Shunte Rice
@shunterice
Customer-focused technical support and logistics professional.
What I'm looking for
I am a customer-focused technical support and logistics professional with years of hands-on experience helping customers resolve technical issues and managing order logistics. I excel at clear communication, troubleshooting, and keeping customers satisfied across phone and digital channels.
In my current role as a Repair Agent at Spectrum, I provide technical support for Video, Internet, and Voice services, guiding customers through fixes, documenting interactions, and escalating complex issues. I consistently look for opportunities to improve the customer experience and identify upsell or service-improvement possibilities.
Previously I spent eight years in logistics as a CSR for Rich Products, where I processed and updated orders in SAP, tracked product availability using Power BI, coordinated shipments and transportation, and ensured client satisfaction. I also have experience scheduling and dispatching service appointments through roles supporting installations and field agents.
I bring a practical blend of technical troubleshooting, order-management systems knowledge, and customer-service dedication. I am seeking roles where I can continue to solve problems, improve processes, and contribute to a customer-first team.
Experience
Work history, roles, and key accomplishments
Repair Agent
Spectrum
Jan 2022 - Present (4 years)
Provide technical support and troubleshooting for customer video, internet, and voice services via phone and chat, resolving billing and technical issues and escalating complex cases to improve customer experience.
Logistics CSR
Rich Products
Jan 2014 - Jan 2022 (8 years)
Processed and updated orders in SAP, tracked product availability and shipments using Power BI, and coordinated transportation to ensure client satisfaction with orders and deliveries.
Dispatch / Installer Scheduler
Best Buy (Geek Squad)
Jan 2011 - Jan 2014 (3 years)
Handled incoming calls to schedule and reschedule appointments for customers, agents, and employees, and assisted with customer location and dispatch coordination for installations and service calls.
Education
Degrees, certifications, and relevant coursework
Erie Community College
2015 - 2016
Attended Erie Community College in Buffalo, NY from 2015 to 2016.
Riverside High School
High School Diploma, High School Diploma
2001 - 2004
Attended Riverside technical high school in Buffalo, NY from 2001 to 2004.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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