Summary
Overview
Work History
Education
Skills
Languages
Timeline
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SHANTEA J. WHITEHEAD

Charlotte

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

20
20
years of professional experience

Work History

Courier Contractor

Amazon
09.2020 - Current
  • Managed delivery routes to ensure timely parcel distribution and customer satisfaction.
  • Coordinated logistics with team members to optimize delivery efficiency and reduce delays.
  • Developed strategies for effective time management, improving overall delivery turnaround times.
  • Demonstrated adaptability when managing unexpected changes in delivery schedules due to unforeseen circumstances.
  • Increased customer satisfaction through prompt and professional communication during pick-ups and deliveries.

Customer Service Billing Representative

Charter Communications
07.2023 - 05.2025
  • Collaborated with management and tier II technical support on customer escalations
  • Empathized accurately addressing utility billing needs
  • Established growing professional, and positive relationships with Spectrum Customers
  • Operated multiple office devices, and software to provide the best support

Customer Service Coordinator

NJ Work Tech Solutions
07.2019 - 12.2022
  • Coordinated customer service operations, ensuring timely resolution of inquiries and issues.
  • Analyzed resource allocation. customer feedback to identify trends and drive improvements in service delivery.
  • Reviewed performance metrics to ensure compliance with quality standards and best practices.
  • Streamlined communication processes between departments, reducing response times for client queries.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.

Patient Coordinator

Fresenius Medical Care
05.2018 - 05.2019
  • Facilitated high-volume case management process to procure medically necessary procedures
  • Coordinated scheduling and reasonable accommodations pertaining to travel
  • Liaised with interdepartmental medical professionals to secure treatment facilities
  • Verified medical records were available for review

Customer Service Representative

Alorica
08.2013 - 05.2018
  • Resolved billing services inquires by identifying cause for a wireless service provider
  • Recommended technical solutions with Tier I troubleshooting
  • Reestablished service after disconnects

Retail Sales Consultant

Verizon Wireless
06.2005 - 02.2013
  • Generated Tier I troubleshooting for wireless devices to identify cause and resolution
  • Analyzed wireless utility billing interpretation
  • Enhanced and grew existing customer base with new account service acquisitions

Education

Master of Business Administration - Managerial Leadership

Piedmont University
Demorest, GA

Bachelor of Science Degree - Fashion Merchandising and Apparel Design

Georgia Southern University
Statesboro, GA

Skills

  • Customer service
  • Documentation skills
  • Deadline oriented
  • Multitasking and organization
  • HIPAA compliance
  • Business processes and procedures
  • Delivering medical records

Languages

Spanish
Limited Working

Timeline

Customer Service Billing Representative

Charter Communications
07.2023 - 05.2025

Courier Contractor

Amazon
09.2020 - Current

Customer Service Coordinator

NJ Work Tech Solutions
07.2019 - 12.2022

Patient Coordinator

Fresenius Medical Care
05.2018 - 05.2019

Customer Service Representative

Alorica
08.2013 - 05.2018

Retail Sales Consultant

Verizon Wireless
06.2005 - 02.2013

Bachelor of Science Degree - Fashion Merchandising and Apparel Design

Georgia Southern University

Master of Business Administration - Managerial Leadership

Piedmont University

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SHANTEA J. WHITEHEAD