Shakele Evan Stokes
Norcross
Summary
Results-driven and detail-oriented IT professional with experience in technical support and customer service. Skilled in troubleshooting, problem-solving, and communication. Currently pursuing a degree in Computer Science at the University of North Georgia. Proven ability to work effectively in fast-paced environments and provide excellent customer service. Proficient in a range of technologies, including payment processing systems and Microsoft Office.
Overview
7
7
years of professional experience
Work History
Credit Card Specialist
U.S. Bank
07.2024 - Current
- Utilized exceptional customer service skills to resolve credit card inquiries, resolve issues, and provide product information to cardholders, while maintaining a high level of accuracy and efficiency in a fast-paced environment.
- Provided detailed information on credit card products, services, and features, including rewards programs, interest rates, and payment terms.
- Assisted cardholders with account management, including activation, payment processing, and credit limit increases.
- Resolved disputes and complaints in a fair and courteous manner, escalating complex issues to senior specialists or management as needed.
- Utilized knowledge of credit card regulations, policies, and procedures to ensure compliance and mitigate risk.
- Collaborated with internal teams, including Customer Service, Sales, and Operations, to resolve issues and improve overall customer experience.
- Maintained accurate records of customer interactions, including call logs, emails, and chat transcripts.
- Participated in ongoing training and coaching to stay up-to-date on product knowledge, industry developments, and company policies.
- Consistently met or exceeded monthly performance targets for customer satisfaction, first-call resolution, and sales referrals.
- Developed and maintained strong relationships with customers, resulting in high levels of customer loyalty and retention.
- Identified opportunities for process improvements and contributed to the development of new procedures and training materials.
Prepaid Card Specialist
U.S. Bank
08.2022 - 07.2024
- Fielded incoming customer calls to deliver high-quality solutions.
- Leveraged deep knowledge and understanding of the banking industry to handle customer inquiries with increasing complexity.
- Generated reports to aid leadership with information to determine future company and team goals.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize payment processing.
- Identified assets of suspects in order to freeze and seize assets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Analyzed financial statements, bank records and government databases to identify fraud and other instances of financial crimes.
Tech support specialist
Fiserv
10.2021 - 03.2022
- Provided expert technical support to small and large businesses, ensuring seamless payment processing and resolving issues with point-of-sale (POS) devices, payment discrepancies, and other technical concerns.
- Assisted merchants with troubleshooting and resolving technical issues with POS devices, payment processing, and related software.
- Collaborated with various alliances, including Wells Fargo, PNC, and individual sales organizations, to resolve complex issues.
- Utilized up to 15 internal systems, including payment research databases and logistics software, to resolve issues in real-time.
- Managed and transported inventory data for merchants using Excel.
- Provided timely and effective solutions to restore service and functionality, minimizing downtime and ensuring business continuity.
- Identified root causes of issues and explained solutions to merchants, empowering them to prevent future problems.
Driver
NAPA
05.2021 - 10.2021
- Ensuring vital auto parts are securely delivered to local mechanic shops and relaying inventory from nearby stores
- My customer service skills are always being used especially when customers have questions about where they can find more information about a part, or our availability of other parts.
- This requires me to always keep a keen eye on the road ,and my orders to make sure I'm precise, safe, and efficient.
Mover
Bulldog Movers
06.2019 - 04.2021
- This position taught me no matter how tough the work gets, you get tougher and makes sure the job gets done with a positive attitude.
- Always treat clients with the utmost respect
- It doesn't hurt to give a smile every now and then, and don't waste their time.
- Moved furniture and moving boxes using utility dolly and truck ramp.
Cutter
Cici's Pizza
06.2018 - 09.2018
- Since this being my first job, it helped develop work ethic, customer service skills, and grit. My first job it helped develop work ethic, customer service skills, and grit.
- Served 100-150 customers per day with near 100% accuracy along with my team
Education
Bachelor of Science - Computer Science
University of North Georgia
05.2028
High School Diploma -
Norcross High School
05.2020
Skills
- Credit analysis
- Dispute Resolution
- Payment Processing
- Client Relationship Building
- Fraud investigation
- Debt management
- Credit adjustments
- Multitasking Abilities
- Account Administration
- Collaborative Team Player
- Remote Technical Assistant
- Customer Service
- Building Customer Loyalty
- Excellent Written and Verbal Communication
Additional Information
Convenience Store/Home Store Owner (6th-11th grade)
- Successfully operated a small retail business with the assistance of my mother, offering a range of prepackaged snacks and warm foods to local customers.
- Developed strong sales and customer service skills, learning to identify and meet customer needs, and build loyalty.
- Demonstrated entrepreneurial spirit and adaptability, managing inventory, finances, and operations.
E-commerce Business Owner
- Leveraged my technical proficiency and customer service expertise to launch an online business, expanding my reach to customers nationwide.
- Utilized my understanding of customer needs and preferences to curate a product offering that resonated with a wider audience.
- Successfully combined my technical and interpersonal skills to build a scalable and customer-centric e-commerce platform.
Timeline
Credit Card Specialist
U.S. Bank
07.2024 - Current
Prepaid Card Specialist
U.S. Bank
08.2022 - 07.2024
Tech support specialist
Fiserv
10.2021 - 03.2022
Driver
NAPA
05.2021 - 10.2021
Mover
Bulldog Movers
06.2019 - 04.2021
Cutter
Cici's Pizza
06.2018 - 09.2018
High School Diploma -
Norcross High School
Bachelor of Science - Computer Science
University of North Georgia
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