Summary
Overview
Work History
Education
Skills
Timeline
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JoElla Hensley

JoElla Hensley

Claremore,Oklahoma

Summary

To secure a challenging position in a dynamic organization that will allow me to leverage my 3 plus years of customer service experience and 1 year of supervisory expertise. With proficiency in Microsoft Office and exceptional communication skills, I am results-driven and possess excellent problem-solving abilities. My goal is to contribute my knowledge and skills to drive my growth, exceed targets, and positively impact the success of the organization and I am committed to. I thrive in a company where I'm making a positive impact in the world and helping those in need.

Overview

16
16
years of professional experience

Work History

Contact Center Supervisor

Velawcity
Scottsdale, AZ
07.2022 - Current
  • As a Contact Center Supervisor, I am responsible for supervising the day-to-day operations of a legal services contact center. The role involves overseeing a team of customer service representatives to ensure exceptional customer service is provided to clients.
  • I Supervise the daily operations of a contact center team, including coaching and mentoring team members to ensure they meet performance targets and deliver high-quality customer service.
  • Ensure compliance with all legal and regulatory requirements in the provision of legal services.
  • Develop and implement effective coaching techniques to help customer service representatives improve their communication and problem-solving skills.
  • Resolve escalated customer issues promptly and efficiently and ensure that customers receive timely and accurate responses to their inquiries.
  • Manage employee timecards, approve time off requests, and initiate disciplinary action management.
  • Spearheaded Velawcity CSR newsletter.

Client Service Representative

Velawcity
Scottsdale, AZ
11.2019 - 06.2022
  • In this role I was responsible for receiving and qualifying prospective clients for law firms.
  • I was responsible for managing the process of onboarding new clients and evaluating claims.
  • My daily responsibilities included keeping accurate and updated notes concerning potential clients. Setting scheduled call backs, entering accurate client information, following a script to obtain the most accurate information, qualifying and disqualifying clients, sending electronic and paper documents, handling a high call volume, and keeping clear communication with management to problem solve.

Shipping Clerk

American Association of Petroleum Geologist
Tulsa, United States
11.2007 - 08.2009
  • In this one person role I independently, displayed the ability to handle a high volume of incoming orders in an efficient manner.
  • Pulled orders for all geological material and shipped orders to members domestic and foreign, via UPS, FedEx, and USPS.
  • Kept a strict ledger of all geological educational material, as well as implement an organized system of all inventory.
  • Demonstrated the knowledge and ability to handle customer complaint, and initiate quick resolutions to retain high levels of customer satisfaction.

Education

G.E.D -

Jenks High School
1996

Skills

  • Microsoft Office-Teams, Word, Excel, Outlook
  • Teamwork and Collaboration
  • Multiple dialer applications
  • ObserveAI
  • LMS 365
  • My 90 Ninety
  • Monday
  • Quality Assurance
  • Organizational Skills
  • Multitasking
  • Empathy
  • Detail Oriented

Timeline

Contact Center Supervisor

Velawcity
07.2022 - Current

Client Service Representative

Velawcity
11.2019 - 06.2022

Shipping Clerk

American Association of Petroleum Geologist
11.2007 - 08.2009

G.E.D -

Jenks High School

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JoElla Hensley