Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sierra Shelton

Friendswood,TX

Summary

Reliable and adaptable professional with diverse experience in corrections, healthcare, and remote customer service. Background includes over a year in jail operations and inmate booking, hands-on CNA training in a veteran-focused facility, and recent remote support work for major clients like HBO Max and Blue Cross Blue Shield. Known for a strong work ethic, clear communication, and a calm, professional demeanor under pressure.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Call Center Agent

PATLive
Friendswood, Texas
07.2025 - Current
  • Verify and upload documentation received from callers
  • Handle high call volume with professionalism, patience, and accuracy
  • Communicate complex state guidelines in simple, friendly terms- maintaining calm even with frustrated callers.
  • Consistently meet quality and compliance standards for verified documentation and customer satisfaction

Remote Customer Service Representative

Harte Hanks
Bonham, TX
10.2023 - 05.2024
  • Delivered remote support for streaming and healthcare service users via phone, email, and live chat
  • Resolved technical issues and insurance-related inquiries with empathy and efficiency
  • Maintained performance metrics and customer satisfaction in a high-volume environment
  • Provided accurate information about products and services to customers.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved customer complaints promptly and efficiently.

CNA in Training

Clyde Cosper Veteran Home
Bonham, TX
08.2017 - 10.2017
  • Completed 3-month Certified Nursing Assistant training program
  • Assisted with daily patient care, hygiene, and mobility under supervision
  • Gained hands-on experience in a veteran care facility, focusing on compassion and dignity

Correctional Officer / Booking Officer

Fannin County Jail
Bonham, TX
04.2015 - 09.2016
  • Processed inmate intake, release, and booking paperwork in accordance with legal standards
  • Conducted facility checks and enforced rules and regulations to ensure safety and order
  • Collaborated with law enforcement personnel and maintained detailed records

  • Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
  • Transported prisoners between facilities or court hearings using secure vehicles equipped with restraints.
  • Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
  • Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.

Education

High School Diploma -

Bonham High School
Bonham, TX
05-2015

Skills

  • Technical support
  • Customer relationship management
  • Product knowledge
  • Billing inquiries
  • Performance metrics
  • Problem solving
  • Attention to detail
  • Team collaboration
  • Paperwork processing
  • Microsoft Office & CRM Systems
  • Typing Speed: 75 WPM
  • De-escalation & Conflict Management
  • Healthcare Support & Patient Interaction
  • HIPAA & Confidentiality Compliance

Certification

  • Personally Identifiable Information Certification #GYJ48P7KIJ 07/07/2025
  • Texas TABC Alcohol Seller/Server Certification #10885203 10/08/2025

Timeline

Call Center Agent

PATLive
07.2025 - Current

Remote Customer Service Representative

Harte Hanks
10.2023 - 05.2024

CNA in Training

Clyde Cosper Veteran Home
08.2017 - 10.2017

Correctional Officer / Booking Officer

Fannin County Jail
04.2015 - 09.2016

High School Diploma -

Bonham High School

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