Sharelnika Bell
Jackson,TN
Summary
Achieved significant improvements in customer satisfaction by resolving complaints swiftly and enhancing operational workflows.,Drove operational efficiency by refining customer relationship management strategies.
Overview
4
4
years of professional experience
Work History
Customer Service Advocate
Teleperformance USA
Salt Lake City, UT
09.2025 - Current
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Collaborated with team members to enhance customer satisfaction and streamline service processes.
- Managed escalated issues, demonstrating strong problem-solving skills and conflict resolution techniques.
- Documented customer interactions in CRM system, maintaining detailed records for future reference and analysis.
- Participated in team meetings to share insights on customer needs and propose actionable solutions for service enhancement.
- Analyzed feedback trends to identify areas for service improvement, contributing to overall quality enhancement.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Completed opening and closing functions to meet operational needs.
- Implemented new strategies to reduce average call handling time while maintaining high-quality service.
Workplace Readiness Specialist
Jackson-Madison County School District
Jackson, Tennessee
03.2025 - 09.2025
- Assisted team with daily operational tasks and supported workflow efficiency.
- Attended training sessions to improve understanding of industry best practices and tools.
- Sorted files and documentation to enhance accessibility and retrieval processes.
- Engaged in ongoing training and compliance activities.
- Collaborated with other departments to facilitate effective workflow processes.
Customer Care Representative
Teleperformance USA
Salt Lake City, Utah
08.2024 - 03.2025
- Assisted customers with inquiries and resolved issues effectively.
- Managed customer accounts and updated relevant information promptly.
- Provided product information and guided customers in making informed choices.
- Documented interactions accurately in the customer relationship management system.
- Escalated complex issues to appropriate departments for resolution.
- Maintained knowledge of company policies and procedures for accurate support.
- Handled high-volume calls while ensuring a positive customer experience.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
Customer Service Representative
Portfolio Recovery Associates
Jackson, Tennessee
01.2024 - 03.2024
- Facilitated communication with clients regarding outstanding debts and payment plans.
- Analyzed financial records to identify delinquent accounts for collection efforts.
- Negotiated payment arrangements to resolve debts amicably with clients.
- Maintained accurate records of client interactions and payment agreements in the system.
- Investigated disputes and provided resolutions for client inquiries related to collections.
- Educated clients on their rights and responsibilities in the debt recovery process.
Healthcare Customer Service Representative
BroadPath Healthcare
Tucson, Arizona
11.2022 - 01.2024
- Assisted patients with inquiries and provided detailed information on services offered.
- Handled customer complaints and resolved issues to ensure patient satisfaction.
- Maintained confidentiality of patient information in compliance with regulations.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Adhered to HIPAA regulations when handling confidential patient information.
- Verified patient demographic information in order to ensure accuracy of data entry.
Education
High School Diploma -
Haywood High School
Brownsville05.2011
Skills
- Supported workplace readiness initiatives to enhance employee skills
- Assisted in managing customer relationships to foster loyalty
- Helped organize documentation to streamline access and retrieval
- Facilitated complaint resolution to improve customer satisfaction
- Contributed to operational efficiency by optimizing processes
- Communicated effectively with clients to address their needs
- Managed time effectively to meet deadlines
- Provided customer support to resolve inquiries promptly
- Aided in problem-solving to overcome challenges
- Maintained attention to detail in all tasks
- Practiced critical thinking to evaluate situations thoroughly
- Engaged in active listening to understand customer feedback
- Exhibited professionalism in all interactions
- Demonstrated multitasking abilities to handle various responsibilities
- Participated in knowledge sharing to enhance team capabilities
Education and Training
other
Timeline
Customer Service Advocate
Teleperformance USA
09.2025 - Current
Workplace Readiness Specialist
Jackson-Madison County School District
03.2025 - 09.2025
Customer Care Representative
Teleperformance USA
08.2024 - 03.2025
Customer Service Representative
Portfolio Recovery Associates
01.2024 - 03.2024
Healthcare Customer Service Representative
BroadPath Healthcare
11.2022 - 01.2024
High School Diploma -
Haywood High School