Shellena Wilson
Melissa,TX
Summary
Customer service professional with 7+ years of experience supporting high-volume customer interactions across phone, email and chat channels. Skilled in order processing, product recommendations, account support and problem resolution. Known for building strong business relationships with customers, identifying needs quickly and recommending effective solutions. Experienced using CRM and order management systems to assist customers efficiently in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Capital One
02.2024 - Current
- Manage high-volume inbound customer interactions while resolving account inquiries and service requests.
- Identify customer needs and provide solutions that improve overall account experience.
- Assist customers with navigating online account tools and digital service platforms.
- Maintain accurate documentation of interactions within CRM systems.
- Collaborate with internal teams to ensure timely resolution of customer concerns.
- Deliver professional service while meeting productivity and quality expectations.
Customer Support Representative
Crescent Bank
10.2019 - 02.2024
- Provided customer service support through phone and email channels while assisting with account inquiries and service requests.
- Processed customer requests with strong attention to detail and accuracy.
- Built positive customer relationships by actively listening and identifying needs.
- Assisted customers with navigating digital account tools and online service platforms.
- Documented interactions and maintained accurate customer records within internal systems.
- Consistently met performance and service quality goals in a fast-paced contact center.
Customer Service Representative
SATCO Products
07.2016 - 09.2019
- Assisted customers with product inquiries, pricing questions, order placement and shipping updates.
- Recommended appropriate products based on customer needs to support purchasing decisions.
- Processed orders and updated order details using internal order management systems.
- Resolved customer concerns regarding delivery timelines and product availability.
- Maintained strong customer relationships through prompt and professional communication.
- Coordinated with internal teams to ensure accurate order fulfillment and timely updates.
Education
High School Diploma -
Hebron High School
05-2011
Skills
- Customer Order Processing
- Account Support & Troubleshooting
- Phone, Email & Chat Customer Support
- Product Recommendations
- Customer Relationship Building
- Order Management Systems
- Problem Solving & Conflict Resolution
- Website Navigation Assistance
- CRM Systems
- Microsoft Word & Excel
- Multitasking & Time Management
- Professional Communication
Timeline
Customer Service Specialist
Capital One
02.2024 - Current
Customer Support Representative
Crescent Bank
10.2019 - 02.2024
Customer Service Representative
SATCO Products
07.2016 - 09.2019
High School Diploma -
Hebron High School