Sheila F. Street
Murfreesboro
Summary
Dynamic professional with a strong foundation in experience, education, and training, dedicated to enhancing company brands and driving development initiatives. Proven ability to leverage exceptional communication skills to foster collaboration and deliver impactful results. Expertise in product and service enhancement ensures alignment with organizational goals and customer satisfaction. Committed to continuous growth and innovation within a forward-thinking company.
Overview
26
26
years of professional experience
Work History
Customer Service Advocate - Remote
Cummins, Inc
01.2021 - 01.2025
- Receive/make customer calls, emails, and/or chats to assist with parts lookup and place orders
- Provide customer with updates on submitted orders, using various internal systems and programs
- Work with local branches and Regional Distribution Center for parts sourcing
Customer Service Supervisor - Hybrid
Verizon Wireless
01.2006 - 01.2020
- Participated in hiring events, interviewing, and employment verification
- Developed, trained, coached, and motivated a team of 10-18 representatives and coordinators to achieve a high level of customer satisfaction and efficiency
- Monitored performance of direct reports according to established company standards and Key Performance Objectives/Performance Appraisals, and Corrective Actions
- Supported and facilitated development of knowledge and skill set, providing timely feedback and guidance to reach specific goals
- Consulted and made decisions to the overall success of projects and programs within the Customer Service Support organization
- Accomplishments
- Supervisor Director Circle 2019/2013
- Highest Overall Supervisor Award for Performance/Efficiency “Legends” 2019
- Developed and Co-facilitated with HR Resume Writing/ Interview Tips and Tools Program -2011 thru 2019
- Consistent Performance Accolades 2013 thru 2019 (Recognizing You, Top Supervisor across Verizon, Best OCC’s, Top Adherence/Conformance awards)
- Team Scram award for best Supervisor overall results April, May, and July 2013
- Project Manager for Employee Concession Clean Up 2012
- Business Efficiency-Achieved 91% Success Rate - 2010
- Coaching Effectiveness- Averaged 96% Year End Rate-2010
- CSTS Results (87% for 2008, 81% for 2009) against a goal of 80%
- Efficiency – Exceeded Call center AHT goal 2007-2009
- Supervisor Opinion Survey Committee Member 2009
Front Desk Associate Part-Time
Hilton Garden Inn
01.2014 - 01.2016
- Processed check in and out of guest
- Ensured proper billing charges and posting for hotel stay
- Answered phones and directed calls appropriately
- Ran and reviewed daily reservation and room availability
Tier II Technical Support Supervisor
Verizon Wireless
01.2004 - 01.2006
- Assisted with launch of Tier II Department, objectives and projection of headcount and department functionalities
- Supervised 10–14 Tier II Coordinators trained to assist customers in Technical Support (voice/data), and basic customer service inquiries
- Directed and coached individual and team meetings to achieve optimal productivity, customer satisfaction (FCR), and personal achievement goals with alignment to vision, mission, and initiatives
- Evaluated employee performance; wrote and facilitated monthly, semi-annual, and annual performance deliverables
- Analyzed and made recommendations to Senior Leadership statistical trends and operational improvement opportunities
- Accomplishments
- Structured and managed Exempt employee business use cell phone process
- Developed and implemented supervisor to supervisor mentorship
- Designed and assisted with implementation of a four-hour holiday shift bid for supervisors and representatives
- Ranked second within Verizon for the 2005 Lou Award for Supervisor Performance
Local Number Portability Supervisor
Verizon Wireless
01.2003 - 01.2004
- Interacted with various support teams daily (RSM, TIER II, Managed Accounts, etc..) to provide feedback on critical issues, process of improvements, and policy changes to effectively launch port process for cell and landline services
- Examined and determined resolutions to assist team members with positive outcome of complex porting issues
- Consistently provided team interaction to develop representative to supervisor work relationships and promote team morale
- Conducted interviews to support HR staffing campaigns
Supervisor STD/FMLA/Payroll
Verizon Wireless
01.2001 - 01.2003
- Piloted and structured job functionalities for Administrative Supervisor role
- Communicated and presented policy, guidelines, and updates to center Leadership for Payroll processing timelines, STD/FMLA approvals/denials, Corrective Action Steps, and Best Cost (OCC) improvements
- Maintained database of STD/FMLA cases for FMLA usage in compliance according to Company and Federal guideline
- Partnered on various communications with Corporate Payroll and Human Resources
- Investigated and processed payroll discrepancies for exempt and non-exempt employees
- Ensured proper coding to Sparky, VZ Time, and IEX systems
- Participated in job fairs and recruitment activities to gain new hires and promote career progression
Customer Service Representative
Verizon Wireless
01.1999 - 01.2001
- Examined and resolved billing, service, and adjustments inquiries to existing wireless customers. (inbound/outbound calls)
- Accomplishments and Projects
- Interview Task Force; Manager & Coaching Queue
- Training and Development of new hires
- Acted as Lead Coach for Coaching and Development
- Liaison for Employee Forum for 800-line specialist
- Cross Area Project Team Member-involvement included the development and implementation of the Verizon Wireless “Worry Free Guarantee”
- Recipient of the first “Employee of the Quarter” award 2000
Education
B.S. - Business Administration and Marketing
South Carolina State University
Orangeburg, SC01.1984
MBA - Business Administration/Management
Strayer University
Murfreesboro, TN01.2010
Skills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
Summary of Experience
- 25 Years Customer Service Management
- 20 Years Call Center (Inbound/Outbound)
- 17 Years Statistical Data Analyst
- 15 years Workflow Management, Payroll, STD/FMLA, and Time Recording for 1000+ employees
- 4 years Hospitality/Medical Experience
- 2 years Independent Travel Agent
Timeline
Customer Service Advocate - Remote
Cummins, Inc
01.2021 - 01.2025
Front Desk Associate Part-Time
Hilton Garden Inn
01.2014 - 01.2016
Customer Service Supervisor - Hybrid
Verizon Wireless
01.2006 - 01.2020
Tier II Technical Support Supervisor
Verizon Wireless
01.2004 - 01.2006
Local Number Portability Supervisor
Verizon Wireless
01.2003 - 01.2004
Supervisor STD/FMLA/Payroll
Verizon Wireless
01.2001 - 01.2003
Customer Service Representative
Verizon Wireless
01.1999 - 01.2001
MBA - Business Administration/Management
Strayer University
B.S. - Business Administration and Marketing
South Carolina State University
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