Shameila James
PHOENIX,Arizona
Summary
Dynamic Remote Customer service Specialist with strong customer relations skills and a proven track record in enhancing client satisfaction. Adept at documentation and problem-solving, Im excellent in building loyalty and managing complex schedules, ensuring seamless communication.
Overview
18
18
years of professional experience
Work History
Remote Scheduling Specialist
Aspen Dental
01.2022 - 04.2025
- Acted as first point of contact and set appointments for prospective clients.
- Provided detailed information about available services and requirements.
- Called customers to coordinate schedules and set appointments.
- Answered phone calls and answered questions from potential customers.
- Established rapport with callers to build loyalty and support retention goals.
- Confirmed appointments, communicated with clients, and updated client records.
Remote Customer Service Agent
LogistiCare
09.2018 - 12.2021
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
School Attendant
COMTRANS
08.2016 - 05.2018
- Assisted students with special needs, ensuring their comfort and providing necessary accommodations for smoother transportation.
- Organized seating arrangements to maximize efficiency during boarding and disembarking processes.
- Maintained a clean and organized transportation environment, contributing to a positive experience for all passengers.
Technical Support Representative
Asurion
01.2015 - 01.2017
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Customer Service Representative
Iqor
02.2010 - 02.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in troubleshooting issues, enhancing their user experience and satisfaction.
- Stayed up-to-date on the latest mobile devices and plans, ensuring accurate information was provided to customers.
Team Leader
Church's Chicken
08.2007 - 03.2010
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
Education
High School Diploma -
South Mountain Highschool
Phoenix, AZ05-2009
Skills
- Customer relations skills
- Documentation skills
- Good communication skills
- Call center experience
- Account management
- De-escalation techniques
- Active listening
- Data entry
- Computer proficiency
Timeline
Remote Scheduling Specialist
Aspen Dental
01.2022 - 04.2025
Remote Customer Service Agent
LogistiCare
09.2018 - 12.2021
School Attendant
COMTRANS
08.2016 - 05.2018
Technical Support Representative
Asurion
01.2015 - 01.2017
Customer Service Representative
Iqor
02.2010 - 02.2015
Team Leader
Church's Chicken
08.2007 - 03.2010
High School Diploma -
South Mountain Highschool
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