Sheila Brown
Tulsa,OK
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.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Alorica
02.2020 - 04.2023
- Answered constant flow of customer calls with minimal wait times.
- Maintained up-to-date knowledge of product and service changes.
- Promoted available products and services to customers during service, account management, and order calls.
- Created and maintained detailed database to develop promotional sales.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Responded proactively and positively to rapid change.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Documented and detailed calls and complaints using call center's CRM database.
- Detailed payment options and explained price, receipt and billing details to customers.
- Approved and terminated customer contracts upon request.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes
Truck Driver
Total Transportation Solutions
11.2016 - 07.2018
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Inspected load security and checked for damages.
Truck Driver
NCS Transportation
08.2015 - 10.2016
- Documented mileage, deliveries, pickups, customer issues and damages.
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
- Inspected load security and checked for damages.
- Kept accurate records of cargo delivery times and vehicle maintenance to provide documentation to dispatch for billing and inventory purposes.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Completed preventive maintenance checks and basic repairs to vehicles.
- Communicated with dispatchers and other office personnel to handle two-way updates and adjust daily schedules.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Dropped and hooked trailers and changed configuration of equipment.
- Conferred with dispatch to relay delays and receive route.
- Coordinated efficient routes for optimal delivery scheduling and maximum daily performance.
- Verified contents of inventory loads against Bills of Lading.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Inspected truck for defects and safe operating condition before, during and after trips.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Operated with safety and skill to avoid accidents and delays.
- Clearly communicated with dispatchers to give updated information on estimated times of arrival and latest road conditions.
- Checked shipping papers to determine nature of load and checked for presence of hazardous materials.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Inspected trucks and trailers before each trip to assess safety and identify maintenance concerns.
ADMINISTRATIVE ASSISTANT
CEDAR POINT CHURCH
09.2014 - 07.2015
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed filing system, entered data and completed other clerical tasks.
- Created and maintained databases to track and record customer data.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
TRUCK DRIVER SWIFT TRANSPORTATION
11.2012 - 09.2014
- Picked up and delivered freight on time kept accurate records interacted with shippers and receivers
SEAMSTRESS
SCOTT SPECIALTIES
05.2010 - 07.2012
- Sewed together various products in a timely manner
Education
ASSOCIATE OF ARTS - BUSINESS
CLOUD COUNTY COMMUNITY COLLEGE
Skills
- Customer Consulting
- Research
- Service Standard Compliance
- Microsoft Word
- Active Listening
- Customer Service
- Calm and Professional Under Pressure
- Administrative Support
- Professional Telephone Demeanor
- Positive Attitude
- Data Entry
- Outstanding Customer Service
Timeline
Customer Service Representative
Alorica
02.2020 - 04.2023
Truck Driver
Total Transportation Solutions
11.2016 - 07.2018
Truck Driver
NCS Transportation
08.2015 - 10.2016
ADMINISTRATIVE ASSISTANT
CEDAR POINT CHURCH
09.2014 - 07.2015
TRUCK DRIVER SWIFT TRANSPORTATION
11.2012 - 09.2014
SEAMSTRESS
SCOTT SPECIALTIES
05.2010 - 07.2012
ASSOCIATE OF ARTS - BUSINESS
CLOUD COUNTY COMMUNITY COLLEGE
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