Customer Support & Call Center Specialist

Sheila Rhodes

Miller Beach, Indiana

*******@******.*** 808-***-****

Professional Summary

Customer Service and Call Center Professional with 10+ years of experience delivering high-volume remote customer support, workforce services, education advising, and case management. Experienced managing inbound/outbound calls, resolving customer concerns, documenting interactions, de-escalating complex situations, and providing exceptional service across phone, email, and chat channels. Skilled in Salesforce CRM, data management, troubleshooting, and cross-functional collaboration. Proven ability to work independently in remote environments while maintaining quality standards, productivity metrics, and customer satisfaction.

Core Competencies

• High-Volume Inbound & Outbound Calls

• Customer Support & Problem Resolution

• Active Listening & Communication

• First Call Resolution

• De-escalation & Conflict Management

• Customer Documentation & Case Tracking

• Escalation Management

• Multichannel Support (Phone, Email, Chat)

• Salesforce CRM

• Microsoft Office Suite

• Remote Work Technologies

• Critical Thinking & Collaboration

Professional Experience

Program Specialist III (Remote) Indiana Department of Workforce Development Nov 2020 – Jun 2025

• Managed high-volume inbound and outbound calls, assisting customers with unemployment claims, workforce services, program eligibility, and technical issues.

• Provided customer support through phone, email, and chat while maintaining service quality standards.

• Resolved customer concerns through active listening, troubleshooting, and issue resolution while escalating complex situations appropriately.

• Maintained accurate documentation using Salesforce CRM and Microsoft systems.

• Conducted proactive outreach campaigns to improve customer engagement and service completion rates.

• Worked remotely while maintaining productivity goals and customer satisfaction standards.

Title I & RTI Instructor Merrillville Intermediate School Feb 2015 – Oct 2020

• Provided individualized support while managing multiple priorities in fast-paced environments.

• Utilized communication, problem-solving, and customer service skills to support diverse populations.

Adjunct Instructor – Adult Education Indiana University Northwest Mar 2016 – Jun 2017

• Guided adult learners through onboarding, registration processes, and program navigation.

Administrative Coordinator University of Hawaii – Kapiʻolani Community College

Aug 1998 – Dec 2013

• Provided administrative support, customer service, data management, and program coordination.

Education

• Bachelor of Science, Management & Communications – University of Phoenix Additional Qualifications

• Experienced Remote Worker

• Strong Internet and Technology Proficiency

• Comfortable Managing Confidential Information

• Available for Flexible Scheduling

References Available Upon Request

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