Shenisa Bell
North Las Vegas,NV
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Yandys.com
01.2022 - 10.2025
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Investigated and resolved customer inquiries and complaints quickly.
Call Center Representative
FDS Bank
03.2018 - 12.2021
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Processed payments and contracts on accounts.
- Maintained high volume of calls and met demands of busy and productive group.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Handled 150 outbound and inbound calls daily with goal of collecting owed debt.
- Recorded all information regarding financial status of customers.
- Counseled debtors on payment options and arranged installment agreements.
- Used skip tracing resources to locate debtors and updated information in company system.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Assisted in implementing procedures and policies to facilitate timely payments.
Receptionist
Pc Porter
10.2015 - 01.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
Customer Service Representative
Target Financial
02.2013 - 08.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
James Madison High School
Norcross, GA06.2002
Skills
- Customer Account Management
- Customer Relations
- Lotus Notes
- Typing Proficiency
- Documentation
- Call Center Operations
- Policy and Procedure Adherence
- Quality Control
- Shipping and Receiving Understanding
- Money Handling Abilities
- Administrative Support
- Multi-Line Telephone Operation
- 10-Key
- Microsoft Excel
- Calendaring
- Active Listening
- Reading Comprehension
- Critical Thinking
- Cultural Awareness
- Microsoft Word
- Computer Proficiency
- Refund Processing
- Customer Service
- Microsoft PowerPoint
- Customer Consulting
- Order Processing
Timeline
Customer Service Representative
Yandys.com
01.2022 - 10.2025
Call Center Representative
FDS Bank
03.2018 - 12.2021
Receptionist
Pc Porter
10.2015 - 01.2018
Customer Service Representative
Target Financial
02.2013 - 08.2015
High School Diploma -
James Madison High School