Sheila Norris
Panama City,FL
Summary
Accomplished Customer Experience Agent with a proven track record of delivering exceptional service in demanding settings. Skilled at building strong rapport with customers, assessing their needs, and effectively addressing concerns or issues. Possesses outstanding communication and problem-solving abilities, consistently ensuring customer satisfaction by phone and in person. Brings a diverse background encompassing technical support, customer relations, sales, warranty management, tax preparation, and client transportation.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Experience Agent
Sitel
09.2020 - 05.2024
- Leveraged excellent listening skills to understand each customer's unique situation, resulting in tailored recommendations that met their specific needs.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Developed comprehensive understanding of product offerings in order to effectively communicate benefits to prospective customers.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Served as the primary point of contact for customers experiencing product issues, delivering exceptional service throughout the entire warranty process.
- Acted as an advocate for both the company's interests as well as those of clients, ensuring that all parties' needs were met in a mutually beneficial manner.
Executive Chauffeur
Happy Limousine
11.2016 - 09.2020
- Generated increased referrals by consistently exceeding expectations in both service quality and personal presentation standards.
- Handled financial transactions accurately while maintaining records of expenses for company reporting requirements.
- Mapped efficient routes with minimal disruption to passengers or schedules.
- Managed diverse itineraries, adapting quickly to schedule changes and last-minute requests from clients.
- Conducted routine vehicle inspections to ensure proper maintenance and address any potential issues before they escalated.
- Built lasting relationships with clients through exceptional customer service and attentiveness to their needs.
Executive Chauffeur
Michael Storms Transportation Solutions
08.2014 - 12.2018
- Trusted and reliable resulting in the ability to park a Mercedes Benz S550 at residence when off duty
- Maintained a pristine vehicle appearance, ensuring a comfortable and professional environment for clients.
- Transporting clients over the Greater Central Florida area as well as traveling out of state if needed by client.
- Attained new customers with sales techniques and customer service
- Maintained log of daily trips to keep accurate records of fares and destinations.
- Prepared detailed expense reports after each assignment for accurate billing purposes.
- Accepted payments and provided receipts for fares to keep accurate records of transactions.
Executive Chauffeur
Wheelers Luxury Transportation
09.2010 - 11.2014
- Executive chauffeur
- Exercised discretion and confidentiality when handling sensitive information or high-profile passengers.
- Often requested by clients as a private chauffeur
- Achieved high levels of client retention through consistent professionalism, discretion, and dedication to quality service.
- Generated increased business for the company by consistently exceeding expectations in both service quality and personal presentation standards.
Compliance Team Member
Fluor Constructors International, Inc
09.2002 - 12.2008
- Responsible for all documentation showing safety of all hazardous materials and areas of plant
- Created and managed project plans, timelines and budgets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Demonstrated commitment to ongoing professional development by actively participating in industry seminars, workshops, and conferences to stay current with market trends and best practices.
- Editing and updated information blueprint equipment and interlock test results
- Ensured safety compliance by following proper procedures when operating equipment and handling chemicals.
- Dealt with OSHA and TOSHA regular basis
- Ensured safety compliance in the workplace by adhering to OSHA standards and regulations.
- Collaborated with management to address timekeeping issues, resulting in improved workforce planning strategies.
- Provided support for document controls and worked with contract documents.
Customer Service Representative
Advanced Call Center Technologies, LLC
01.2001 - 09.2002
- Protected company assets through vigilant review of account activity, swiftly addressing any anomalies or suspicious behavior detected.
- Safeguarded sensitive customer information by adhering to strict confidentiality protocols during investigations.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reduced fraud incidents by implementing advanced detection tools and strategies.
- Increased operational efficiency through strategic utilization of technology solutions specifically designed for fraud detection purposes.
- Reduced fraudulent activities by thoroughly investigating suspicious transactions and reporting findings to management.
Education
High school or equivalent - General
Cairo High School
Cairo, GA07.1980
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Remote Support
- Incident Management
- Reliability and punctuality
- Customer Satisfaction
- Time Management
- Attention to Detail
- Data entry proficiency
- Client Relations
- Customer Account Management
Certification
- Driver's License
- Chauffeur's Permit
Personal Information
Headline: Customer service with a smile
Additional Information
June 2022-July 2024: I was the sole caregiver for my mother who suffered from alzheimer's disease. The gap in my resume is due to being caregiver to my mother after her illness progressed to the final stages requiring 24 hour care until her death.
Timeline
Customer Experience Agent
Sitel
09.2020 - 05.2024
Executive Chauffeur
Happy Limousine
11.2016 - 09.2020
Executive Chauffeur
Michael Storms Transportation Solutions
08.2014 - 12.2018
Executive Chauffeur
Wheelers Luxury Transportation
09.2010 - 11.2014
Compliance Team Member
Fluor Constructors International, Inc
09.2002 - 12.2008
Customer Service Representative
Advanced Call Center Technologies, LLC
01.2001 - 09.2002
High school or equivalent - General
Cairo High School
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