Provided empathetic, compassionate, and calm emotional support during high-pressure emergency calls, effectively de-escalating caller distress and ensuring emotional stabilization.
- Conducted real-time safety and risk assessments, coordinating immediate crisis response plans.
- Implemented targeted performance coaching, reducing emergency call handling times by 15% and response times by 20%.
- Acted as a mandated reporter, ensuring strict adherence to confidentiality and reporting standards for incidents involving potential harm or neglect.
- Mentored and trained dispatchers, significantly improving team efficiency, accuracy, and response capabilities.
- Maintained precise, real-time documentation of interactions, ensuring compliance and facilitating quality assurance.
Regional Permits Compliance Supervisor
Monitronics International
01.2015 - 04.2016
- Enhanced efficiency by 41% through development of an automated permit tracking system, ensuring compliance with regulatory standards.
- Conducted detailed compliance audits, ensuring transparency, accuracy, and timely mandated reporting requirements.
Technical Support Lead
Monitronics International
04.2013 - 01.2015
- Reduced customer escalations by 25%, effectively mentoring support specialists to improve problem-solving and interpersonal skills.
- Implemented an automated ticketing system, reducing response times by 50%.
- Coordinated technical support services, maintaining a 95% customer satisfaction rating.
Education
Associate of Sciences - Public Administration
Southwest TN Community College
Memphis05.
Skills
- Crisis Intervention & Emotional Support
- Risk & Safety Assessments
- Crisis De-escalation Techniques
- Mandated Reporting & Compliance
- Real-Time Confidential Documentation
- Multi-tasking & Time Management
- Remote Communication & Technology Management
- Team Leadership & Mentorship
- Empathy & Interpersonal Communication
- Volunteer Training & Development
- Flexible Schedule Management
- Computer-Aided Dispatch (CAD)
- CRM Systems
- GIS Mapping Systems
- Microsoft Office Suite
Certification
- ALS CPR and EMD Certified
- FEMA Disaster Response Courses (IS-100.C, IS-200.C, IS-315.A, IS-317.A, IS-360, IS-520, IS-552, IS-703.B, IS-1010)
HIGHLIGHTS OF QUALIFICATIONS
- Extensive experience in crisis intervention, emotional support, and de-escalation techniques.
- Skilled in conducting thorough risk and safety assessments with real-time documentation.
- Proven ability in mandated reporting and maintaining strict confidentiality standards.
- Experienced in mentoring and training teams, enhancing operational efficiency and accuracy.
- Demonstrated flexibility and adaptability in handling high-pressure situations and emergencies.
- Strong communication and interpersonal skills, effectively engaging individuals from diverse backgrounds.
- Proficient in remote technical support, managing confidential interactions professionally and securely.
Timeline
Remote Technical Support Advisor II
Kelly Connect
08.2024 - Current
911 Communications Supervisor
American Medical Response
08.2016 - 07.2023
Regional Permits Compliance Supervisor
Monitronics International
01.2015 - 04.2016
Technical Support Lead
Monitronics International
04.2013 - 01.2015
Associate of Sciences - Public Administration
Southwest TN Community College
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