Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shenisa Bell

Phoenix

Summary

Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

Amazon Logistics ROC
10.2024 - 05.2025
  • Delivered outstanding carrier and driver experience/solutions, in a contact center environment, through researching, problem-solving, setting appropriate expectations and working within the Amazon Transportation network also assisted driver with load issues and also created cases.
  • Work in fast-paced environment, and adhere to schedules: start/stop, and breaks/lunches.
  • Support workload surges and/or weather-related operations as needed to include working significant overtime during designated high-volume peaks.
  • Used internal systems to gather data from multiple sources to support reporting on a daily, weekly, monthly and quarterly basis (AAP, Reach, Decisiv, FMC & YMS).
  • Worked with cross-functional teams. Use analytical skills to drive data-driven decision, and effectively communicate insights to others across Transportation Operations Management (TOM), Amazon Freight Partners (AFP), and Fleet.
  • Provided support to field teams in driver assignment, load acceptance and driver/equipment availabilityEnhanced carrier support processes, resulting in improved driver satisfaction and streamlined load management across the transportation network.

Customer Service Representative

Yandys.com
01.2022 - 03.2024
  • Handled customer inquiries and suggestions courteously and professionally. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Investigated and resolved customer inquiries and complaints quickly.

Call Center Representative

FDS Bank
03.2018 - 12.2021
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Negotiated to collect balance in full.
  • Achieved performance goals on consistent basis.
  • Resolved challenging situations with friendly but firm strategies.
  • Processed payments and applied to customer balances.
  • Processed payments and contracts on accounts.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Reviewed collection reports to determine status of collections and amounts of outstanding balances.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Handled 150 outbound and inbound calls daily with goal of collecting owed debt.
  • Recorded all information regarding financial status of customers.
  • Counseled debtors on payment options and arranged installment agreements.
  • Used skip tracing resources to locate debtors and updated information in company system.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Aided in implementing procedures and policies to facilitate timely payments.

Receptionist

Pc Porter
10.2015 - 01.2018
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Resolved customer problems and complaints.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Answered central telephone system and directed calls accordingly.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Helped with onboarding new clients and securing paperwork completion.
  • Maintained visitor log for entering and leaving facility for security purposes.

Customer Service Representative

Target Financial
02.2013 - 08.2015
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Delivered prompt service to prioritize customer needs.

Education

High School - undefined

James Madison High School
Norcross, GA
06.2002

Skills

  • Customer Service
  • Call Center Operations
  • Microsoft Excel
  • Microsoft Word
  • Problem Solving
  • Communication
  • Data Analysis
  • Customer Relations
  • Documentation
  • Quality Control
  • Administrative Support
  • Critical Thinking
  • Multi-tasking
  • Computer Proficiency

Timeline

Customer Service Representative

Amazon Logistics ROC
10.2024 - 05.2025

Customer Service Representative

Yandys.com
01.2022 - 03.2024

Call Center Representative

FDS Bank
03.2018 - 12.2021

Receptionist

Pc Porter
10.2015 - 01.2018

Customer Service Representative

Target Financial
02.2013 - 08.2015

High School - undefined

James Madison High School

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Shenisa Bell