Sharmeen Smith
Service Professional
Shreveport,LA
Summary
Knowledgeable and dedicated customer service professional offering polished oral and written communication skills, active listening, and analytical problem-solving skills. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic, and results-oriented, with exemplary passion for developing relationships, delivering quality service, and unparalleled support.
Overview
10
10
years of professional experience
Work History
Online Data Analyst
Telus International
Shreveport, LA
10.2022 - Current
- Complete research and evaluation tasks in a web-based environment
- Verify and compare data, determining the relevance and accuracy of information
- Review online search results, videos, images, and ads to improve content and quality.
Customer Service Expert
Nouveaux Riche Holdings, LLC
Shreveport, LA
05.2020 - 03.2023
- Work from-home experience providing Desktop Support, and Customer Service Consulting and support,
- Maintained positive working relationship with fellow staff and management.
- Exceeded goals through effective task prioritization and excellent work ethic
- Answered incoming calls from small business customers on accounting software products, application access, and systems
- Managed customers' expectations of support and technology functions to provide positive user experiences
- Researched product and issue resolution tactics to address customer concerns and documented support interactions
- Sold and Activated accounts for clients interested in new services
- Provided consultation and training support to clients regarding MIcrosoft Office 360operation.
- Mentored associate consultants to encourage enthusiasm toward tasks and responsibilities.
IT Help Desk Tier1 Service Agent
CSRA/ CSC Government Solutions
Bossier, LA
11.2019 - 06.2020
- Provided customer support for routine information technology (IT) in maintaining computing systems, printers, and other peripherals
- Created spreadsheets using Microsoft Excel to report daily on ticket resolution to establish weekly ticket closure rate
- Used Microsoft Word and other software tools to create documents and other communications
- Successful troubleshooting of basic IT services as needed and assisting customers with reported issues using a ticketing automation system
- Accomplished resolution of hardware and network technology issues in a high-volume, fast-paced remote environment
Phlebotomist
Talecris Plasma Resources
Shreveport, LA
06.2019 - 08.2019
- Conducted venipuncture and other CT procedures
- Monitored donors and equipment to ensure donors' health and product quality
- Completed proper sanitation and cleaning of equipment and work areas between patients
- Used personal protective equipment correctly to protect coworkers and patients
- Delivered quality patient care by completing accurate and timely collection and transport of clinical specimens according to established procedures.
IT Help Desk Tier1 Service Agent- Contractor
AGOVX, Staffing, CSRA
Bossier, LA
03.2018 - 09.2018
- Handled assigned trouble tickets from creation to resolution
- Maintained computing systems, printers, and other peripherals
- Analyzed and reported daily using Microsoft Excel on ticket resolution to establish weekly ticket closure rate
- Completed hardware and network technology issues in a high-volume, fast-paced environment
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Proved successful working within tight deadlines and a fast-paced atmosphere
Customer Service Representative
Teleperformance
Shreveport, LA
09.2017 - 11.2017
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes
- Answered customer calls promptly to avoid on-hold wait times
- Examined UB04's for health plans, Payor Info, rate codes, as well as utilizing current reference materials and available resources
Lease Customer Service Representative
GM Financial
Arlington, TX
09.2016 - 08.2017
- Provided outstanding customer service via incoming/outbound customer calls and written correspondence
- Ensured customer understanding of contract information
- Proactively worked with customers to obtain and negotiate payments on current, early-stage, and past-due accounts
- Assist customers in bringing their loan payments current
- Provided First Call Resolution servicing
- Collaborated with team members to achieve target results
Lab Tech 1 Contractor
Mindlance
Arlington, TX
02.2016 - 06.2016
- Processed laboratory specimens (urine/blood) by entry of patient demographics onto laboratory requisitions
- Accurately labeled, sorted, racked, aliquot, and documented samples and sample sources
- Properly prepared storage and shipment of samples according to protocol and lab manuals
- Worked within applicable standards, policies, and regulatory guidelines to promote safe working environment
- Collaborated with team members to achieve target results
Phlebotomist Contractor
Phlebotek
Arlington, TX
08.2013 - 01.2015
- Collected blood samples using vacutainer tubes, tourniquets, butterfly needles, and straight needles for various client companies
- Spoke with patients to gather information for lab records, reduce fear or anxiety and optimize cooperation
- Centrifuged blood samples as outlined in clinical protocols
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport
Education
Phlebotomy Technician -
Southern University
01.1998
Skills
- Strong Documentation and Detail-oriented
- Remote Productivity Goals met
- Problem Solving
- Google Docs, Sheets, Slides, Meet
- High Call Volume Inbound Skilled
- Multi-line phone system Experience
- Organization and Time Management
- Active Listening
- Microsoft Access
- Credit card payment processing
- Technologically savvy
- Microsoft Office expertise
- Data research and analysis
- Online research
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Online Data Analyst
Telus International
10.2022 - Current
Customer Service Expert
Nouveaux Riche Holdings, LLC
05.2020 - 03.2023
IT Help Desk Tier1 Service Agent
CSRA/ CSC Government Solutions
11.2019 - 06.2020
Phlebotomist
Talecris Plasma Resources
06.2019 - 08.2019
IT Help Desk Tier1 Service Agent- Contractor
AGOVX, Staffing, CSRA
03.2018 - 09.2018
Customer Service Representative
Teleperformance
09.2017 - 11.2017
Lease Customer Service Representative
GM Financial
09.2016 - 08.2017
Lab Tech 1 Contractor
Mindlance
02.2016 - 06.2016
Phlebotomist Contractor
Phlebotek
08.2013 - 01.2015
Phlebotomy Technician -
Southern University
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