Sheena Truesdale
Charlotte,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery, and detail-oriented team player with strong organizational skills.
Overview
15
15
years of professional experience
Work History
Independent Contractor
Arise
03.2023 - Current
- Customer Service Representative and Case Manager (Escalations) for Cinch Home Warranty
- Investigated and resolved customer inquiries and complaints.
- Improved customer satisfaction by addressing and resolving complex and escalated issues.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Utilized specialized software tools when necessary to enhance productivity or meet specific client requirements.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Participated in ongoing training and development, staying current on company policies, products, and procedures.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues that were sent to case management/escalations.
- Maintained up-to-date knowledge of product and service changes
- Attended weekly meeting to continuously improve skills.
- Researched and identified solutions to acquire resources and meet customer needs.
Owner
NCHomeFinds
06.2009 - Current
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Managed day-to-day business operations.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Created and monitored promotional approaches to increase sales and profit levels.
- Prepared annual budgets with controls to prevent overages.
Education
Bachelor of Arts - History
Fayetteville State University
Fayetteville, NC12.1997
Skills
- Integrity and Transparency
- Records management specialist
- Proficient in MS Office
- Cash Handling
- Accounting systems and software
- Data Entry
- Rapid 10-key data entry
- Problem-Solving
- Clerical Support
- Windows 10 and newer Proficiency
- Customer Relationship Building
- De-Escalation Techniques
- Attention to Detail
- Adaptability and Flexibility
- Teamwork and Collaboration
- Customer Data Confidentiality
- Active Listening
Timeline
Independent Contractor
Arise
03.2023 - Current
Owner
NCHomeFinds
06.2009 - Current
Bachelor of Arts - History
Fayetteville State University