Shonte Upshur
Savannah,GA
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Service Representative (Contract)
Liveops
05.2025 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Delivered prompt service to prioritize customer needs.
Linehaul Coordinator
FedEx:Ground
08.2024 - 06.2025
- Closely monitored industry trends to stay informed of potential challenges or opportunities within the linehaul sector.
- Implemented safety protocols for drivers, reducing accident rates and improving overall fleet safety records.
- Facilitated clear communication between drivers, dispatchers, and other stakeholders throughout the shipping process.
- Conducted thorough analysis of linehaul processes to identify inefficiencies, implementing corrective measures that led to enhanced productivity levels.
- Handled day-to-day shipping and receiving overseeing more than 10000 packages per day.
Tax Associate (TurboTax Contract)
Working Solutions
01.2023 - 04.2025
- Maintained detailed records of client interactions and transactions, ensuring the highest level of accuracy and confidentiality.
- Assessed client tax situations to determine best filing options.
- Secured and properly handled confidential data to protect against unauthorized access, improper transmission, and unapproved disclosure.
Teledoc Health Customer Care Rep (contract)
Omni Interactions
03.2021 - 01.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Answering incoming calls, emails, or chats from patients
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with account setup, appointment scheduling, and troubleshooting technical issues related to the Teledoc platform
Operations Administrator
FedEx:Ground
03.2019 - 04.2021
- Served as a liaison between employees and upper management, addressing concerns promptly to maintain a positive work environment.
- Inspected packages for damage, perform address searches and corrections, and prioritize workflow to ensure timely delivery
- Enhanced communication between departments through regular meetings, reports, and updates.
- Served as a frontline contact for customer inquiries, complaints and issues, resolving or escalating them as needed.
- Research missing packages to identify root causes of scanning failures and compile information on disputed deliveries.
Hotel Reservations Agent (contract)
Hilton Worldwide Hotels
05.2015 - 03.2019
- Streamlined reservation processes for increased efficiency and reduced booking errors.
- Enhanced guest satisfaction by efficiently managing reservations and providing accurate booking information.
- Utilized various software systems for efficient reservation processing and data management.
- Achieved high customer satisfaction scores with prompt and courteous service during reservation calls.
- Assisted guests in selecting suitable accommodations based on their preferences and budget.
- Delivered exceptional service through active listening, empathy, and clear communication with guests during phone interactions.
- Contributed to revenue growth by upselling room upgrades, packages, and additional services during the booking process.
Education
No Degree - Health Administration
Piedmont Technical College
Greenwood, SC05.2019
No Degree - Dental Hygiene
Florence Darlington Technical College
Florence, SC05.2006
High School Diploma -
Wilson High School
Florence SC05-2002
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Retail store support
- Service upselling
- Live chat support
- Technical support
- Building rapport
Languages
English
Native or Bilingual
Timeline
Customer Service Representative (Contract)
Liveops
05.2025 - Current
Linehaul Coordinator
FedEx:Ground
08.2024 - 06.2025
Tax Associate (TurboTax Contract)
Working Solutions
01.2023 - 04.2025
Teledoc Health Customer Care Rep (contract)
Omni Interactions
03.2021 - 01.2023
Operations Administrator
FedEx:Ground
03.2019 - 04.2021
Hotel Reservations Agent (contract)
Hilton Worldwide Hotels
05.2015 - 03.2019
No Degree - Health Administration
Piedmont Technical College
No Degree - Dental Hygiene
Florence Darlington Technical College
High School Diploma -
Wilson High School
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