SHUNTA THOMPSON
Orlando,FL
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with 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
- Performed audits on internal operations, ensuring strict compliance with established policies and procedures.
- Regularly monitored compliance with standard methods or protocols in operational procedures.
- 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.
Team Leader
Conduent, SunPass
04.2018 - 11.2022
- Reviewed activities regularly to identify opportunities for improvement
- Managed sub teams of 10 or more agents with daily stats, attendance and their schedule adherences.
- 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 interview process for potential new CSR agents.
- Completed assigned tasks with little or no supervision.
- Motivate and inspire agents to meet team/company goals.
Escalation Agent
Conduent
08.2017 - 04.2018
- Company Overview: Sunpass
- Assist CSRs with questions to better assist the customers
- Handle transferred calls from CSRs when customer insist on speaking with upper management
- Assist with Plate Change process due to customer being sent the incorrect invoice
- Engaged with customers to understand and resolve issues and answer product questions
- Sunpass
Customer Service Representative
Conduent
07.2010 - 08.2017
- Company Overview: Sunpass
- 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
- 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
- Sunpass
Education
High School Diploma -
Maynard Evans High School
Orlando, FL05.1997
Skills
- Call Center Management
- Team leadership
- Team collaboration
- Proficient in MS Windows and Excel
- Customer service
- Staff recruitment and training
- Effective Time Management
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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