SHANTELLE WHEATLEY
Fairfield West, Sydney ,NSW
Summary
I believe I am a dynamic Executive Escalations Specialist with expertise in root cause analysis, account handling skills, disputes and conflict resolution. I am efficient at transforming customer complaints into satisfactory resolutions thus enhancing the overall customer satisfaction and loyalty. I also have expertise in customer service roles. My strengths include good communication, both oral and verbal, problem-solving skills, and the ability to handle multiple tasks simultaneously, keeping in mind the company policies.
Overview
5
5
years of professional experience
Work History
Executive Escalations Specialist
PAYPAL PRIVATE LTD.
04.2020 - 01.2023
- In this role, the customer's complaint had to be collected from the Better Business Bureau's website after which the customer's account had to be thoroughly researched until the root cause of the problem was identified. This could include contacting multiple departments involved within PayPal and even third party companies where the problem could have been initiated. Research of calls and the chat history had to be reviewed. As the Executive Escalations department was the last point of contact for the customer I had to take ownership and accountability to resolve the customer's concerns before the response was posted back to the Better Business Bureau in the form of a detailed email outlining the problem and the resolution taken to fix it from our end.
- I was successful by exceeding customers' expectations while also being able to meet performance goals.
Customer Service Representative
PayPal PVT LTD
07.2018 - 03.2020
- In this role, I resolved customer complaints efficiently keeping in mind both the customers requirements and the company policies. Escalations were redirected to the right department if required. Resolutions were provided within the given time frames that were promised and each complaint was treated with utmost dedication and empathy thus resulting in satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
MBA - Financial Management
Annamalai University
06-2022
Bachelor of commerce - Finance
Christ (Deemed To Be University), India
Bangalore 04-2018
Higher Secondary - Commerce
St. Joseph's Convent
Coonoor 03.2015
SSLC - Science
St. Joseph's Convent
Coonoor03.2013
Skills
- Account management
- Conflict resolution
- Customer engagement
- Cross-departmental collaboration
- Effective communication
- Customer service
Accomplishments
- Received best performer award from PayPal for Q3 during the annual rewards and recognition program.
- Delf A1 and A2 certified by French Government completed from Alliance Francaise Bangalore
Academic Courses
- Accounting
- Tax & Auditing
- Finance
- Economics
- Human resources
- Banking & Insurance
- Marketing
Volunteer work
May 2023 - September 2023
Transcultural Mission
In this NGO I helped with educating children who belonged to very poor family backgrounds teaching them their basic everyday tasks and helping them with their studies.
May 2024- November 2024
Ultimate Health Greystanes
I handled the day to day administrative tasks by booking new customer appointments, rescheduling or cancelling appointments. Took care of the billing according to the individual's health scheme and handled any after care requirements needed by them.
Timeline
Executive Escalations Specialist
PAYPAL PRIVATE LTD.
04.2020 - 01.2023
Customer Service Representative
PayPal PVT LTD
07.2018 - 03.2020
MBA - Financial Management
Annamalai University
Bachelor of commerce - Finance
Christ (Deemed To Be University), India
Higher Secondary - Commerce
St. Joseph's Convent
SSLC - Science
St. Joseph's Convent
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