Sheila L Jenkins
799 Dahlia St.  #304
Denver, CO 80220
303-320-1011

Skills

 ·	Alpha-Numeric Data Entry
 ·	Basic familiarity with Access
 ·	Familiarity with Windows XP, Vista, 7, and 8 Operating Systems
 ·	Customer care core competencies such as active listening, problem solving, critical thinking, probing questions, and call control
 ·	Understanding people and knowing how to handle angry or upset callers
 ·	Understanding of call center statistics (QA scores, Average Handle and Call Times)
 ·	Proofreading and excellent written communication
 ·	Manual dialing and predictive dialer experience

Most Recent Position

Self Employed Freelance Writer 2010-2012

Wrote and submitted articles and stories for small publications.  Researched appropriate markets and contacted editors.  Performed editing and copyproofing tasks appropriate to the piece.  

Achievements:  Successfully completed the 2012 National Novel Writing Month challenge to complete a 50,000 word first draft.

Relevant Experience

Ticketing Sales Agent Colorado Ballet 2009-2010 Ballet Season

Contacted new and previous season package holders to inform them of the upcoming ballet season.  Used sales techniques such as active listening, probing question, and vivid descriptions to sell the new season packages and single event tickets.  Handled sales of walk-in ticket requests and handled customer service issues.

Achievements: Went from 8.00 per hour base pay to an average of 9.50 to 12.00 per hour with bonuses during the holiday tickets sales for The Nutcracker.

Inbound/Outbound Customer Service Representative (CSR/CSA) Zacson 2001-2003

Answered 60+ customer care calls per day in a 250+ employee call center.  Handled all calls in a friendly, courteous manner while still adhering to call center policies and statistic requirements.  Used empathy, active listening, and problem solving skills to defuse angry callers and find the best solution for both the client and the company.  Made outbound calls as directed by the client to upsell additional services and items for their wireless phone services.

Achievements: Made Employee of the Month four times for having the best stats and attendance.

Outbound Telemarketing Agent FutureCall 1996-2001

Used predictive dialer technology to make outbound cold calls on behalf of the bank card client to persuade customers to balance transfer to the client's credit card.  Used appropriate listening skills, probing questions, and rebuttals as necessary.  

Achievements: Exceeded quota of 3-5 successful balance transfers on  near-daily basis, averaged 5-7 to as high as 8-10 which exceeded expectations.

Additional Experience

Office Assistant National Voter Outreach 2003-2006

Performed data entry, filing, receptionist, and customer service duties.  Processed all completed ballot petition initiatives turned in by field canvassers for accuracy, legitimacy, and completion.

Achievements:  Caught significant errors in petitions  saving NVO five hundred dollars.  Caught a massive forgery attempt and saved the company two thousand dollars.

Education

Two years study at National American University, maintaining a 3.95 or better GPA while working.