Summary
Overview
Work History
Education
Skills
Timeline
Generic

SHEKINAH HENLEY

Fresno

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

12
12
years of professional experience

Work History

Driver

WelbeHealth
05.2024 - Current
  • Followed all relevant traffic laws and safety regulations.
  • Achieved safe driving records by consistently following traffic rules and regulations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
  • Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
  • Communicated with participants to provide delivery updates and confirm delivery locations.
  • Provided exceptional customer service, addressing concerns and resolving issues promptly.

Transportation Driver

Fresno Area Express
10.2022 - 07.2023
  • Careful and experienced Transportation Driver with excellent customer service and driving
  • High scheduling flexibility, including weekends, evenings, and most holidays
  • Knowledgeable and mindful about all safety standards for large vehicle operation
  • High ability to maintain strong professional relationships with co-workers and customers
  • Coordinated efficient routes to avoid delays and optimize schedules.
  • Demonstrated excellent time management skills, consistently meeting tight deadlines and maintaining punctuality for all scheduled routes.
  • Enhanced customer satisfaction by providing timely and professional transportation services.
  • Adhered to traffic laws while navigating various weather conditions, maintaining a clean driving record throughout tenure.

Customer Service Representative

Internal Revenue Services
02.2020 - 10.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Tax Examining Technician

Internal Revenue Services
02.2018 - 02.2020
  • Provide assistance on analysis initiated by taxpayer determining information needed to resolve problems, researching tax data through IDRS, accounting records, IRS officials or other agencies, and also correct and adjust taxpayers’ accounts, computing tax liability, and prepare manual refunds
  • Developed a strong understanding of various tax management software applications, increasing the efficiency and accuracy of work.
  • Ensured timely completion of assigned tasks while maintaining high quality standards for all deliverables.
  • Participated in professional development opportunities such as training sessions or workshops, further enhancing expertise in tax examination processes.
  • Enabled quicker resolution of outstanding cases through excellent organizational skills when managing caseloads.
  • Provided support to colleagues when needed, sharing knowledge on best practices within the field.
  • Reduced processing time for complex cases by conducting thorough research and analysis to identify underlying issues quickly.

Customer Service Representative

Alorica
03.2016 - 02.2017
  • Customer Service Representative for Verizon phone company, assisted customers with figuring out the best options for their account and providing the best customer service, efficient with computers and can adapt to different systems
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Educated customers about billing, payment processing and support policies and procedures.

Cashier

Grizzlies Stadium
05.2016 - 10.2016
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Restocked and organized merchandise in front lanes.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Addressed customer needs and made product recommendations to increase sales.

Crew Member Cashier

McDonalds Restaurant
08.2013 - 09.2014
  • Assisted customers with the selection and purchase of merchandise
  • Operated register and balance cash drawer
  • Stocked inventory and maintained cleanliness of store
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Worked well with teammates and accepted coaching from management team.
  • Collaborated with team members to complete orders.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Cleaned and maintained all areas of restaurant to promote clean image.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Assisted other team members to achieve goals.

Education

Accounting And Finance

CALIFORNIA STATE UNIVERSITY OF FRESNO
Fresno, CA

High school or equivalent -

UNIVERSITY HIGH SCHOOL
Fresno, CA
01-2012

Skills

  • Strong communication
  • Accuracy and attention to details
  • Multitasking Skills
  • Team-Oriented
  • Problem-Solving
  • Flexibility and Adaptability
  • Customer Service
  • Call center experience
  • CDL Class B
  • Time management
  • Punctual and reliable
  • Data entry
  • Critical thinking

Timeline

Driver

WelbeHealth
05.2024 - Current

Transportation Driver

Fresno Area Express
10.2022 - 07.2023

Customer Service Representative

Internal Revenue Services
02.2020 - 10.2022

Tax Examining Technician

Internal Revenue Services
02.2018 - 02.2020

Cashier

Grizzlies Stadium
05.2016 - 10.2016

Customer Service Representative

Alorica
03.2016 - 02.2017

Crew Member Cashier

McDonalds Restaurant
08.2013 - 09.2014

Accounting And Finance

CALIFORNIA STATE UNIVERSITY OF FRESNO

High school or equivalent -

UNIVERSITY HIGH SCHOOL

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SHEKINAH HENLEY