DE'QUAN SHURN
Huntersville
Summary
Versatile and solutions-driven customer service professional with extensive experience in high-volume call centers, client support, and administrative operations. Skilled at managing multi-line phone systems, coordinating schedules, verifying critical information, and resolving complex issues with accuracy and professionalism. Known for active listening, clear communication, and the ability to stay composed in fast-paced, structured environments. Brings a proven history of delivering exceptional customer experiences, maintaining precise documentation, and adapting quickly to new systems, workflows, and industry requirements.
Overview
13
13
years of professional experience
Work History
Senior Implementation Coordinator
Wells Fargo
Huntersville
07.2022 - Current
- Managed client communications, coordinated service changes, and supported technical troubleshooting for online systems.
- Maintained accuracy in records and documentation, ensuring compliance with company policies and industry standards.
- Collaborated cross-functionally to identify and resolve issues efficiently, escalating complex concerns when needed.
- Delivered customer education on processes and tools, reducing repeat inquiries and improving satisfaction scores.
NBBC Customer Success Team Lead
Wells Fargo Bank
Charlotte
09.2019 - 07.2022
- Directed inbound/outbound call operations, addressing customer inquiries and resolving service concerns in a timely manner.
- Developed and implemented escalation protocols, improving resolution speed and first-call completion rates.
- Provided coaching and training to team members, fostering accuracy and exceptional service delivery.
- Captured and relayed customer feedback to improve service processes and system functionality.
Phone Banker
Wells Fargo Bank
Charlotte
03.2018 - 09.2019
- Handled multi-line systems, processing transactions, verifying customer identities, and protecting sensitive information.
- Educated customers on online tools, reducing call volumes and improving self-service adoption.
- Escalated urgent issues appropriately, ensuring timely resolution.
Universal Customer Support
Huntington National Bank
10.2015 - 01.2018
- Responded to customer inquiries, opened accounts, and maintained accurate profile data.
- Assisted in preparing financial and account documentation with precision.
- Coordinated follow-ups and ensured client satisfaction through proactive communication.
Customer Account Specialist Team Lead
Comcast
11.2012 - 10.2015
- Managed customer accounts, handled service requests, and resolved escalated concerns.
- Trained staff on call handling, documentation, and compliance standards.
- Delivered consistent service quality in a high-volume, fast-paced environment.
Education
Dental Assistant Certification -
Everest Institute
Dearborn, MISkills
- Multi-Line Call Center Operations
- Patient Scheduling & Appointment Coordination
- Insurance Verification & Data Accuracy
- Customer Service & Issue Resolution
- HIPAA & Confidentiality Compliance
- Technical Troubleshooting (Basic)
- Workflow Adherence & Documentation
- Emergency Call Triage & Escalation Procedures
- Cross-Department Communication
- Microsoft Office & EMR Systems
- Client communication
- Service coordination
- Customer relationship management
- Problem solving
- Attention to detail
- Effective communication
- Time management
- Administrative management
Timeline
Senior Implementation Coordinator
Wells Fargo
07.2022 - Current
NBBC Customer Success Team Lead
Wells Fargo Bank
09.2019 - 07.2022
Phone Banker
Wells Fargo Bank
03.2018 - 09.2019
Universal Customer Support
Huntington National Bank
10.2015 - 01.2018
Customer Account Specialist Team Lead
Comcast
11.2012 - 10.2015
Dental Assistant Certification -
Everest Institute