1. SHANNON PEREZ
1100 Indian Trail Rd, Apt. # 2516, Norcross, Georgia 30093 | C: (678) 665-4054 | Shannvasquez76@gmail.com
Summary
Experienced Customer Support driven to exceed company goals delivering solutions to problems while effectively building
loyalty and creating positive experiences through high quality customer care.
Highlights
Effective team player Fluent in Spanish
Flexible scheduling Dependable and reliable
Troubleshooting proficiency Exceptional telephone etiquette
CRM systems Creative problem solving
Results & Resolution oriented AS400 Systems
Simulcast Support
Experience
Senior Online Customer Care Coordinator 07/2008 to Current
COX Enterprises, Inc- Manheim Atlanta, Georgia
Responding to dealer inquiries, problems, or concerns and escalate for prompt resolution
Educating and training customers on Manheim, OVE, Simulcast, and all company products available on-line
including mobile applications and web site
Providing on-line and remote desktop technical support for operating systems such as Microsoft Windows XP,
Windows 7, Windows 8, and MAC usage of site and products
Developing and strengthening relationships with dealers over the Internet, scheduling contact, meetings, and
feedback
Serving as a one stop contact for buyers, sellers, and employees alike
Accepting and Processing Global Payments for collections department
Assisting with online, arbitration, and customer care issues
Identifying sold units and facilitated transactions
Confirm and provide availability, location of vehicle, and title status
Coordinate and process payment of funds to facilitating locations using GlobalPay Systems and CHASE Paymentech
Actively participate in customer support excellence
Perform all other duties assigned by management team including group projects and presentations
Coordinated and performed consistent new release training classes for co-workers
Participated in the Manheim Online Customer Care Fun Committee
Consulted as new hire mentor
Subject matter expert in Manheim, Simulcast, OVE, and MyAccount
Open communication with auction teams, Tier 2 support, and application support groups
Simulcast Auction Support Team ensuring customer satisfaction by responding to Help Desk calls and emails
Logging all customer inquiries and issues in incident management systems, such as CRM and Remedy until
resolution and incident closure
Ensuring timely and accurate escalation of customer issues by documenting the impact to the customer and
assigning an appropriate priority and resolution target
Conducting first level problem determination using documented procedures and available tools
Initiating escalations as appropriate to ensure management awareness of issues that are critically impacting to
customers and support alike
DealerMatch customer support
Bilingual Patient Service Representative 07/2007 to 01/2008
NCDR, LLC Smyrna, Georgia
Ensured all provider schedules are appropriately populated
Inbound and outbound call management
Confirmed appointment Scheduling and re-scheduling
Appropriately responded to patient inquiries via telephone following established protocols
Followed procedures for verification of patient demographics information including insurance verification prior to the
patient visit whenever possible
Documented and processed medical record requests

2. 10/2006 to 06/2007
Procter & Gamble Atlanta, Georgia
Provided bilingual data administration for the Atlanta Sourcing Center
Identified analysis, classification and maintenance of specified organization's data and data relationships of clients
and vendors
Dedicated support to the development of long-term client/vendor partnerships
Qualified vendor reviews, updating data files and handling contract renewals
Ensured service updates for purchase order confirmation as well as insurance coverage requirement enforcements,
exception requests, and confirmations with buyers through legal departments
Thorough source analysis for client relations, implementing procedures, and inputting detailed processing
specifications for each data entry, update and query
Monitored multiple project lists handled in accordance to time zones requiring weekly status spreadsheet reports to
each project manager
Bilingual Technical Support Analyst | Customer Care Manager 06/2005 to 10/2006
i2Telecom International, Inc Atlanta, Georgia
Researched and resolved issues escalated from customer support team, hardware support team, and management
team within appointed service level agreements
Duplicated issues for troubleshooting on an in-house environment
Analyzed and edited documented escalated issues for the Technical Support Supervisor or Manager in order to
further to Product Management and/or Product Development accordingly
Completed special management assigned projects
Provided on call after hours weekend support on a rotational basis
Represented technical support for Tier 2
Identified fraud and blacklist verifications
Processed returns and refund verification/executions and trouble ticket entries
Represented customer care, customer relations, ensured order confirmations, and equipment reconfiguration
support
Provided software and hardware application support for (VoIP) Voice Over IP products
Skills
Microsoft Office Suite | Spanish Translation (Written and Verbal) | Product Management | Meeting Coordinator |
Scheduling | Service Level Agreements | Public Relations | Technical Writing | Editing | Strategic Planning | Technical
Support Telecommunications | Typing 60 – 70wpm | HTML (Basic) | Adobe Photoshop | Exchange | Outlook | Problem
Resolution | Data Entry | Billing | Collections | PowerPoint | Windows Operating Systems (Proficient) | MAC (Basic) |
Remote Desktop Support | Auction Support
Education and Training
Jersey City State College with Fine Arts Scholar Program, ATC I & ATC II
GA-12 Hours of DHR approved workshops in childcare and Management Training
12hours Fair Housing courses
Studied via on-line web course environment for web design with Adobe Photoshop CS & Dreamweaver 8
Assisted local church website administrator in design, forum build & administration, media communications
department, and Spanish/English translations, as well as editing, public relations, youth & music ministries
7 Habits of Highly Effective People- Signature Series Workshop
Community Service
Habitat for Humanity Volunteer 2009, 2010, 2013, & 2014 | Atlanta Tool Bank Volunteer- Home Renovation Team 2011 & 2012
Volunteer for Atlanta Penny Sales Tax Campaign 2012 | Volunteer with Atlanta Habitat Coalition 2012