Sheayla Collins
Jackson,MS
Summary
Adept at handling high-stress situations and maintaining professionalism, as demonstrated at Amazon, I excel in verbal communication and relationship building. My background includes streamlining healthcare benefits explanations and enhancing customer loyalty through empathetic service. Skilled in software and teamwork, I consistently exceed performance metrics, showcasing my results-driven approach and organizational prowess.
Overview
11
11
years of professional experience
Work History
Benefits Specialist
Conduent Call Center
Jackson, MS
07.2024 - Current
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Enhanced understanding of benefit offerings with effective communication materials and presentations.
Tax Prep Assistant
Concentrix
Jackson, MS
01.2024 - 04.2024
- Provided support during high-volume service periods by quickly adapting to changing needs and priorities.
- Assisted customers with uploaded proper tax documents so that a Tax Expert would file taxes
- Assisted team members navigate through CRM.
Customer Service Clerk
Target
Jackson, MS
11.2023 - 01.2024
- Contributed to a positive work environment through effective communication and teamwork among colleagues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Issued receipts and processed refunds, credits, or exchanges.
- Balanced multiple tasks simultaneously while maintaining composure under pressure during peak hours or challenging situations.
- Exceeded performance metrics consistently, setting an example for fellow team members in terms of productivity and quality of work.
Retention Agent
Comcast
Jackson, MS
09.2017 - 12.2023
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Reviewed account histories and analyzed trends to anticipate potential attrition, proactively taking action when needed.
- Provided support during peak hours, reducing wait times for callers seeking assistance or information.
- Collaborated with other departments to resolve complex issues, improving overall customer experience.
- Developed rapport with clients by understanding their needs and offering tailored solutions.
Customer Service Representative
Amazon
Jackson, MS
08.2020 - 09.2021
- 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.
Pharmacy Technician Trainee
Walgreens
Jackson, MS
03.2013 - 07.2017
- Handled confidential patient information with discretion, upholding strict HIPAA regulations at all times during tenure as a Pharmacy Technician Trainee.
- Collaborated closely with pharmacy team members to consistently deliver high-quality care to patients.
- Assisted pharmacists in managing medication inventory, ensuring adequate stock levels for timely patient service.
- Maintained a high degree of professionalism and integrity, upholding ethical standards associated with the Pharmacy Technician Trainee role at all times.
Education
Business Administration And Management
Hinds Community College
Raymond, MSBusiness
Strayer University
Washington, DCSkills
- Verbal and written communication
- Healthcare Benefits
- Benefits Explanation
- Relationship Building
- Documentation And Reporting
- Highly skilled in Software
- Teamwork and Collaboration
- Organizational Skills
- Active Listening
- Decision-Making
- Task Prioritization
Timeline
Benefits Specialist
Conduent Call Center
07.2024 - Current
Tax Prep Assistant
Concentrix
01.2024 - 04.2024
Customer Service Clerk
Target
11.2023 - 01.2024
Customer Service Representative
Amazon
08.2020 - 09.2021
Retention Agent
Comcast
09.2017 - 12.2023
Pharmacy Technician Trainee
Walgreens
03.2013 - 07.2017
Business Administration And Management
Hinds Community College
Business
Strayer University