SHELIA R. WIGFALL
BURLESON
Summary
I am an experienced remote worker with amazing customer service skills. I have recent employment history in conducting interviews and adjudication services. My objective is to use my skills to enhance the goals and mission of a company.
Overview
17
17
years of professional experience
Work History
Premier Service Consultant
AT&T Mobility
07.2022 - Current
- Handle customer interactions ( calls ) in a fast pace environment.
- Support various customer inquiries, including technical support.
- Troubleshoot basic problems and seek higher support if needed.
- Explain bills and products clearly.
- Identify upsell opportunities and make recommendations to right fit customers with the latest technology, services and offered.
- Use multiple tools ans systems to resolve various service, billing and payment inquiries as well as maintain customer records.
- Collaborate with team members to develop new strategies for enhancing customer experience and retention.
TIER II ADJUDICATOR
SOLIDSTATE OPERRATIONS
03.2021 - 12.2021
- Adjudicated Non Separation and Separation unemployment claims.
- Audited and corrected fact finding documents.
- Created decision letters.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
ADJUDICATOR
APPLEONE / MAXIMUS
10.2020 - 03.2021
- Research and respond to written and verbal inquires.
- Made recommendations on claimants eligibility.
- Complete written decisions that comply with state and federal laws.
- Review reports to identify errors to conduct follow ups.
- Interviewed claimants and employers to gather factual information.
CSR
CENSUS, MAXIMUS
04.2020 - 07.2020
- Handle inbound and outbound calls.
- Conducting interviews and responding to assistance request.
- Maintaining quality, schedule adherence, and time management goals.
- Interviewed residents in assigned areas to explain purpose of Census, ask questions and record answers.
- Explained questions in better detail for interviewees to allow truthful answers.
- Completed surveys by rechecking contact information before ending each call.
PERSONAL ASSISTANT
SELF EMPLOYED
03.2016 - 03.2020
- Transported individuals to events and activities, work, medical appointments, and shopping trips.
ONLINE BANKING TECH SUPPORT SPECIALIST
CAPITAL ONE
06.2011 - 03.2016
- Trained staff to improve customer interactions.
- Researched accounts and provided appropriate support and information to inquires.
- Provided calm and professional demeanor to de-escalate situations in high-demand and high volume workspace.
- Cross-sold a wide range of services and products to increase new business and expand existing customer relationships.
- Educated customers about account maintenance, deposit processing, and support policies and procedures.
- Met customer call guidelines for service levels, handle time, and productivity.
BACKOFFICE SUPPORT
AEROTEK
10.2007 - 11.2009
- Processing and monitoring orders while providing internal and external support.
- Resolved complex billing issues.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Education
High School Diploma -
Polytechnic High School
Fort Worth, TX06.1987
Skills
- Interviewing
- Adjudication
- Auditing
- Working with high volumes
- Training
- Researching
- Adapting to change quickly
- Client de-escalation
- Record maintenance
- Multitasking and Prioritization
- Customer Service Support
- Attention to Detail
Timeline
Premier Service Consultant
AT&T Mobility
07.2022 - Current
TIER II ADJUDICATOR
SOLIDSTATE OPERRATIONS
03.2021 - 12.2021
ADJUDICATOR
APPLEONE / MAXIMUS
10.2020 - 03.2021
CSR
CENSUS, MAXIMUS
04.2020 - 07.2020
PERSONAL ASSISTANT
SELF EMPLOYED
03.2016 - 03.2020
ONLINE BANKING TECH SUPPORT SPECIALIST
CAPITAL ONE
06.2011 - 03.2016
BACKOFFICE SUPPORT
AEROTEK
10.2007 - 11.2009
High School Diploma -
Polytechnic High School
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