Customer Service & Operations Leader with 10+ Years' Experience

SHELINA HILL

***********@*****.*** 908-***-****

SUMMARY

Customer service and operations professional with over 10 years of experience supporting high-volume call center, e-commerce, financial services, healthcare, and technical support environments. Highly skilled in customer engagement, order processing, issue resolution, and documentation using Zendesk, Adobe Commerce, Microsoft Teams, and CRM platforms.

SKILLS

Customer Service & Call Center Operations Order Processing & E-Commerce Support Adobe Commerce (Magento) Zendesk Microsoft Teams Salesforce ServiceNow SAP Data Entry (11k Numeric / 9k Alpha) Typing 65 KPH Microsoft Office Google Workspace

PROFESSIONAL EXPERIENCE

Customer Service Representative — Famous Cigars (Remote) Oct 2025 – Present

• Process customer orders using Adobe Commerce, ensuring accuracy and timely fulfillment.

• Resolve customer inquiries related to orders, billing, shipping, and account updates using Zendesk.

• Collaborate with internal teams via Microsoft Teams to resolve escalations and improve customer satisfaction. Client Relationship Specialist — Vanguard – Malvern, PA Jan 2025 – Jun 2025

• Supported clients via inbound and outbound calls for brokerage account maintenance and transitions.

• Assisted with opening, closing, and transferring accounts while ensuring regulatory compliance.

• Verified client identity and legal documentation using LexisNexis. Customer Service Representative — Jacobson Group (Remote) May 2023 – Jan 2024

• Resolved billing and service inquiries in a high-volume environment.

• Coordinated prior authorizations using CPT and ICD-10 codes.

• Maintained accurate customer records and documentation. Call Center Manager — HBE, LLC – Edgewater, NJ

Mar 2020 – Apr 2023

• Managed daily call center operations including staffing, QA, and escalations.

• Reviewed orders received via EDI, phone, and fax for accuracy.

• Conducted hiring, training, and performance evaluations. Senior Auditor Representative (Contract) — Cigna – Bethlehem, PA Nov 2017 – Jan 2019

• Validated new business, renewals, cancellations, and lifecycle changes.

• Ensured compliance with Sarbanes-Oxley (SOX) controls.

• Utilized Zendesk for tier-one ticket creation.

Application Support Analyst (Contract) — Cox / Verizon – Bethlehem, PA Aug 2016 – Sep 2017

• Provided Tier 1 application support and troubleshooting for Epic and Dragon systems.

• Documented issue resolution and provided training to end users.

• Maintained SLA compliance through effective issue management. EDUCATION & CERTIFICATIONS

Associate in Accounting, University of Phoenix Paralegal Studies, Horizon Institute of Paralegal Studies CompTIA Training: A+, Network+, Security+

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