Alicia Shields
Odessa,TX
Summary
Seasoned professional with 19 years of customer service expertise, including management roles in customer support and service lead positions. Excelled in resolving complex issues, mentoring teams, and enhancing operational efficiency. Seeking a Customer Support Associate role to leverage extensive experience in client relations and remote communication channels.
Overview
23
23
years of professional experience
Work History
Human Resources Manager
Worley Inc
Notrees, Tx
09.2023 - 06.2026
- Developed and implemented human resource framework supporting organizational objectives, coordinated remote interviews, and arranged training programs enhancing employee onboarding.
- Processed incoming shipments, verifying contents against purchase orders to ensure accuracy and compliance.
- Coordinated outgoing shipments and arranged transportation logistics to ensure timely delivery and minimize delays.
- Maintained accurate inventory records using warehouse management systems.
- Obtained required documentation to process shipments and support movement.
Customer Specialist lll
I Drive Safely
Carlsbad, Ca
01.2017 - 07.2023
- Provided exemplary customer service by resolving client inquiries and complex issues across phone, email, and live chat, while mentoring junior representatives to enhance team performance and operational efficiency.
- Resolved customer inquiries effectively using CRM software and tracking systems.
- Assisted customers in navigating online driver safety courses and resources.
- Collaborated with team members to enhance customer service protocols and efficiency.
- Trained new staff on company policies, procedures, and customer service best practices.
Customer Support Manager
Pro Consulting Services
Houston, Tx
01.2005 - 12.2016
- Managed commercial account operations, secured timely debt collections, and resolved service issues through remote communication channels such as chat and email.
- Managed customer support team to ensure high-quality service delivery.
- Developed training programs for staff to enhance product knowledge and skills.
- Implemented customer feedback systems to improve service processes and responsiveness.
Cashier
Wal-Mart
Houston, Tx
11.2003 - 12.2004
- Handled transactions, addressed customer inquiries, assisted with sales, and processed returns/exchanges, ensuring high customer satisfaction and operational accuracy.
- Operated cash register and processed customer transactions efficiently.
- Assisted customers with product inquiries and store locations.
- Managed cash drawer and ensured accurate cash handling procedures.
Education
High School Diploma -
Gulf Shores Academy
Houston, TXSkills
- Human Resources Software
- Employee Records Management
- CRM software
- Microsoft Excel
- Microsoft Word
- Active Listening
- Problem-Solving
- Compliance Management
- Leadership
- Time management
- Basic Computer Skills
- Active Listening
- Effective communication
- Word Processor
- Compliance Management
Timeline
Human Resources Manager
Worley Inc
09.2023 - 06.2026
Customer Specialist lll
I Drive Safely
01.2017 - 07.2023
Customer Support Manager
Pro Consulting Services
01.2005 - 12.2016
Cashier
Wal-Mart
11.2003 - 12.2004
High School Diploma -
Gulf Shores Academy