Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shamell Douglas

Houston,TX

Summary

Successful human resource candidate with expertise in employee recruitment, training and payroll management. Adept at building and maintaining positive relationships with employees and management. Proficient in developing and overseeing diverse candidate pipelines, marketing plans and advertising strategies. Strong organizational skills and committed to adhering to relevant laws and regulations.

Overview

17
17
years of professional experience

Work History

Customer Service Lead

ARS Rescue Rooter
06.2019 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
  • Exceeded performance goals consistently through effective communication and problem-solving skills.
  • Mentored junior staff members to improve their knowledge of company policies, products, and services.

Program Assistant

Salvation Army Adult Rehabilitation Center
06.2016 - 06.2019
  • Assisted with planning and coordinating day-to-day and special program activities.
  • Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
  • Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
  • Supported planning and coordination of different programs and associated activities.
  • Created and updated records and files to maintain document compliance.

Call Center Representative

Medical Transportation Management
03.2013 - 04.2015
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Customer Service Coordinator

Little Caesars
06.2007 - 01.2012
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
  • Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
  • Collaborated with hiring managers to understand job requirements and expectations.
  • Studied job descriptions and qualifications to determine applicant requirements.
  • Trained junior recruiters on best practices, contributing to overall team success and improved efficiency.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Kept high average of performance evaluations.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Education

Houston Community College
Houston, TX

Skills

  • Email Etiquette
  • Payment Processing
  • Business Writing
  • Department operations
  • Interdepartmental communication
  • Telephone Etiquette
  • Administrative duties
  • Quality Assurance
  • Team training and development
  • Professional telephone demeanor
  • Staff education and training

Timeline

Customer Service Lead

ARS Rescue Rooter
06.2019 - Current

Program Assistant

Salvation Army Adult Rehabilitation Center
06.2016 - 06.2019

Call Center Representative

Medical Transportation Management
03.2013 - 04.2015

Customer Service Coordinator

Little Caesars
06.2007 - 01.2012

Houston Community College

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Shamell Douglas