Shante Fulton

Dedicated, tech-savvy, and highly adaptable Remote Customer Support Specialist with 4+ years of proven experience in distributed work environments. Expert in managing high-volume data, qualification pipelines, and customer satisfaction metrics independently. Proficient in navigating complex CRM ecosystems, troubleshooting basic technical issues asynchronously, and maintaining top-tier performance with zero supervision.

Lead Development Specialist at Concentrix (2024-09 – Present)

• Lead Qualification: Independently qualify inbound/outbound leads using company guidelines in a fully remote production environment.
• CRM Systems: Maintain meticulous customer records within the CRM platform, analyzing daily workflows to generate weekly performance and pipeline reports.
• Cross-Functional Collaboration: Partner seamlessly with distributed sales teams via Slack and video conferencing to ensure frictionless handoffs of high-value leads.

Customer Service Representative at Best Move Relocation Services (2022-01 – 2024-09)

• Remote Support Operations: Handled customer inquiries, scheduling, and escalation resolution via cloud-based phone systems and high-volume email queues, consistently maintaining a 95%+ satisfaction rating.
• CRM Optimization: Customized and updated Salesforce CRM data structures to eliminate workflow redundancies, boosting team-wide logging efficiency by 15%.
• Virtual Mentorship: Spearheaded the remote onboarding and virtual training of new hires, creating digital training documentation for customer service best practices.
• Strategic Problem Solving: Autonomously addressed and resolved high-stakes client complaints to protect company branding and customer retention.

Sales / Administrative Representative at American Car Center (2020-01 – 2022-12)

• Data Management: Executed highly accurate digital data entry tasks and audited remote customer accounts to minimize errors.
• Digital Communication: Conducted successful promotional negotiations and client follow-ups using targeted email matrices and phone outreach.
• Pipeline Tracking: Managed digital customer lifecycles and interactions inside centralized CRM architecture.

Front Desk / Customer Relations at Jackson Hotel (2017-01 – 2020-12)

• Omnichannel Support: Managed multi-channel customer inquiries, seamlessly balancing in-person guests with incoming phone queues and email support requests.
• Documentation Accuracy: Logged detailed records of client issues and resolutions inside the property management database to ensure successful team shift handoffs.

B.S. in Computer Science – Tennessee State University (2023-01)