Sirenia Roaf
Milwaukee,USA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
CHA
TalentBridge, Milwaukee
Milwaukee
08.2023 - Current
- Provide personal care and daily living assistance to students with disabilities, ensuring comfort, safety, and dignity.
- Assist teachers in delivering academic and non-academic instruction, including activities aligned with IEP and 504 plans.
- Help with field trips and classroom maintenance to promote a safe, inclusive, and supportive learning environment.
- Support mobility and physical needs.
CSR III
Milwaukee Water Works, Milwaukee
Milwaukee
01.2023 - 04.2023
- Performed complex telephone, cashiering, and clerical duties in response to an average of 40 to 50 daily municipal service inquiries.
- Responded to requests for services, account status, billing, payments in accordance with Milwaukee Water Works Customer Service Policies and Procedures.
- Received and recorded customer payment arrangements, corrected customer account information and updated ownership & billing information.
DCT/Phlebotomist
Grifols Plasma, Milwaukee
Milwaukee
01.2022 - 12.2022
- Performed blood and plasma collections in accordance with FDA, OSHA, and center safety standards to ensure donor and recipient safety.
- Conducted pre-donation screenings and collected blood samples for infectious disease and quality testing on a regular schedule.
- Monitored donor vital signs and performed finger-stick testing to assess hemoglobin and protein levels prior to blood collection.
- Delivered excellent customer service by providing donors with a safe, comfortable, and positive donation experience while addressing questions and concerns professionally.
Manufacturing Processor / Data Entry
Genco Pharmaceutical Services
Milwaukee, WI
07.2017 - 03.2018
- Applied meticulous attention to detail to ensure precise labeling, record-keeping, and product integrity.
- Managed high-volume processing of 700+ daily pharmaceutical items with consistent accuracy and efficiency.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
Call Center Representative
JCPenney
Milwaukee, WI
12.2016 - 06.2017
- Managed high-volume inbound calls to address customer inquiries and resolve issues efficiently.
- Provided product information and support to enhance customer shopping experiences and satisfaction levels.
- Documented customer interactions accurately in CRM systems to maintain detailed service records.
- Collaborated with team members to implement process improvements that enhanced call handling efficiency.
CSR/Beauty Advisor
Walgreens, Milwaukee, WI
Milwaukee, WI
08.2014 - 11.2016
- Handling cash, credit, and debit card transactions at the checkout counter.
- Ensuring the sales floor is clean, organized, and visually appealing.
- Keeping track of inventory levels and ensuring products are well-stocked.
- Addressing customer complaints and resolving issues in a professional and timely manner.
Education
High School Diploma -
Banner Preparatory High School
Milwaukee06.2013
Skills
- First-Call Resolution
- High Documentation Accuracy
- Supports Diverse Customer Needs
- Highly Adaptable
- Positive, Customer-Focused Mindset
- Confidentiality Compliance (HIPAA/PCI/PII)
- Quality Assurance Compliance
- Policy & Script Adherence
- Multitasking Across Multiple Systems
- Email & Chat Support (Outlook, Gmail, Intercom)
- Remote Tools (Teams, Slack, Zoom)
- Professional Phone & Chat Etiquette
- High-Volume Call Handling
- Clear Written & Verbal Communication
- Multi-line phone talent
- Building rapport
- Administrative support
- Microsoft Office Suite
- Call center experience
- Customer service
- Critical thinking
- Data entry
- Active listening
Timeline
CHA
TalentBridge, Milwaukee
08.2023 - Current
CSR III
Milwaukee Water Works, Milwaukee
01.2023 - 04.2023
DCT/Phlebotomist
Grifols Plasma, Milwaukee
01.2022 - 12.2022
Manufacturing Processor / Data Entry
Genco Pharmaceutical Services
07.2017 - 03.2018
Call Center Representative
JCPenney
12.2016 - 06.2017
CSR/Beauty Advisor
Walgreens, Milwaukee, WI
08.2014 - 11.2016
High School Diploma -
Banner Preparatory High School