Sheena Forrest
Charlotte,NC
Summary
Professional in client support role, skilled in resolving complex issues and enhancing customer satisfaction. Adept at effective communication, conflict resolution, and providing technical assistance. Collaborative team player focused on achieving results, with adaptability to evolving needs. Strong organizational abilities, empathy, and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Client Support Specialist
Liveops
03.2024 - Current
- Assisted potential candidates for hire with document verification; I-9 and W9 requirements
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
Controller
Immaculate Mic's
05.2022 - Current
- Payroll Management
- Recruiting for independent contractors
- Contractor schedule management
- Customer and shop scheduling and communication
- Invoicing & New Contract proposals
- Marketing/Social Media content creation and management
- Managing email communications for customer contact requests
- Utilizing zoom platform in conducting video conferences when necessary
Personal Representative
Estate of Albert Montgomery, Jr.
06.2019 - 07.2020
- Company Overview: Remote
- I was appointed to manage my uncle's estate after his passing
- Duties included:
- Filing all necessary documents according to the required schedule to the county's estates/wills department and applicable court
- Obtaining EIN for estate operation
- Satisfying all of the estate's debtors
- Managing the estate's bank account (funds received and distributed)
- Facilitated the sale of his residential estate and vehicle
- Filed applicable tax returns (individual and estate)
- Distributed the proceeds to the legal heirs of the estate, successfully bring the estate to a close and being legally discharged of my fiduciary responsibility
- Remote
Manager
Enterprise Rent-A-Car
05.2011 - 07.2014
- Company Overview: Minot ND/Shreveport LA
- Managing daily fleet
- Ensuring maintenance and repair work is properly completed
- Managing and scheduling car preps effectively
- Developing and carrying out weekly marketing plans to bring in new business and increase current accounts' volume
- Follow up and resolve any customer complaints
- Traveling to assist other branches in their operation
- Minot ND/Shreveport LA
Manager
RSVP Galley
05.2010 - 10.2010
- Company Overview: Minot ND
- Volunteer recruitment/retention
- Training volunteers
- Generating monthly sales reports
- Account management
- Accounts payable/receivable
- Establishing/implementing daily operations procedures/sales duties
- Conducting monthly meetings with volunteers
- Establishing/maintaining good relations with vendors
- Minot ND
Customer Service Representative
Citicard
01.2005 - 06.2005
- Company Overview: McLeansville NC
- Assisted customers with general credit card account information
- Helped customers consolidate their debt
- Filed disputes regarding fraudulent charges
- Provided debt reduction assistance
- McLeansville NC
Lead Customer Service Supervisor/Asst. Team Manager
Infonxx, Inc.
02.2003 - 12.2004
- Company Overview: McLeansville NC
- Directly supervised 25-30 employees and 300 indirectly
- Tracked employees' attendance and productivity
- Monitored and evaluated employees for quality assurance
- Conducted monthly team meetings
- Issued corrective action as needed
- Created personalized development plans for each customer service representative to attain promotion
- McLeansville NC
Education
No Degree - Business Administration, Management, International Business
Minot State University
Minot, ND05.2013
Skills
- Microsoft Word
- Microsoft PowerPoint
- Zoom/Teams
- Microsoft Excel
- Web Browsers
- Social Media Marketing
- Creating professional documents
- Business communications
- Interpersonal and written communication
- Client Relationship Building
- Empathy and patience
- Support inquiry assistance
Timeline
Client Support Specialist
Liveops
03.2024 - Current
Controller
Immaculate Mic's
05.2022 - Current
Personal Representative
Estate of Albert Montgomery, Jr.
06.2019 - 07.2020
Manager
Enterprise Rent-A-Car
05.2011 - 07.2014
Manager
RSVP Galley
05.2010 - 10.2010
Customer Service Representative
Citicard
01.2005 - 06.2005
Lead Customer Service Supervisor/Asst. Team Manager
Infonxx, Inc.
02.2003 - 12.2004
No Degree - Business Administration, Management, International Business
Minot State University
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