Sheena S. Matos
Bronx,NY
Summary
Motivated and dedicated customer service professional with over 10 years of experience in the industry. A collaborative team player and effective leader with strong communication skills and a passion for continuous learning and growth. Skilled in problem-solving and delivering exceptional service, with a commitment to maintaining professionalism to enhance profitability and drive business success
Overview
20
20
years of professional experience
Work History
Receptionist
Hughes Institute for Security Training
01.2019 - Current
- Greeted incoming visitors and customers in a professional and friendly manner, providing knowledgeable assistance
- Managed 75+ customer calls per day, directing calls to the appropriate parties, checking voicemail, and returning missed calls
- Oversaw general office records and data management, maintaining an organized filing system
- Fostered positive relationships with employees, including executives, to ensure effective communication
- Researched and resolved customer concerns, addressing issues efficiently while maintaining a professional and courteous demeanor
Payroll Administrator
Hughes Institute for Security Training
01.2019 - 03.2020
- Managed payroll processing for over 250 employees, ensuring accurate and timely disbursements
- Calculated and processed salary adjustments, rate changes, retroactive pay, overtime, bonuses, vacation, terminations, and garnishments
- Ensured confidentiality and protected payroll information by maintaining strict privacy standards
- Processed employee W-9 and I-9 forms, and administered benefits related to employee leave
- Monitored and tracked employee leave time, ensuring compliance with company policies and regulations
Shift Supervisor
Hughes Institute for Security Training
01.2015 - 01.2019
- Fostered a positive company culture centered on warmth, inclusivity, and belonging
- Maintained cleanliness and sanitation standards across all work areas
- Oversaw proper product consolidation, waste tracking, and daily rotation of inventory
- Responsible for conducting daily inventory counts and overseeing the receipt of incoming products
- Demonstrated a strong presence, connecting with team members and customers with transparency, dignity, and respect
Technician
01.2005 - 01.2015
- Diagnosed and repaired internal and external issues with customer cell phones
- Updated and transferred customer data between devices
- Managed daily inventory by revising and recording merchandise stock levels
- Coordinated with vendors via phone, fax, and email to source cell phone equipment
- Provided customer support in both retail stores and call centers, addressing inquiries and resolving issues
Education
High School Diploma -
Bronx Coalition For Technology
Bronx, NY 06-2004
Skills
- Customer & Client Relationship Management
- Document Management & Control
- Administrative & Clerical Support
- Experience in High-Volume Environments
- Brand Awareness & Promotion
- Point of Sale (POS) Systems Expertise
- Exceptional Customer Service & Support
- Employee Coaching, Training, & Mentorship
- Effective Priority & Time Management
- Data Analysis & Review
- Proficient in Payroll Software & Systems
- Payroll & Benefits Administration
- Strong E-mail & Telephone Communication Skills
- Organization skills
Timeline
Receptionist
Hughes Institute for Security Training
01.2019 - Current
Payroll Administrator
Hughes Institute for Security Training
01.2019 - 03.2020
Shift Supervisor
Hughes Institute for Security Training
01.2015 - 01.2019
Technician
01.2005 - 01.2015
High School Diploma -
Bronx Coalition For Technology
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