Sheila Long
College Station,TX
Summary
Skilled team player with strong background in customer service environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities.
Overview
10
10
years of professional experience
Work History
Escalation Resolution Specialist
Computershare Investor Services
09.2023 - Current
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
Customer Resolution Specialist
Computershare – College Station
11.2019 - 09.2023
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets
- Managed communications between team members, customers and vendors to keep operations efficient and successful
- Protected business from unnecessary liability by carefully following security and safety standards
- Entered data efficiently and accurately to update customer accounts
- Placed or answered phone calls, providing an excellent customer experience by applying good listening skills.
Correctional Officer
Texas
04.2017 - 06.2018
- Coordinated secure and safe visitation between inmates and personal and legal contacts.
- Intervened in inappropriate situations to eliminate unauthorized behaviors and restore order.
- Observed inmates continuously to maintain safety and enforce facility rules.
- Maintained expertise in less-lethal weaponry to keep peace between sometimes violent inmates.
- Followed proper procedures at all times to protect both inmates and staff.
- Identified and handled disputes between inmates to prevent escalation into major problems.
Department Manager
Walmart Supercenter, Station
11.2014 - 02.2017
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Worked closely with sales associates to complete tasks.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
Skills
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Creative Problem Solving
- De-escalation Techniques
- Multitasking and Prioritization
Timeline
Escalation Resolution Specialist
Computershare Investor Services
09.2023 - Current
Customer Resolution Specialist
Computershare – College Station
11.2019 - 09.2023
Correctional Officer
Texas
04.2017 - 06.2018
Department Manager
Walmart Supercenter, Station
11.2014 - 02.2017
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