Sheena Ousley
West Memphis,AR
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
Work History
Remote Customer Service Agent
Alorica
04.2022 - 07.2022
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Answered constant flow of customer calls with minimal wait times.
Remote Customer Service Specialist
CMI Group
05.2021 - 04.2022
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Updated account information to maintain customer records.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Laboratory Assistant
East Arkansas Family Health Center
01.2018 - 10.2021
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Collaborated with other departments to establish cohesive laboratory operations.
- Contacted physicians, nursing stations, or reference laboratories for resolution assistance with unusual test orders.
- Developed and implemented new protocols to improve accuracy of laboratory results.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Maintained documentation on tests performed in lab.
- Implemented lab procedures to prevent errors and protect staff.
- Obtained samples for testing following standard protocols.
- 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.
- Cross-trained and provided backup support for organizational leadership.
- 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.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
No Degree - Phlebotomy
ASU Mid- South
West Memphis, AR05.2010
Bachelor of Science - Computer Science
University of Phoenix
Tempe, AZ12.2026
Skills
- Customer Implementation Support
- Outstanding Communication Skills
- Agent Support
- Carrier Relations
- Call Volume Analysis
- Operational Efficiency
- Inbound Customer Service
- Understanding Customer Needs
- Online Systems
- Process Transactions
- Claim Validity Determination
- Calm and Professional Under Pressure
Timeline
Remote Customer Service Agent
Alorica
04.2022 - 07.2022
Remote Customer Service Specialist
CMI Group
05.2021 - 04.2022
Laboratory Assistant
East Arkansas Family Health Center
01.2018 - 10.2021
Customer Service Representative
Fedex Express
05.2017 - 09.2017
No Degree - Phlebotomy
ASU Mid- South
Bachelor of Science - Computer Science
University of Phoenix
Similar Profiles
Martin Saul Avila RenovatoMartin Saul Avila Renovato
Virtual Card Processor at AloricaVirtual Card Processor at Alorica
ASYA TUCKASYA TUCK
Senior Customer Service Specialist at AloricaSenior Customer Service Specialist at Alorica
Natalie WrightNatalie Wright
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Carly WadeCarly Wade
Customer Service Representative at AloricaCustomer Service Representative at Alorica
Zauria McdougalZauria Mcdougal
Assistant Manager at Bojangles' Famous Chicken 'n BiscuitsAssistant Manager at Bojangles' Famous Chicken 'n Biscuits