SHYTAVIA GUINES
Columbus,MS
Summary
Highly motivated and customer-focused professional with 5+ years of experience with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Support Advisor
CONCENTRIX
Remote
11.2025 - 04.2026
- Resolved high-volume of 30 inbound account issues on first contact, closing cases efficiently and improving customer satisfaction.
- Reproduced caller errors via remote screen-share to document steps and recommend effective system workarounds.
- Addressed billing concerns and submitted refund requests when appropriate, ensuring accurate account adjustments.
- Performed technical troubleshooting across Apple devices (iPhone, iPad, Mac), restoring functionality and reducing repeat contacts.
Support Express FNOL Associate II
ALLSTATE INSURANCE
Remote
02.2023 - 09.2025
- Managed first notice of loss claims with accurate documentation and timely processing to ensure regulatory compliance.
- Delivered empathetic, informed customer support on claim status, coverage, and payments, improving policyholder satisfaction.
- Conducted interviews with witnesses and involved parties to collect statements and evidence supporting claim decisions.
- Participated in ongoing training to maintain compliance knowledge and align with updated claims standards.
Customer Service Representative
CONTINUUM GLOBAL SOLUTIONS
Remote
08.2021 - 09.2022
- Responded to high-volume inquiries across phone and email channels, resolving product and service issues in real-time.
- Recorded customer interactions in CRM system to support future reference and analysis.
- Guided customers through product selection, ordering, billing, returns, exchanges, and technical support.
Customer Service Representative
SITEL
Starkville, USA
01.2019 - 11.2019
- Responded to customer needs through competent customer service and prompt problem-solving.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Education
High School Diploma -
Eupora High School
Eupora, MS05.2018
Skills
- Conflict Resolution
- Time Management
- Typing Proficiency - 40 WPM
- Call Center Experience
- CRM Software Management
- Verbal & Written Communication
Microsoft Office
CRM software
Claims management
Typing- 40 WPM
Remote troubleshooting
Technical troubleshooting
Critical Thinking
Time Management
Team Collaboration
Conflict Resolution
Timeline
Support Advisor
CONCENTRIX
11.2025 - 04.2026
Support Express FNOL Associate II
ALLSTATE INSURANCE
02.2023 - 09.2025
Customer Service Representative
CONTINUUM GLOBAL SOLUTIONS
08.2021 - 09.2022
Customer Service Representative
SITEL
01.2019 - 11.2019
High School Diploma -
Eupora High School