Shadaisha Lloyd
@shadaishalloyd
Customer service specialist skilled in technical troubleshooting and high-volume support.
United StatesWhat I'm looking for
I am a dynamic Customer Service Specialist with a hybrid background in direct customer support and technical troubleshooting, delivering an 85% first-call resolution rate. I have experience diagnosing hardware, software, networking, and cable/video issues while using CRM and ticketing systems to document and improve support efficiency.
I excel at translating technical concepts into plain language for customers, handling high-volume inbound channels, and resolving billing and account inquiries. I consistently enhance customer experience through clear communication, problem-solving, and adaptability across fast-paced contact center environments.
Experience
Work history, roles, and key accomplishments
Video Repair Agent
Spectrum
Jan 2023 - Present (2 years 8 months)
Diagnose and resolve cable and video service issues via inbound calls, handle billing inquiries, and manage customer accounts to maintain high first-contact resolution rates.
Technical Support Specialist
Sutherland Global Services
Mar 2020 - Jan 2023 (2 years 10 months)
Provided hardware, software, and network support by diagnosing and resolving technical issues, documenting interactions in ticketing systems, and improving customer experience with clear guidance.
Customer Service Representative
Sitel Group
Feb 2018 - Mar 2020 (2 years 1 month)
Handled high volumes of inbound calls, emails, and chats to resolve customer issues, process orders and payments, and follow client procedures to ensure service quality.
Education
Degrees, certifications, and relevant coursework
Dillon High School
High School Diploma, General Education
Completed high school diploma at Dillon High School in South Carolina.
TCTrident Technical College
Associate of Science, Criminal Justice
Earned an Associate of Science in Criminal Justice from Trident Technical College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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