SHENEAKA SINER
Summary
Goal-oriented Sales and Service Manager with six years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales, customer service and secondary metric goals. Charming Leader skilled in communication and collaboration for best-in-class service.
Professional sales and service leader with proven track record in driving revenue growth and enhancing customer satisfaction. Skilled in developing and implementing strategic initiatives, fostering team collaboration, and adapting to evolving market demands. Known for strong problem-solving abilities, effective communication, and unwavering focus on delivering measurable results. Proficient in CRM systems, sales forecasting, and customer relationship management.
Overview
2027
2027
years of professional experience
Work History
Sales and Service Manager
AT&T Mobility
Lafayette, LA
02.2019 - Current
- Leading 13-15 agents to being successful in customer service and sales environment
- Collaborate with peers and level two management to ensure success of call center daily operations.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Monitored customer service operations to assess agent performance and provide feedback.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Took ownership of customer issues and followed problems through to resolution.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Recruited and hired top performers to add talent and value to department.
CUSTOMER SERVICE REPERSENTATIVE
AT&T MOBILITY
LAFAYETTE, LA
5 2004 - 02.2019
- Answered average of thirty calls per day by addressing customer inquiries, solving problems and providing new product information.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and effective.
- Addressed and resolved customer product complaints empathetically and professionally.
- Met or exceeded service and quality standards every review period.
- Handled & Resolved Escalated Customers
- Lead Team to meet monthly goals
- 11/01/2016 - 06/01/2018 Supported Call Center Reps as MI60
- 09/2018-present Mi60 for New Hire
Education
High School Diploma -
CARENCRO HIGH SCHOOL
CARENCRO, LA2002
Skills
- Skilled in call center operations
- Multi-line phone operation proficiency
- Adheres to customer service procedures
- Strong problem solving aptitude
- Resolves Customer Escalations
- Strategic planning
- Policies and procedures
- Staff Management
- Improvement initiatives
- Key Performance Indicators
- Coaching and mentoring
- Verbal and written communication
- Employee development
Accomplishments
- Recipient of "AT&T Service Excellence Award" in 2015
- Recipient of "The League of Extraordinary Performers in 2012 and 2013
- Picked as Mi60 for the 2018 Star Builder Program
- Picked as Mi60 to assist with training 2018 New Hires
- 2022 1st quarter Serve The Customers Award Winner
- 2022 Level Up Leaders
Timeline
Sales and Service Manager
AT&T Mobility
02.2019 - Current
High School Diploma -
CARENCRO HIGH SCHOOL
CUSTOMER SERVICE REPERSENTATIVE
AT&T MOBILITY
5 2004 - 02.2019