Sheena Mullens

Licensed Property & Casualty Insurance Agent with 10+ years of customer-facing, remote, and call-center experience. Skilled in personal lines insurance sales, technical customer support, claims-related customer service, customer needs assessment, policy support, problem resolution, data entry, documentation, and fraud prevention. Experienced in handling complex customer concerns, researching account/order issues, explaining processes clearly, and maintaining accuracy in high-volume support environments.

Licensed Insurance Agent - Afni

(2023-12)

• Assist customers with purchasing insurance policies and answer insurance-related questions.
• Support customers through policy discussions while providing professional, accurate service.
• Apply customer-service and sales skills to help customers identify appropriate insurance options.
• Explain coverage information, identify customer needs, document interactions, and help resolve account and policy concerns.
• Protect confidential customer information while maintaining accuracy and compliance with established procedures.

Order Support / Data Entry Support Agent, Tier 2 - Majorel

(2017-07 - 2023-12)

• Provided Tier 2 customer support for order issues, missing orders, account needs, and escalated customer concerns.
• Investigated customer and order information to identify issues, determine appropriate next steps, and provide clear resolutions.
• Accurately entered and updated item and customer data while following strict procedures and quality guidelines.
• Documented customer interactions and account/order activity with attention to detail and data accuracy.
• Handled complex or escalated cases requiring research, problem-solving, judgment, and effective communication.
• Worked independently in a remote support environment while maintaining productivity, service quality, and accuracy.
• Used strong customer-service skills to de-escalate concerns, explain processes, and guide customers through resolution steps.
• Experience transferable to claims support through case documentation, issue investigation, customer communication, data accuracy, and resolution-focused service.

Customer Service Technical Support Advisor - Teleperformance USA (Apple At Home)

(2017-01 - 2017-07)

• Provided customer service and technical support by telephone for Apple products, services, and device-related concerns.
• Identified customer needs by asking targeted questions and gathering details about device problems and service issues.
• Guided customers through troubleshooting and support steps using clear, professional communication.
• Explained technical information in an easy-to-understand manner while maintaining a positive customer experience.
• Documented customer concerns and support interactions accurately and escalated issues when additional assistance was required.
• Maintained patience, active listening, and problem-solving skills while assisting customers with technical issues remotely.

Fraud Prevention Analyst - Advanced Call Center Technologies

(2015-08 - 2017-01)

• Advised customers on ways to prevent fraud involving their credit card accounts.
• Investigated account concerns, assisted with fraud-related account actions, and communicated next steps to customers.
• Handled confidential customer information with accuracy and professionalism.
• Answered calls, provided information, documented concerns, and transferred cases appropriately.
• Used attention to detail, judgment, and problem-solving skills in a high-volume customer support environment.

Basic Core Program - Texas State Technical College (2015-05)