Summary
Overview
Work History
Education
Skills
Timeline
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Sheena Smart

Avondale Estates,GA

Summary

Dedicated and results-oriented Customer Service Professional with 5 years of experience seeking a challenging position in a customer-focused organization. Adept at delivering exceptional service, resolving inquiries, and maintaining client satisfaction. Proven track record of exceeding performance targets and fostering positive customer relationships.

Overview

15
15
years of professional experience

Work History

Call Center Agent

Paramount Staffing, LLC
12.2019 - 05.2021
  • Specialized in providing installment loans, helping individuals with various credit backgrounds help get funds customers need while promoting responsible lending practices.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Responded to customer calls and emails to answer questions about products and services
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies
  • Placed outbound customer service or customer satisfaction calls to follow up on issues
  • Approved and terminated customer contracts upon request

Retention Specialist/Customer Service

ADT
08.2015 - 08.2019
  • Retention Specialist role was to retain customer who wants to cancel their ADT services
  • Played key role in growth of ADT organization by serving as expert problem solver in retention and sales capacity.
  • Identified changing customer needs and adapted service strategies to meet them.
  • Evaluated current customer retention strategies and recommended improvements.
  • Adhered to appropriate legal scripting when required
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Educated customers about billing, payment processing and support policies and procedures

Office Clerk

Cape Henlopen Dermatology
09.2006 - 03.2014
  • Interacted with customers by phone, email, or in-person to provide information.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Maintained composure in stressful situations and continued to provide helpful and kind guest services for fantastic customer satisfaction.
  • Provided clerical support, addressing routine, and special requirements.
  • Maintained and updated office records, both digital and physical.
  • Input data into spreadsheets and databases

Education

Medical Office Clerk - Medical Office Assistance

Sussex Tech Adult Division
Georgetown, DE
08.2005

Graduated - English Literature

Woodbridge High
Bridgeville, DE
06.2003

Skills

    • Customer service
    • Time management
    • Microsoft word
    • Conflict Management
    • Technical Support
    • Call Center Operations
    • Customer Education
    • Customer Communications
      • Appointment Setting
      • Product Recommendations
      • Account Maintenance
      • Account Updating
      • Payment Processing
      • Documentation and Reporting
      • Data Entry
      • Issue Resolution

Timeline

Call Center Agent

Paramount Staffing, LLC
12.2019 - 05.2021

Retention Specialist/Customer Service

ADT
08.2015 - 08.2019

Office Clerk

Cape Henlopen Dermatology
09.2006 - 03.2014

Medical Office Clerk - Medical Office Assistance

Sussex Tech Adult Division

Graduated - English Literature

Woodbridge High

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Sheena Smart