SHARMEEN SMITH

Work History

IBO

Arise Virtual Solutions

Shreveport, LA

07.2022 - Current

Work from home experience providing customer service support
Manage flexible self-scheduling platform
Implement goals and action plans as needed
Addresses contractor's performance, and any metric issues by consistently applying company policies and practices for corrective counseling
Identified issues, analyzed information, and provided solutions to problems
Exceeded goals through effective task prioritization and excellent work ethic
Developed and implemented performance improvement strategies and plans to promote continuous improvement
Learned new skills and applied them to daily tasks to improve efficiency and productivity

Gig Brand Ambassador

Omni Interactions, Inc

Shreveport, LA

04.2022 - 07.2022

Remotely utilized Salesforce CRM to provide Desktop application support.
Offered friendly and efficient service to customers, handled challenging situations with ease
Answered incoming over 30 call small business customers on accounting software products, application access, and systems
Route calls to other product line specialists.
Managed customers' expectations of support and technology functionality in order to provide positive user experiences
Researched product and issue resolution tactics to address customer concerns
Activated accounts for clients interested in new services
Documented support interactions for future reference

Household Manager

Family Home Maker

Shreveport, LA

07.2020 - 04.2022

Responsible for providing household management activities for optimum outcomes
Assisted residents with nutrition and hygiene-related matters
Helped children complete home learning, assignments, and school projects
Completed all housekeeping duties as well as running errands
Identified warning signs of emotional and developmental problems in children
Managed financial operations for household of 5 members
Made healthy snacks and meals for 3 children
Designed and decorated home for maximum comfort.

IT Help Desk Tier1 Service Agent

CSRA/ CSC Government Solutions

Bossier, LA

12.2019 - 07.2020

Was responsible for all assigned trouble tickets from creation to resolution
Provided customer support for routine information technology (IT) in maintaining computing systems, printers, and other peripherals
Created spreadsheets using Microsoft Excel to report daily on ticket resolution to establish weekly ticket closure rate
Used Microsoft Word and other software tools to create documents and other communications
Successful troubleshooting of basic IT services as needed and assisting customers with reported issues using ticketing automation system
Accomplished resolution of hardware and network technology issues in a high-volume, fast-paced remote environment

Phlebotomist

Talecris Plasma Resources

Shreveport, LA

06.2019 - 08.2019

Conducted venipuncture and other CT procedures
Monitored donors and equipment to ensure donors’ health and product quality
Sets up, disconnections, and operation of automated plasmapheresis machines including response and evaluation of all auto-pheresis troubleshooting displays, and documentation of exceptions
Ensured proper calibration and maintenance of auto pheresis machines and associated equipment
Completed proper sanitation and cleaning of equipment and work areas between patients
Used personal protective equipment correctly to protect coworkers and patients

IT Help Desk Tier1 Service Agent

AGOVX, Staffing, CSRA

Bossier, LA

03.2018 - 09.2018

Handled assigned trouble tickets from creation to resolution
Maintained computing systems, printers, and other peripherals
Analyzed and reported daily using Microsoft Excel on ticket resolution to established weekly ticket closure rate
Successfully completed hardware and network technology issues in a high-volume, fast-paced environment
Used critical thinking to break down problems, evaluate solutions and make decisions
Worked with customers to understand needs and provide excellent service
Actively listened to customers, handled concerns quickly and escalated major issues to next Tier level support
Proved successful working within tight deadlines and fast-paced atmosphere

Customer Service Representative

Teleperformance

Shreveport, LA

09.2017 - 02.2018

Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes
Answered customer telephone calls promptly to avoid on-hold wait times
Examined UB04’s for health plan, Payor Info, rate codes, as well as utilizing current reference materials and available resources
Documented all quality and metrics reporting activities through Customer Relationship Management (CRM).
Processed customer adjustments to maintain financial accounts

Lease Customer Service Representative

GM Financial

Arlington, TX

09.2016 - 08.2017

Provided outstanding customer service via incoming/outbound customer calls and written correspondence
Ensured customer understanding of contract information
Proactively worked with customers to obtain and negotiate payments on current, early-stage, and past due accounts
Assist customers in bringing their loan payments current
Assisted customers with processing requests, and any account changes needed as deemed appropriate by company standards
Provided First Call Resolution servicing.
Collaborated with team members to achieve target results
Maintained impeccable customer service and achieved established performance goals
Exceeded goals through effective task prioritization and great work ethic

Lab Tech 1 Contractor

Mindlance

Arlington, TX

02.2016 - 06.2016

Processed laboratory specimens (urine/blood) by entry of patient demographics onto laboratory requisitions
Accurately label, sorted, racked, aliquot, and documented samples and sample sources
Properly prepared storage and shipment of samples according to protocol and lab manuals.
Created plans and communicated deadlines to complete projects on time
Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
Collaborated with team members to achieve target results
Resolved conflicts and negotiated mutually beneficial agreements between parties

Phlebotomist Contractor

Phlebotek

Arlington, TX

08.2013 - 01.2015

Collected blood samples using vacutainer tubes, tourniquets, butterfly needles and straight needles for various client companies
Developed and maintained courteous and effective working relationships
Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation
Centrifuged blood samples as outlined in clinical protocols
Labeled transfer tubes and followed exact directions for handling and storing specimens for transport
Used personal protective equipment correctly to protect coworkers and patients

Laboratory Service Technician

Rehabilitation Services

Shreveport, LA

08.2012 - 12.2012

Oversaw facility, prepared, and conducted daily business operations,
Tracked and collected specimens by initialing, dating and noting times of collection.
Data entry, result reporting, Inventory Management, and daily collaboration with marketing personnel.
Interpreted and documented results of tests into active databases and communicated results to internal customers
Prepared samples for shipping and disposing of bodily fluids in proper containers
Oversaw items in inventory and reordered before supplies diminished

Summary

Overview

Work History

IBO

Gig Brand Ambassador

Household Manager

IT Help Desk Tier1 Service Agent

Phlebotomist

IT Help Desk Tier1 Service Agent

Customer Service Representative

Lease Customer Service Representative

Lab Tech 1 Contractor

Phlebotomist Contractor

Laboratory Service Technician

Education

Phlebotomy Technician -

Skills

Timeline

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