SHANIKA GRAHAM
Summerville
Summary
Tech-savvy and customer-focused professional with over 10 years of experience in customer service, technical support, and training. Proven ability to troubleshoot complex hardware/software issues, onboard and support large employee groups, and deliver engaging training sessions. Recognized for strong communication, problem-solving, and leadership skills with a passion for driving customer satisfaction and success.
Overview
13
13
years of professional experience
Work History
Customer Service Champion 2
03.2017 - Current
- - Supported customers with billing inquiries, technical troubleshooting, and account management.
- - Promoted upgrades and add-ons, contributing to increased customer retention.
- - Handled escalated issues across multiple communication channels.
T740 Migration End User Support
Verizon
01.2023 - 11.2023
- - Led successful migration of 8,000+ employees to updated systems with minimal disruption.
- - Provided Tier 1 support for hardware, software, VPNs, and VoIP systems.
- - Utilized UC Tools and Zabbix to monitor and resolve technical issues.
Learning & Development Specialist
Verizon
07.2022 - 01.2023
- - Designed and implemented tailored learning plans for new hires, including refresher courses and job aids.
- - Facilitated training sessions, webinars, and virtual events to support onboarding and continuous learning.
- - Delivered feedback and coaching based on real-time observation of service calls.
Customer Service Representative
Iqor
06.2012 - 03.2017
- - Resolved billing and service issues for inbound customers.
- - Assisted with online navigation and educated customers on product features.
Education
Associate in Science (A.S.) - Criminal Justice
Denmark Technical College
Denmark, SC05.2012
High School Diploma -
Baptist Hill Middle High School
06-2010
Skills
- Technical troubleshooting expertise
- Customer service expertise
- Training program development
- Mediation and dialogue facilitation
- Technical application assistance
- - Microsoft Office, Google Workspace, Smartsheet
Timeline
T740 Migration End User Support
Verizon
01.2023 - 11.2023
Learning & Development Specialist
Verizon
07.2022 - 01.2023
Customer Service Champion 2
03.2017 - Current
Customer Service Representative
Iqor
06.2012 - 03.2017
Associate in Science (A.S.) - Criminal Justice
Denmark Technical College
High School Diploma -
Baptist Hill Middle High School
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