Shannon Klassen
Customer Service Representative
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About
To work in an environment which encourages me to succeed and grow professionally where I can utilize my skills and knowledge appropriately.
Experience
Sales Representative at KSS Cellular PTY (Ltd) (2018-10 – 2019-01)
- To make outbound calls to clients for Data Discovery that is authorized by Direct Axis.
- Part of an ABSA campaign which was dealing with First Federal Investments on behalf of ABSA Bank.
Customer Service Representative at Startek Aegis (2019-02 – 2020-10)
Service consultant receiving inbound calls by Telkom mobile customers for prepaid related queries as well as internet connection queries.
Retentions Agent at Startek Aegis (2020-10 – 2024-01)
- Receiving inbound calls for Telkom Mobile Retentions for cancelation requests.
- Upgrades on sim cards and devices.
- Assisted with online cancelation requests cases and closing the cases.
- Upgrades, which includes sending debit mandates as well as migrations and downgrades.
- Cancelations, number changes, billing disputes and callbacks are what I assisted customers with as well.
- Follow up with CourierIT regarding deliveries and cancelation of pending orders.
Customer Service Representative at Quantanite (2024-02 – 2024-04)
Bed, Bath & Beyond (UK)
- Assisted customers with returns of items they purchased on the Bed, Bath & Beyond website.
- Refunds
- On-hold & Immediate Replacements
- Side-by-side Shopping
- Escalations
Customer Service Representative at Quantanite (2024-04 – 2024-07)
William Central Appraisal District (UK)
- Assisted property owners by confirming if they have active exemptions.
- What the exemptions mean and how to apply for the following exemptions: Homestead Exemption, Over 65 and Older Exemption, 100% Disabled Veteran Exemption, Disabled Person's Exemption, Standard Disabled Veteran
- Assisted property owners by guiding them on how to file an Online Protest and advise on the terms and conditions.
- Assist with advising property owners to update their mailing address, name correction, situs correction and contact information
Customer Service Representative at Home-Connect (2024-08 – 2025-05)
- Assisted customers with billing queries.
- Checked coverage and assisted with Fibre applications.
- Advised on the processes.
- Assisted with password changes, network issues, logging tickets to FNOs, cancelations, upgrades, downgrades, move of address and transfer of ownerships.
Customer Service Representative at ISON Xperiences (2026-01 – 2026-04)
Instacart Campaign
- Assisted customers with online shopping orders, placing the orders, canceling the orders, rescheduling orders, any order/item issues that the customer has, be it incorrect items, wrong replacements, damaged items and any other item issues the customer might have.
- Assisted customers with their billing issues too, be it refunds, credits, payment method issues and redelivery on their orders if required
Retentions Specialist at ISON Xperiences (2026-05 – Present)
- Assist customers with cancelation of their Instacart+ Membership and have to try and retain them, however if the customer is not interested we are required to cancel the membership and provide a refund if eligible.
Education
Matric in 12 – Willow Crescent Secondary (2014)
