Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Sheenae Muniz

Gulfport

Summary

Experienced and compassionate Customer Care Supervisor with 20+ years of customer service experience across call centers and in-home care. Proven success leading and coaching teams, resolving escalated issues, and maintaining performance standards. Passionate about supporting vulnerable communities and improving service delivery. Ready to bring leadership, empathy, and problem-solving skills to GA Foods' mission of delivering nutritious meals and exceptional customer care.

Overview

26
26
years of professional experience
1
1
Certification

Work History

In-Home Elderly Caregiver

Self-Employed
St. Petersburg
01.2011 - 01.2025
  • Provided compassionate care for elderly clients including medication reminders, hygiene support, mobility assistance, and companionship.
  • Maintained accurate records and collaborated with families and healthcare providers to ensure high-quality care.
  • Brought calm, patience, and dependability to clients and families during critical life moments.

Customer Service Floor Supervisor

Vista Marketing
St. Petersburg
01.2007 - 01.2010
  • Supervised 20+ call center agents, coached team members, and managed daily operations.
  • Resolved complex customer complaints and ensured consistent delivery of positive customer experiences.
  • Monitored KPIs and improved team performance through feedback and motivation.

Team Leader

Suntasia Marketing
St. Petersburg
01.2002 - 01.2007
  • Led team of agents in a fast-paced call center, specializing in sales and customer retention.
  • Trained new hires, managed call monitoring, and tracked agent metrics.
  • Boosted department morale and maintained top-tier customer service scores.

Call Center Representative

Vacation Services
St. Petersburg
01.1999 - 01.2002
  • Answered inbound and outbound calls related to vacation packages and travel services.
  • Assisted with reservations, billing questions, and issue resolution.
  • Honed multitasking and communication skills in a high-volume environment.

Education

High School Diploma -

Florida Home School
St. Petersburg, FL
01.2001

Skills

  • Call Center Supervision & Training
  • Customer Escalation & Complaint Resolution
  • Staff Coaching & Performance Development
  • CRM & Call Routing Systems
  • Empathetic Communication & Active Listening
  • Elderly & Special Population Care Experience
  • Team Building & Motivation
  • Schedule Coordination & KPI Monitoring

Certification

  • Supervisory Skills for Call Center Leaders, Coursera, 01/01/24
  • Dementia Care & Elderly Support, 01/01/23
  • First Aid & CPR Certified, Current

References

Available upon request.

Timeline

In-Home Elderly Caregiver

Self-Employed
01.2011 - 01.2025

Customer Service Floor Supervisor

Vista Marketing
01.2007 - 01.2010

Team Leader

Suntasia Marketing
01.2002 - 01.2007

Call Center Representative

Vacation Services
01.1999 - 01.2002

High School Diploma -

Florida Home School

Similar Profiles

CREATE PROFILE