Shanta Manuel

Customer service and support professional with experience in live chat, email, phone support, account maintenance, issue resolution, and administrative support. Skilled in troubleshooting, de-escalation, documentation, customer account updates, and following standard operating procedures. Known for professionalism, accuracy, empathy, and meeting quality and service goals in fast-paced environments.

Customer Support Agent - FanDuel - Waco, TX

(2022-12)

• Provide customer support through live chat and email, resolving account, product, and service issues with professionalism and accuracy.
• Review customer concerns, identify root causes, and follow standard operating procedures to troubleshoot and resolve issues efficiently.
• Document interactions, account updates, and resolutions clearly to maintain accurate records and support service quality standards.
• Escalate unresolved or high-impact issues to the appropriate teams and collaborate to ensure timely resolution.
• Analyze recurring customer issues and feedback to identify trends and recommend service improvements.
• Support a positive customer experience by using strong communication, empathy, de-escalation, and problem-solving skills.

Advisor I, Customer Service - Concentrix - Waco, TX

(2021-11 - 2022-01)

• Maintained accurate customer account information using manual and digital systems.
• Assisted customers by phone and in person, answered questions, and resolved service-related concerns.
• Followed up on open and resolved issues to ensure customer satisfaction and adherence to service expectations.
• Met quality standards, followed call guidelines, and supported team productivity in a fast-paced service environment.

Package Handler / Warehouse Material Handler - Army & Air Force Exchange Service (AAFES) - Waco, TX

(2018-08 - 2020-01)

• Prepared pallets and processed shipping and receiving tasks to support accurate and timely distribution.
• Used handheld scanners, logs, and inventory records to track item movement and maintain accuracy.
• Inspected shipments for damage and discrepancies to prevent fulfillment and logistics errors.

Kitchen Manager / Crew Member / Customer Service Representative - Chick-fil-A - Waco, TX

(2014-10 - 2017-11)

• Managed inventory and supervised a team of 8 to 10 employees in a high-volume customer service environment.
• Handled customer concerns, resolved complaints, and implemented corrective actions to maintain satisfaction.
• Trained team members on safety procedures, customer service expectations, and daily operations.

Personal Care Assistant - Girling Home Health - Waco, TX

(2011-08 - 2013-06)

• Assisted clients with daily living activities, wellness support, and routine care needs.
• Scheduled medical appointments and provided transportation to help maintain continuity of care.

Crew Member / Cashier Team Lead / Customer Service - MOOYAH Burgers, Fries & Shakes - Waco, TX

(2010-01 - 2011-07)

• Delivered front-line customer service, processed payments, and resolved routine service issues.
• Escalated complex concerns appropriately and supported daily team operations.

Automated Logistical Specialist (92A) - United States Army Reserve - Waco, TX

(2001-12 - 2009-12)

• Managed inventory, stock control, and material distribution in accordance with operational requirements.
• Maintained accurate supply records and supported timely fulfillment of orders and logistics requests.

Associate of Science - Health Science, Medical Administrative Assistant - Ultimate Medical Academy (2021-11)