Shanna-Lee Shand

Effectively utilized internal admin tools to research and resolve customer concerns related to order status and basic troubleshooting. Delivered high-quality customer support through phone, email, and live chat using Zendesk.

In my role as a Cold Caller at Rent-to-Own Solutions, I exceeded monthly sales targets by 30% through effective cold-calling techniques. I built strong relationships with prospects, achieving a 50% appointment-setting rate and conducting over 100 calls daily to explain the benefits of rent-to-own programs.

As a Warranty Claims Specialist at Ibex Global Solutions, I coordinated with various teams to ensure timely resolution of claims. I streamlined the claims process, achieving a 95% approval rate and managing an average of 50 inbound claims daily, with a 97% first contact resolution rate.

In my position as a Customer Associate at Sutherland Global Services, I utilized CRM tools to track customer interactions and improve follow-ups. I managed an average of 70 inbound cases daily, achieving a 98% reduction in repeat inquiries by providing comprehensive solutions.

As a Technical Support Representative at Alorica, I provided inbound support via email, phone, and live chat. I handled an average of 60 cases daily, achieving a 99% first-contact resolution rate and reducing response times by 40% while boosting customer satisfaction scores.

Completed high school education with a focus on Agricultural Science, including relevant coursework in Information Technology, Mathematics, English Language, Physics, and Geography.