Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sheena Ousley

West Memphis,AR

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Remote Customer Service Agent (REMOTE)

Alorica
03.2022 - 09.2023
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered constant flow of customer calls with minimal wait times
  • Responded to customer calls and emails to answer questions about products and services.

Technical Onboarding Specialist (REMOTE)

Amplify
02.2021 - 04.2022
  • Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
  • Collaborated with different staff and management to facilitate department-specific onboarding.
  • Monitored new hire performance, compliance and progress with requirements to consistently meet deadlines.
  • Cultivated customer loyalty, promoted repeat business, and improved sales.

Laboratory Assistant

East Arkansas Family Health Center
01.2018 - 10.2021
  • Developed and implemented new protocols to improve accuracy of laboratory results by 10%
  • Maintained documentation on tests performed in lab.
  • Implemented lab procedures to prevent errors and protect staff.
  • Trained new laboratory personnel to apply proper laboratory techniques and best practices.


Customer Service Representative

Fedex Express
05.2017 - 09.2017
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.


Education

Bachelor of Science - Software Engineering

Western Governors University
Salt Lake City, UT
12.2023

Skills

  • Software Customizations
  • Efficient Data Management
  • CSS Proficiency
  • HTML Proficiency
  • Adobe Software
  • Social Media Expertise
  • Attention to Detail
  • Customer Service
  • Chat GPT
  • Google

Certification

Google IT Certificate

Google Project Management Certificate

100 Devs Software Development Bootcamp

Timeline

Remote Customer Service Agent (REMOTE)

Alorica
03.2022 - 09.2023

Technical Onboarding Specialist (REMOTE)

Amplify
02.2021 - 04.2022

Laboratory Assistant

East Arkansas Family Health Center
01.2018 - 10.2021

Customer Service Representative

Fedex Express
05.2017 - 09.2017

Bachelor of Science - Software Engineering

Western Governors University

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Sheena Ousley