Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Shelene Joseph-Perkins

Ridgeland,MS

Summary

To obtain employment with a company that offers a positive atmosphere to learn and implement new skills and technologies for the betterment of the organization

Overview

7
7
years of professional experience
1
1
Certification

Work History

SR. Telephone Representative

Hope Credit Union
01.2020 - Current
  • Reduced average call handle time without sacrificing quality by utilizing efficient problem-solving techniques.
  • Maintained detailed records of customer interactions, tracking trends, and identifying areas for improvement.
  • Balanced competing priorities effectively during high-volume periods to ensure all callers received prompt assistance.
  • Provided timely and accurate information to clients, ensuring a positive experience and building trust in the company''s services.
  • Troubleshot mobile/online banking problems, applying advanced understanding of offerings.
  • Assisted in training new hires, sharing best practices, and contributing to a supportive team environment. (In & out of state)
  • Mastered product knowledge to provide expert advice and tailored recommendations to customers'' needs.
  • Handled escalated calls professionally, resolving complex issues while maintaining composure under pressure.
  • Retained customers through persuasive negotiation skills and offering suitable solutions for their concerns or complaints.
  • Enhanced junior team performance through mentoring.
  • Assisted in the Underwriting process regarding SBA loans
  • Open membership accounts
  • Host team meetings

Telephone Representative

Hope Credit Union
12.2019 - 12.2020
  • Handled escalated calls professionally, resolving complex issues while maintaining composure under pressure.
  • Explained technical concepts to diverse product users while maintaining pleasant disposition.
  • Continuously sought opportunities for self-improvement, participating in relevant training programs to enhance job performance and expertise.
  • Identified potential upselling opportunities proactively by evaluating customers' accounts and aligning additional products/services offerings with their requirements.
  • Achieved high call quality scores through active listening and empathetic communication with customers.
  • Developed rapport with clients by demonstrating genuine interest in their needs and providing personalized assistance accordingly.
  • Collaborated with team members to improve overall performance, resulting in higher customer satisfaction ratings.

IT Help Desk Technician

Leidos
06.2019 - 12.2019
  • Configured hardware, devices, and software to set up work stations for employees.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Technical support for FBI Personnel
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.

Paralegal Intern

David, Goss &Williams PLLC
09.2017 - 04.2018
  • Collaborated with fellow interns and paralegals to complete tasks efficiently and meet deadlines consistently.
  • Conferred with clients and other involved parties to gather and track case information.
  • Enhanced legal research efficiency by utilizing advanced search techniques and legal databases.
  • Assisted lawyers with materials preparation for internal and external training events.
  • Researched innovative methods of adding value to key client relationships by providing timely material to facilitate frequent interactions with clients.
  • Coordinated trial exhibits by organizing materials, writing documentation, and preparing digital materials and displays.
  • Researched, monitored and informed firm of legal and industry developments and trends and articulated effects on practice and clients.
  • Researched applicable laws and codes to analyze factual information and prepare summary reports.
  • Composed and edited correspondence and memoranda from dictation, verbal direction and court related documents.
  • Showcased attention to detail when proofreading legal documents for grammar errors as well as ensuring citation formats comply with Bluebook standards.
  • Assigned file numbers and recorded case numbers to prepare master client list.

Education

Associate of Applied Science - Paralegal Studies

Holmes Community College
Ridgeland, MS
05.2018

Skills

  • Active Learning
  • Organization
  • Documentation
  • Appointment Scheduling
  • Dispute Resolution
  • Escalation management
  • CRM Software
  • Customer Service

Accomplishments

Impact Award 2023 (02/2023 - Present) Hope FCU Service Excellence 2021 award (10/2021 - Present) HOPE FCU Service Excellence 2020 award HOPE FCU

Certification

Realtor (CMR) 2024

NAR (National Association of Realtors) 2024

Security Clearance 2018

Timeline

SR. Telephone Representative

Hope Credit Union
01.2020 - Current

Telephone Representative

Hope Credit Union
12.2019 - 12.2020

IT Help Desk Technician

Leidos
06.2019 - 12.2019

Paralegal Intern

David, Goss &Williams PLLC
09.2017 - 04.2018

Associate of Applied Science - Paralegal Studies

Holmes Community College

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Shelene Joseph-Perkins