Sheena James

Experienced customer service professional with over 9 years in hospitality, healthcare, and logistics, specializing in remote client interaction, problem resolution, and multi-line phone systems. Adept at managing high call volumes, maintaining meticulous records, and delivering exceptional support. Seeking to leverage strong communication, technical proficiency, and attention to detail in a remote call center role to enhance customer satisfaction and operational efficiency.

Front Desk Associate - Seattle Gospel Mission - Seattle, WA

(2024-04 - 2024-07)

• Help maintain a positive, pleasant, and Christian atmosphere while participating in its grace-based ministry.
• Oversee safety and cleanliness of facility on shift, including bed checks and floor checks.
• Uphold the guidelines of the Mission, confronting guests and leading them to self-evaluations when necessary.
• Daily compiles a thorough record of the events on your shift in staff log.
• Daily communication with other staff via email.
• Take calls for people looking to get into one of our programs; provide resources when necessary.
• Complete data entry and documents assigned by your supervisor.
• Help coordinate support groups and/or classes.
• Assist with holiday event preparation and coordination.
• Perform janitorial and maintenance duties as needed.
• Keep all restrooms stocked with supplies.
• Perform Urine Analyses and Breathalyzers when needed.
• Medication observation.
• Keep donations organized and put away.
• Monitor incoming people, assisting and directing visitors and guests.
• Manage office telephones, recording and organizing messages.
• Assist with administrative tasks.
• Make keys for the rooms as needed.
• Attend and participate in all Mission, Division and Department meetings and training, as required.
• Any other job-related duties as assigned by supervisor.

Front Desk Associate - Desert Sands - Albuquerque, NM

(2021-10 - 2023-12)

• Managed reservations via phone, email, and in-person, ensuring timely confirmations and smooth guest experiences.
• Greeted and assisted guests with check-in and check-out, addressing inquiries and concerns promptly.
• Processed payments accurately, handling cash, checks, and credit cards with attention to detail.
• Resolved guest complaints courteously, contributing to improved guest satisfaction.
• Maintained precise records of guest information and transactions for future reference.
• Utilized multi-line phone systems to handle high call volumes and direct calls efficiently.

Night Auditor / Front Desk Clerk - Econo Lodge - Albuquerque, NM

(2021-10 - 2023-12)

• Managed the front desk during overnight shifts, delivering exceptional customer service to all guests.
• Resolved guest inquiries and complaints promptly, ensuring high levels of guest satisfaction.
• Collaborated with multiple departments to maintain smooth hotel operations during night shifts.
• Prepared detailed daily revenue and occupancy reports, identifying and addressing discrepancies.
• Implemented new procedures for late check-ins and check-outs to streamline operations.
• Trained and mentored new staff on night audit procedures and hotel policies.
• Maintained accurate financial records in compliance with accounting standards.
• Monitored security cameras to ensure guest and staff safety throughout the property.
• Utilized multi-line phone systems to manage guest communications and coordinate with staff.

Home Health Care Aide - Simplicity Home Care - Albuquerque, NM

(2018-01 - 2020-06)

• Activities of Daily Living (ADLs): Assist patients with bathing, dressing, grooming, toileting, and feeding to ensure personal hygiene and dignity.
• Health Monitoring: Check patient vital signs (e.g., blood pressure, pulse, temperature) and immediately report any changes in physical or mental condition to supervising nurses.
• Medication Administration: Organize and administer prescribed medications, ensuring accurate dosages and treatment plan adherence.
• Mobility Support: Facilitate safe transfers, ambulation, and prescribed physical therapy exercises using equipment such as transfer belts, walkers, or wheelchairs.
• Household Management: Perform light housekeeping (e.g., laundry, dishwashing, dusting) and prepare nutritious meals tailored to individual dietary restrictions.
• Companionship & Logistics: Provide emotional support, accompany clients to medical appointments, and run necessary errands.
• Documentation: Maintain accurate clinical records and chart care interventions according to HIPAA guidelines.

Direct Support Professional - Arca - Albuquerque, NM

(2016-07 - 2018-07)

• Daily Living Assistance: Helping clients with essential personal care routines, including bathing, dressing, grooming, and mobility transfers
• Documentation & Advocacy: Keeping detailed, accurate records of client behaviors, progress, and daily activities while fiercely advocating for their rights and personal choices
• Community Integration: Transporting and accompanying clients to medical appointments, social gatherings, and employment or recreational activities

Customer Service Representative / Call Center - Convergys Inbound Call Center

(2016-02 - 2017-07)

• Answered incoming calls professionally, addressing complaints and providing accurate information.
• Guided customers through troubleshooting steps to resolve issues efficiently.
• Logged all customer interactions and actions taken in a CRM database.
• Persuaded customers to purchase or upgrade products and services.
• Maintained high performance in metrics such as Average Handle Time, Customer Satisfaction, and First Call Resolution.
• De-escalated situations with irate customers and referred complex issues to management.
• Attended training sessions to stay updated on company policies and product changes.

Certificate - Pre-Apprenticeship Construction Training Program - Seattle Colleges Wood Technology Center (2024-07 - 2024-09)