ShyDiamond Harrington
Fayetteville,NC
Summary
Detail-oriented and customer-focused professional with experience providing technical and administrative support in fast-paced, high-volume environments. Skilled at troubleshooting issues, documenting cases, managing sensitive information, and delivering exceptional customer service. Strong ability to learn new software quickly, communicate technical information clearly, and collaborate across teams to resolve issues efficiently. Adept at maintaining accuracy while meeting productivity goals and committed to creating a positive customer experience.
Overview
8
8
years of professional experience
Work History
Mail Handler
United States Postal Service, USPS
11.2020 - Current
- Provide frontline support to employees and customers by resolving operational and service-related issues.
- Utilize multiple database systems to track shipments, research package status, and resolve delivery concerns.
- Monitor driver performance, assign daily routes, and communicate operational updates to ensure timely service.
- Troubleshoot routing, delivery, and tracking issues while maintaining accurate documentation.
- Serve as a resource for customers by explaining postal policies, procedures, and available services.
- Collaborate with dispatch and operations teams to resolve time-sensitive issues and improve workflow efficiency.
- Increased operational efficiency by 19% through improved route coordination and process management.
- Maintained compliance with federal regulations and organizational procedures while supporting daily operations.
Supervisor of Distribution Operations
Sams Club Distribution
04.2019 - 09.2020
- Provided operational support for production systems and equipment while ensuring efficient daily operations.
- Investigated and resolved production issues to minimize downtime.
- Trained employees on equipment operation, safety procedures, and company policies.
- Conducted inspections and identified process improvements to enhance productivity.
- Worked closely with vendors, drivers, supervisors, and team members to resolve operational concerns.
- Maintained accurate production documentation and inventory records.
Customer Service Representative
Accenture
03.2018 - 04.2019
- Assisted customers by resolving account, billing, and service-related concerns through phone and email support.
- Diagnosed customer issues by asking detailed questions and identifying appropriate solutions.
- Escalated complex issues while maintaining ownership until resolution.
- Educated customers on products, services, and company procedures.
- Maintained detailed customer records using CRM software including Salesforce.
- Consistently met quality, productivity, and customer satisfaction metrics.
Education
High School Diploma -
Hoke County High School
Raeford, NC06.2018
Skills
- Microsoft Windows
- Microsoft Office (Excel, Word, Outlook, PowerPoint)
- Salesforce CRM
- Document Management Systems
- Data Entry Applications
- Microsoft Teams
- Zoom
- Basic Network & Software Troubleshooting
- Remote Collaboration Tools
Additional Information
- Technical Support
- Customer Service
- Troubleshooting & Problem Resolution
- Ticket Management
- Software & System Support
- Microsoft Office Suite
- Salesforce CRM
- Data Entry & Data Validation
- Documentation & Case Management
- Active Listening
- Remote Support
- Process Improvement
- Time Management
- Attention to Detail
- Written & Verbal Communication
Timeline
Mail Handler
United States Postal Service, USPS
11.2020 - Current
Supervisor of Distribution Operations
Sams Club Distribution
04.2019 - 09.2020
Customer Service Representative
Accenture
03.2018 - 04.2019
High School Diploma -
Hoke County High School