Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHUNTA THOMPSON

Orlando

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

15
15
years of professional experience

Work History

Quality Assurance Associate

Conduent, SunPass
11.2022 - Current
  • Identifying and resolving workflow and production issues for the warehouse.
  • Performed audits on internal operations, ensuring strict compliance with established policies and procedures.
  • Regularly monitored compliance with standard methods or protocols in operational procedures, scoring 20-30 calls a day, and warehouse documentation.
  • Supported colleagues by providing guidance, enhancing collaboration within the team.
  • Attended calibration for calls, support, and web chats.
  • Supported audit preparation through research, analysis, and presentation development.
  • Collaborated with cross-functional teams to enhance quality standards.

Team Leader

Conduent, SunPass
04.2018 - 11.2022
  • Regularly reviewed team activities to identify opportunities for process improvement and achieve key performance indicators (KPIs).
  • Managed sub-teams of 10+ agents, overseeing daily performance metrics, attendance, and schedule adherence.
  • Communicate team goals, practices, and company policies during weekly/monthly huddles.
  • Participate in floor support, ensuring help was available when needed in a timely manner.
  • Assist with the interview process for potential new CSR agents.
  • Completed assigned tasks with little or no supervision.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Monitored team performance to ensure adherence to company standards and expectations.

Escalation Agent

Conduent
08.2017 - 04.2018
  • Assist CSRs with questions to better assist the customers.
  • Handled 30-50 transferred calls from CSRs when customers insisted on speaking with upper management.
  • Assist with the Plate Change process due to the customer being sent the incorrect invoice.
  • Supported the team lead in developing training materials for new agents.
  • Maintained a high level of professionalism while interacting with customers via email and phone.
  • Managed escalated customer issues to ensure timely resolution.

Customer Service Representative

Conduent
07.2010 - 08.2017
  • Effectively managed a high volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Managed customer calls effectively and efficiently in a complex, fast-paced, and challenging call center environment. Answering 50-60 calls daily.
  • Documented detailed notes about customer interactions.
  • Addressed customer concerns and complaints, resolving issues quickly and efficiently.
  • Trained and developed new team members on customer service initiatives and operational procedures as a mentor.
  • Responded to customer requests for products, services, and company information.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Escalated unresolved issues to appropriate departments promptly.
  • Trained new representatives on company policies and procedures.

Education

High School Diploma -

Maynard Evans High School
Orlando, FL
05.1997

Skills

  • Call center management
  • Team leadership and Collaboration skills
  • Proficiency in MS Windows, Excel, and Outlook
  • Performance monitoring
  • Detail-oriented
  • Quality assurance
  • Staff recruitment and training
  • Effective time management
  • Training & Development
  • Warehouse
  • Mentoring new hires
  • Call scoring

Timeline

Quality Assurance Associate

Conduent, SunPass
11.2022 - Current

Team Leader

Conduent, SunPass
04.2018 - 11.2022

Escalation Agent

Conduent
08.2017 - 04.2018

Customer Service Representative

Conduent
07.2010 - 08.2017

High School Diploma -

Maynard Evans High School

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