Open to opportunities

Shannon Cummings

@shannoncummings

Customer-focused support professional with 10+ years resolving inquiries, troubleshooting billing issues, and delivering compliant, fast solutions.

United States

Message

What I'm looking for

I’m looking for a customer care role where I can resolve inquiries quickly, troubleshoot billing or payment issues, and prevent chargebacks using CRM tools—while delivering clear communication and compliant support that customers trust.

I’m a customer-focused professional with 10 years of experience, dedicated to resolving inquiries and issues efficiently while maintaining high satisfaction. I’ve built my edge in CRM and billing software, and I bring strong analytical and communication skills to every interaction.

In my recent role as a US Bank Elavon Elavon Merchant Terminal Support Representative, I diagnosed and troubleshot credit card terminal issues, conducted payment research, and managed requests with accuracy and speed. I also handled chargebacks, fraud prevention, and regulatory compliance on the merchant’s behalf while adhering to Payment Card Industry Data Security Standard (PCI DSS) requirements.

Experience

Work history, roles, and key accomplishments

Merchant Terminal Support Representative

U.S. Bank Elavon

Jan 2023 - Aug 2025 (2 years 7 months)

Diagnosed and troubleshot credit card terminal issues, including authorization problems, to ensure prompt resolution. Addressed customer inquiries, managed payment research requests, and handled chargebacks, fraud prevention, and PCI DSS-related security compliance on the merchant’s behalf.

Credit Card Terminal Troubleshooting Authorization Chargebacks Fraud Prevention PCI DSS Regulatory Compliance Customer Service Billing Software Payment Processing

Communications Officer

Richmond County 911

Mar 2018 - Dec 2022 (4 years 9 months)

Managed incoming emergency and non-emergency calls by assessing caller information to determine location and appropriate response needs. Used teletype networks and computerized systems to update and retrieve critical data and relay information between emergency sites and law enforcement.

Emergency Communications Teletype Networks Data Entry

Customer Service Sales Rep Tier 2

T-Mobile

Feb 2013 - Jul 2014 (1 year 5 months)

Resolved customer inquiries and complaints via phone, email, and chat, focusing on service and billing issue resolution. Recommended and processed orders for product/service and billing improvements, mediated between customers and internal departments, and maintained accurate records of case resolutions.