Service Representative Agent

SHEENA OUSLEY

West Memphis, AR ***** 901-***-**** **************@*****.***

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service- oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Customer Implementation Support

Outstanding Communication Skills

Call Volume Analysis

Inbound Customer Service

Understanding Customer Needs

Calm and Professional Under Pressure

Remote Customer Service Agent, 04/2022 - 07/2022

Alorica – Saraland, AL

Offered advice and assistance to customers, paying attention to special needs or wants. Updated account information to maintain customer records. Answered customer telephone calls promptly to avoid on-hold wait times. Handled customer inquiries and suggestions courteously and professionally. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Answered constant flow of customer calls with minimal wait times. Remote Customer Service Specialist, 05/2021 - 04/2022 CMI Group – Dallas, TX

Responded to customer requests for products, services, and company information. Analyzed customer service trends to discover areas of opportunity and provide feedback to management. Processed customer service orders promptly to increase customer satisfaction. Complied with company policies and procedures by encouraging positive and effective work environment among employees.

Reinforced established quality control standards and followed procedures for optimal customer interactions

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Laboratory Assistant, 01/2018 - 10/2021

East Arkansas Family Health Center – West Memphis, AR Prepared samples for shipping and disposed of bodily fluids in proper containers. Collaborated with other departments to establish cohesive laboratory operations. Contacted physicians, nursing stations, or reference laboratories for resolution assistance with unusual test orders.

Developed and implemented new protocols to improve accuracy of laboratory results by 10% Maintained documentation on tests performed in lab. Implemented lab procedures to prevent errors and protect staff. Trained new laboratory personnel to apply proper laboratory techniques and best practices. Customer Service Representative, 05/2017 - 09/2017 Fedex Express – Memphis, TN

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Provided primary customer support to internal and external customers. Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

Bachelor of Science: Computer Science, Expected in 12/2026 University of Phoenix - Tempe, AZ

EDUCATION

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