Summary
Overview
Work History
Education
Skills
Timeline
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Sheleiah Poole

Birmingham,AL

Summary

Seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.

Overview

11
11
years of professional experience

Work History

Call Center Representative

Xpanion
, AL
02.2021 - 10.2024
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered 300-500 incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Worked From Home/Remote

Certified Nursing Assistant

Sylacauga Health and Rehab
Sylacauga, Alabama
05.2017 - 02.2021
  • Assisted patients with activities of daily living such as bathing, grooming, and dressing.
  • Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
  • Reported changes in patient condition to registered nurse or physician.
  • Answered call lights promptly and responded to patient needs accordingly.
  • Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
  • Monitored vital signs including blood pressure, pulse rate, respiration rate.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.

Outbound Sales Call Center Agent

Courtesy Call
Sylacauga, AL
05.2013 - 05.2017
  • Conducted outbound calls to existing clients to promote company's products and services.
  • Generated leads through cold-calling techniques and referrals from current customers.
  • Negotiated prices with prospective buyers in order to close sales transactions successfully.
  • Recorded detailed notes about each call interaction into the database for future reference.
  • Provided prompt response time when answering incoming calls from customers or prospects.
  • Established long-lasting relationships with new and existing customers through warm, personable and knowledgeable phone interactions.
  • Seized opportunities to upsell new product offerings to current customers and coached team to upsell.
  • Refined and demonstrated excellent listening skills, asked probing questions, understood concerns, and overcame objections.

Education

Associate of Science - Nursing

T.A. Lawson State Community College
Birmingham, AL

Skills

  • Technical Support
  • Sales closing
  • Data Entry
  • Report Preparation
  • Customer Relationship Management
  • Payment Processing
  • Call logging
  • Call Control
  • Complaint resolution
  • Product Upselling
  • Customer Service
  • Resolving issues
  • Customer Support
  • Professional phone voice
  • Call Center Customer Service
  • Proficiency in Microsoft software
  • Call Center Operations
  • Inbound Phone Call Management
  • Interpersonal Skills
  • Sales expertise
  • Call documentation skills
  • Performance monitoring
  • Call controlling
  • Call handling
  • Account Management
  • 55 WPM
  • Appointment Scheduling
  • Excellent customer service
  • Work From Home/Remote Experience
  • Customer Relationship Management (CRM)
  • Lead Generation
  • Multi-line phone talent
  • Skype

Timeline

Call Center Representative

Xpanion
02.2021 - 10.2024

Certified Nursing Assistant

Sylacauga Health and Rehab
05.2017 - 02.2021

Outbound Sales Call Center Agent

Courtesy Call
05.2013 - 05.2017

Associate of Science - Nursing

T.A. Lawson State Community College

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Sheleiah Poole