Shanella Pearson

SHANELLA PEARSON-- • Call Center • Office Administration • Leasing Profile • • • • Detail-oriented professional with 15 years of progressive call center experience Excellent Administration skills: Windows XP, Outlook, PowerPoint, Siebel, Cops and Smc etc. Quick leaner who is dependable, friendly, organized and hard working Strong interpersonal skills: excel in complex customer problems and strategies Professional Experience: 09/2016-10/2020 Nissan (NMAC) Lease Customer Network Dallas, TX Receives and responds to incoming calls and correspondence from customers, dealers, banks, and other outside agents requesting assistance, information, or documentation on their accounts in a professional manner. Investigate and resolve complex problems and issues. Document system applications with customer information, changes to personal information and credit ratings during conversation with customers. 05/2014-05/2016 PROTECTION ONE (call center) Customer Service Representative Dallas, TX Monitor alarms systems for commercial businesses and residential customers. Follow protocol on each account and document actions. Work with internal and external calls that have been exculated to my level. Interact with cooperate level leaders to ensure needs are met with no delay. Accurately type 40+ words per minute with 10 keystrokes. Maintaining work in a fast-paced high volume, metrics-driven call center 01/2009-02/2010 ADVANCED SERVICE (GE call center) Customer Relations Advocate Memphis, TN Interacted extensively 3 commercial accounts including: Lowes, Pacific sales and Tri-city sales. Successfully resolved customer’s complaints and concerns with a one call resolution. Maintain excellent quality scores, cph and after call. Advanced computer skills: Seibel, Windows XP Outlook, SMC, cops (CICS) and InfoBase Education Concorde Career CollegeCertified Medical Assistant Accumulated Additional hours in Windows / Office documents Memphis TN GPA 3.0/4.0