Shundra White

130 Wilkinson Street

Jackson, TN 38301

Home: 731-736-3543

Shundramichellewhite@gmail.com

Dedicated customer service manager with over 5 years of experience in product sales, mobile
communication settings, clinical office and medical assisting. Consistently achieve record-high customer
satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Collections

Customer Satisfaction Enhancement

Front-End Supervision
Product Sales

Teambuilding & Training

Order Fulfillment
Medical Office Assistant

Professional Experience
SITEL / DIRECTV
9/13 - current

Nashville, TN

Work from home Customer Care Professional

Classified as and advanced customer experience professional (ACE2)

Received Inbound calls relating to activating DIRECTV equipment

Handled customer account maintenance

Setup payment arrangements and processed billing payments.

Assistant customers with troubleshooting steps to fix issues with DIRECTV equipment

Setup Service calls for customer issues

Ordered equipment and setup installation dates that required informing customers of all disclosures for
ordering new equipment

Maintained sales quota of DIRECTV products

Ranked in top 20 consistently in the sales of equipment and other DIRECTV products

Assisted new DirecTV employees with DirecTV customer issues

West At Home LLC Memphis, TN

9/07 09/13
Customer Care Professional

Took calls in a scripted environment for a variety of television products ranging from exercise equipment,
cosmetics and entertainment

Answered calls for Citi Mortgage customers who responded to a newspaper ad for the Citi Mortgage
homeowners assistance program.

Processed calls for the Home Shopping Network during peak season.

Processed calls for Cricket Communications. Assisted customers with activations and processed monthly
payments

Employment Staffing Inc./Disney Memphis, TN

02/12 09/12

Guest Services Representative

Assist Disney guest with order placement

Solved defective order issues by replacing items

Floor supervised 30 guest services representatives

Supervise, coach, monitor, advise and provide feedback to associates to achieve individual and department
goals. Ensure resolution of escalated customer service issues.
Implemented policies and procedures and recommend new approaches to effect continual improvements in
efficiency of the department.
Assisted guests through online chats
Worked with social media for disneystore.com

Convergys Cinncinati,OH
06/11 01/12

Customer Service & Sales/DIRECTV

Advanced the customers experience by assisting with the activation of new

DirecTV equipment

Handled technical support calls to assist the customer with satellite dish error
messages

Processed payments

Setup payment schedules

Explained customer bills

Sold DIRECTV additional products and features excelling past sales requirements
of 11% per week and averaging 22% per week.

Alpine Access Memphis, TN

08/09 10/10
Lead in Finance Escalations/Sprint, 01/10 to 10/10
Customer Care Professional/Sprint Billing, 08/09 to 01/10
Promoted to lead position to handle escalated customer billing issues and to perform tasks with customer sensitive
information while supervising 100+ customer care professionals

Handled customer calls escalated by customer care professionals concerning customer complaints and
customer billing issues.

Processed a serious of different payment types for business and personal accounts

Negotiated and extended payment schedules

Navigated the internet and various computer applications to handled job specific tasks

Answered customer requests for equipment and activations

Med Temps

Memphis, TN

6/06 to 12/06

Clinical/Office Medical Assistant

Triaged and monitored vitals for neurological, maternity and gastrointestinal patients

Kept a record of patient vitals and entered them into the computer system

Assisted in minor neurological surgeries

Over seed the clearing and delivery of medical equipment to various hospital rooms

Education and Training

Bethel University,

Memphis, TN

01/08 to Current

Business Management

Delta Technical College, Southaven, MS

Medical Assistant

9/05 6/06