Customer Service Support

Sheila Wilson

Experienced in Customer Service/Support, Income Tax, Notary, Travel, and Insurance

Detroit, MI 48221 ****.*****@*****.*** 313-***-****

In depth experience in many phases of the customer service/support, sales, insurance, insurance enrollments, communications, and airline industry.

Skilled In: Analyzing, Problem-Solving, Supervision, Management, Mentoring and Training. Handling customer issues and delegating tasks to customer service agents. Proficient in various software and programs such as Microsoft, World Span, Pars, Apollo, Sabre Passenger Ticketing, Turbo Tax, ProSeries and other Travel and Tax preparation software.

Work Experience

Tax Professional Agent

Tyrone's Income Tax Service Detroit - Detroit, MI - 2011 to Present

Assisted and also Prepared individual and small business income tax returns using electronic filing software. Helped taxpayers by using their federal, state, and local codes uncover potential deductions and credits. Reviewed income financial records and income statements. Also interviewed clients to get a thorough picture of financial situation, as a fiduciary, and assisted clients in receiving their maximum benefit permitted under the laws of the government.

Notary Signing Agent

Independent - State of Michigan - January 2006 to Present

Provide many phases of Notary services for individuals, Real Estate Companies, Title Companies (locally and nationally), Lenders, Realtors, Loan Officers, and Signing Service Companies.

Licensed Insurance Agent

IDJ Insurance Agency - W Bloomfield, MI - November 2017 to Present

To sell and service Auto, Homeowners and Life Insurance policies.

Licensed Insurance Agent / Customer Service Trainer (Temporary)

Dialog Direct/Qualfon - Highland Park, MI - September 2014 to 2021

Worked in a Call Center environment receiving inbound and making outbound calls to acquire sales for Medicare, Medicare Advantage and Medicare Supplemental Plans during open enrollment. Assisted with training a class of approximately 15-20 individuals for Healthcare Customer Service Training.

Customer Service Agent / Supervisor - Northwest Airlines

Northwest / Delta Airlines Detroit - Detroit, MI

April 1996 to March 2009

Provided excellent customer service for passenger accommodation and ticket processing - above

wing. Leader that oversaw Quality Service Agents in accompanying unaccompanied minors to and from their connecting flights - Supervised and Provided training and support for new and existing agents that interacted with passengers and handled passenger service and challenges. Maintained service annually for domestic and international ticket sales - Enforced security measures to ensure FAA, Company, and Airport Regulation compliance - Processed flight and critical load information for pilots and crew members, for flight departure and arrivals.

Customer Sales Support Associate / Trainer

AT&T Southfield - Southfield, MI

1989 to 2000

Resolved and referred customer reported service interruption - Resolved customer complaints for small to mid-size businesses - Identified/referred sales leads to Account Executives and Business Account Associates - Contacted customers to resolve problems as key liaison.

Education

Bachelor’s degree in Business

Baker College of Allen Park - Allen Park, MI

2015 to May 2019

Associate degree of Applied Science in Early Childhood Education

Baker College of Allen Park - Allen Park, MI

September 2015 to June 2017

Skills

Customer Service (20+ years)

Tax Preparation (10 years)

Auto Insurance (9 years)

Health Insurance (9 years)

Life Insurance (10 years)

Certifications and Licenses

Licensed Insurance Agent - All Licenses are valid and active.

November 2011 to Present

Licensed in Life, Accident & Health, Property and Casualty

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