Summary
Overview
Work History
Education
Skills
Timeline
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Steven Shane Horton

Glenwood,IA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

AAA Nebraska
02.2016 - 08.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered average of over 80 calls per shift

Team Manager

TD Ameritrade Clearing
01.2006 - 12.2015
  • Coordinated team collaboration to share ideas and build best practices.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Led employee relations through effective communication, coaching, training, and development.
  • Delivered regular team meetings for aligned work towards common goals.
  • Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Established and maintained performance, quality and service standards for professional customer care.
  • Facilitated meetings to communicate team performance goals and results.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Established team priorities, maintained schedules and monitored performance.
  • Team was consistently among highest performing in company
  • Evaluated employee performance on yearly basis and coached and trained 20 team members, increasing quality of work and employee motivation

Clearing Analyst

TD Ameritrade Clearing
01.2003 - 01.2006
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Queried databases for information needed for report processing.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
  • Monitored compliance and filing requirements in conjunction with staff and management.
  • Consistently exceeded 120% of expected performance

Technical Support Representative

USAA
01.2002 - 09.2002
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Answered over 60 calls per shift

Education

High School Diploma -

Glenwood High School, Glenwood IA
Glenwood, IA
05.1997

Skills

  • Call Management
  • Data Entry
  • Complaint Resolution
  • Quality Control
  • Professional Telephone Demeanor
  • Problem Resolution
  • Prioritization
  • Project Management Abilities
  • Technical Support
  • Customer Relations
  • Team Development
  • Customer Service

Timeline

Customer Service Representative

AAA Nebraska
02.2016 - 08.2016

Team Manager

TD Ameritrade Clearing
01.2006 - 12.2015

Clearing Analyst

TD Ameritrade Clearing
01.2003 - 01.2006

Technical Support Representative

USAA
01.2002 - 09.2002

High School Diploma -

Glenwood High School, Glenwood IA

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Steven Shane Horton