Shellie Bell
St Rose,LA
Summary
Customer service and Senior Advisor professional with over 20 years of experience providing exceptional customer support, resolving complex billing and technical support issues across multiple products and services. Ability to handle escalated calls, de-escalate challenging customer interactions, and provide resolutions according to the company's policy. Recognized for strong communication, empathy, attention to detail, and the ability to mentor team members while meeting performance and quality metrics.
Overview
29
29
years of professional experience
Work History
Customer Service Experience Manager II
CONDUENT COMMERCIAL SOLUTIONS
08.2020 - 12.2025
- Provided advanced technical support and troubleshooting for complex customer issues.
- Assisted with product set up, usage, account management and billing.
- Mentored and trained new advisors.
- Met monthly goals by achieving customer satisfaction survey and quality assurance scores.
Accounting Clerk
ABBOTT LABORATORIES
12.2009 - 10.2019
- Managed the accuracy and timely processing of all bank deposits about $8M per month for two bank accounts.
- Accelerated the closing process by implementing a cash receipt import to reduce the manual process of posting checks by 95%.
- Researched and reconciled any discrepancies with payments received and bank balances.
- Prepared balance sheet schedules for intercompany transfers, credit cards, and unapplied cash for month end closing.
Customer Service/Sales Representative
LAGASSE SWEET INC
05.2002 - 03.2009
- Provided customer service and account management services.
- Identified customer's issues and took the appropriate corrective action and resolved the issue 100% of the time.
- Contributed to an 8% sales increase by utilizing product knowledge and sales techniques to up sell products.
Collection Representative
SEARS ROEBUCK
06.2000 - 05.2002
- Resolved accounts 30-60 days past due.
- Determined the cause of delinquency and best course of action to assist the customer and offer payment plans and extensions based on the customer's financial situation.
Customer Service/Sales Representative
ORECK CORPORATION
01.1999 - 05.2002
- Answered inbound queue calls assisting customers with questions regarding products and pricing.
- Increased personal monthly sales goals from selling 10-15 vacuums to 30-40 vacuums per day by attending sales conferences that increased product knowledge and successfully sell and upsell products to new customers.
- Performed 100% rating with quality assurance monitoring tests by following the company's phone policy.
Customer Service Representative
JCPENNY
04.1997 - 12.2001
- Greeted and assisted customers with product selections and purchases.
- Boosted sales by upselling products and making recommendations based on customer needs.
- Assisted with marketing by arranging merchandise, prepared displays to achieve departmental sales goals.
- Assisted with cash management balancing cash drawers at the beginning and end of the shift.
Education
A.S. - BUSINESS ADMINISTRATION
DELGADO COMMUNITY COLLEGE
New Orleans, LA05.2015
Skills
- Strong verbal and written communication
- Prioritization and organization skills
- Strong organizational skills
- Data Entry
- Problem-solving and support skills
- Effective communication skills
- Experienced in addressing intricate billing and technical problems
- Detail-oriented analysis
- Responsive to new challenges
- Active listening
- Effective listening
Timeline
Customer Service Experience Manager II
CONDUENT COMMERCIAL SOLUTIONS
08.2020 - 12.2025
Accounting Clerk
ABBOTT LABORATORIES
12.2009 - 10.2019
Customer Service/Sales Representative
LAGASSE SWEET INC
05.2002 - 03.2009
Collection Representative
SEARS ROEBUCK
06.2000 - 05.2002
Customer Service/Sales Representative
ORECK CORPORATION
01.1999 - 05.2002
Customer Service Representative
JCPENNY
04.1997 - 12.2001
A.S. - BUSINESS ADMINISTRATION
DELGADO COMMUNITY COLLEGE