Shannon Klassen
@shannonklassen
I resolve customer issues, retain memberships, and support billing, orders, connectivity, and account services.
South AfricaWhat I'm looking for
I've supported customers across Telkom Mobile, Home-Connect, Instacart, Bed, Bath & Beyond, and property appraisal services, resolving account, billing, order, and service issues.
At ISON Xperiences, I handle Instacart+ membership cancellations, retention conversations, and eligible refunds. I previously supported Instacart customers with online orders, cancellations, rescheduling, item issues, refunds, credits, payment methods, and redeliveries.
At Home-Connect, I assisted with billing queries, Fibre applications, coverage checks, password changes, network issues, FNO tickets, cancellations, upgrades, downgrades, address moves, and ownership transfers.
My experience also includes Telkom Mobile retentions, prepaid and internet queries, online returns and replacements, and guiding property owners through exemptions and online protests. I was recognized as Social Media Agent of the Month at Home-Connect in September 2024.
Experience
Work history, roles, and key accomplishments
Retentions Specialist
ISON Xperiences
May 2026 - Present (3 months)
Handled cancellation requests for Instacart+ memberships, aiming to retain customers. Processed cancellations and refunds when necessary.
Customer Service Representative
ISON Xperiences
Jan 2026 - Apr 2026 (3 months)
Assisted customers with online shopping orders for Instacart, including placing, canceling, and rescheduling orders. Resolved order and billing issues.
Customer Service Representative
Home-Connect
Aug 2024 - May 2025 (9 months)
Assisted customers with billing queries, coverage checks, fibre applications, and technical issues. Handled password changes, network issues, and service modifications.
Customer Service Representative
Quantanite
Feb 2024 - Apr 2024 (2 months)
Assisted customers with returns for Bed, Bath & Beyond (UK), including refunds, replacements, and escalations.
Retentions Agent
Startek Aegis
Oct 2020 - Jan 2024 (3 years 3 months)
Handled inbound calls for Telkom Mobile retentions, including cancellation requests, upgrades, and billing disputes. Managed online cancellation cases and coordinated with CourierIT for deliveries.
Customer Service Representative
Startek Aegis
Feb 2019 - Oct 2020 (1 year 8 months)
Received inbound calls from Telkom mobile customers for prepaid related queries and internet connection queries.
Sales Representative
KSS Cellular PTY (Ltd)
Oct 2018 - Jan 2019 (3 months)
Made outbound calls to clients for Data Discovery authorized by Direct Axis. Participated in an ABSA campaign dealing with First Federal Investments on behalf of ABSA Bank.
Education
Degrees, certifications, and relevant coursework
Willow Crescent Secondary
Matric, General
Completed secondary education and obtained Matric certificate.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Job categories
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