Sheena Brakefield
Jasper,AL
Summary
Experienced customer service professional with expertise in service delivery and proven ability to handle multiple tasks efficiently. Dedicated to building and nurturing professional relationships to drive business growth and deliver exceptional outcomes.
Overview
10
10
years of professional experience
Work History
Affiliate Marketer
Self Employed Web
09.2023 - Current
- Increased affiliate revenue by developing and implementing strategic marketing plans tailored to specific products and audiences.
- Collaborated closely with cross-functional teams such as design and development departments to ensure seamless integration of affiliate marketing efforts into overall company strategy.
- Built strong relationships with industry influencers through networking and collaboration, leading to mutually beneficial partnerships.
- Cultivated a loyal customer base by delivering exceptional customer service through prompt responses to inquiries and proactive issue resolution.
- Created engaging multimedia content that showcased product features and benefits, resulting in increased interest from potential customers.
- Managed various affiliate programs efficiently, ensuring timely payments and accurate tracking of sales data.
- Enhanced brand visibility by creating compelling content for social media, email campaigns, and blog posts.
Customer Service Manager
Kelly Connect
05.2020 - 09.2023
- Customer Service Team Lead with 12+ years of experience in the tech industry, including 9 years in a work-from-home role
- Proven ability to lead and motivate teams, deliver exceptional customer service, and resolve complex technical issues
- Expertise in sales and customer relationship management (CRM).
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Increased first call resolution rates by developing comprehensive troubleshooting guides for representatives'' use.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Educated staff on strategies for handling difficult customers and challenging situations.
- LED A TEAM OF 20 CUSTOMER PHONE SUPPORT IN PROVIDING TECHNICAL SUPPORT TO CUSTOMERS FOR A FORTUNE 500 TECHNOLOGY COMPANY
- SUCCESSFULLY MANAGED A REMOTE TEAM OF CUSTOMER SERVICE REPRESENTATIVES FOR THE PAST 3 YEARS.
Tech Support Representative
Kelly Connect
05.2017 - 05.2020
- Reduced overall average handle time by identifying underlying root causes behind common user inquiries.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Utilized CRM tools proficiently in order to track customer interactions accurately.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Coordinated software testing efforts alongside developers during beta releases.
- Awarded Support Representative of the Month multiple times due to exceptional performance metrics.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Support Representative
Cox Communications
01.2015 - 05.2020
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear explanations.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Contributed to team success by consistently meeting or exceeding established performance metrics.
- Consistently received positive feedback from clients for professionalism and expertise displayed during support interactions.
- Managed multiple priorities simultaneously while maintaining focus on delivering exceptional customer service.
- Streamlined support processes by identifying areas for improvement and implementing necessary changes.
- Collaborated with teammates to identify recurring issues and develop long-term solutions.
- Delivered exceptional phone support, maintaining patience and understanding while addressing client concerns.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
- Provided remote support for customers, guiding them through the resolution process stepbystep.
Education
No Degree - Information And Communication Technology
Beville State Community College
01-2015
Skills
- Video marketing
- Keyword research
- Mobile marketing
- Competitor analysis
- CRM management
- Performance tracking
- Product promotion
- Sales funnel optimization
- Affiliate recruitment
- Time management
- Customer research
- Product marketing
- Sales strategy
- Market trend analysis
- Social media management
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Team collaboration
Education
Jasper, United States
Contact
45 Summerville Estates Lane
Jasper, AL 35504
1-205-717-5599
Timeline
Affiliate Marketer
Self Employed Web
09.2023 - Current
Customer Service Manager
Kelly Connect
05.2020 - 09.2023
Tech Support Representative
Kelly Connect
05.2017 - 05.2020
Technical Support Representative
Cox Communications
01.2015 - 05.2020
No Degree - Information And Communication Technology
Beville State Community College
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