Summary
Overview
Work History
Education
Skills
Intern
Sha'la Washington

Sha'la Washington

Fort Worth,TX

Summary

Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.

Overview

6
6
years of professional experience

Work History

Customer Experience Agent

Driveway
06.2022 - Current
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Responded proactively and positively to rapid change.

HR Representative

M1 Support Services
01.2018 - 01.2022
  • Answered employee inquiries regarding health benefits.
  • Responded to employee inquiries, questions and complaints and guided and directed employee relations issues to support workforce analysis and other core HR functions.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Collaborated with local, state and federal agencies to secure hiring and training assistance.
  • Spearheaded recruiting activities by drafting offer letters, initiating background checks and conducting orientations.

Caregiver

Center Home Care
05.2017 - 01.2018
  • Assisted with feeding, grooming, and monitored intake to help patients achieve nutritional objectives.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
  • Provided compassionate and patient-focused care to cultivate well-being.

Education

Enterprise State Community College
Enterprise, AL

Auburn University-Montgomery
Montgomery, AL

Skills

  • Administrative and Office Support
  • Customer Relationship Management
  • Escalated Call Handling
  • Trained in Salesforce
  • Issue and Complaint Resolution
  • Call Volume and Quality Metrics
  • Calm and Professional Under Pressure
  • Performance Goals
  • Termination Procedures
  • Orient New Employees
  • Job Applicant Interviews
  • Document Employee Information
  • Employee Counseling and Support
  • Unemployment Claims
  • Human Resources Records
  • HRIS Database Management
  • Personnel Files
  • Open Enrollment Coordination
  • Benefits Administration
  • Applicant Tracking Systems
  • New Employee Onboarding
  • Training Employees

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Sha'la Washington