Open to opportunities

Sheeba Louis

@sheebalouis

Message

I am a Property Tax SME and customer support leader with 10+ years' experience

India

Message

What I'm looking for

I seek a senior role leveraging my property-tax expertise and customer-support leadership to drive process improvements, mentor teams, handle escalations, and deliver measurable service and cost-savings in a collaborative, remote-friendly environment.

I am a dedicated Subject Matter Expert with over 10 years of experience in customer support and team management, including 6+ years in property tax consulting at O'Connor & Associates (Houston, TX). I deliver expert analysis, handle escalations, and guide teams to exceed performance metrics.

I have a strong track record in property tax support, litigation assistance, and achieving significant tax reductions, while managing Stemmons cases and coordinating with counties on refunds. I am skilled in CRM systems, ServiceNow, live chat, inbound/outbound calls, remote troubleshooting, and have training in Manual and Selenium testing.

I build high-performing teams through focused training, quality assurance, and process improvements, and I seek roles where I can mentor others, improve customer outcomes, and drive measurable service and cost-savings.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert

O'Connor & Associates

Jul 2019 - Jul 2025 (6 years)

Provided expert analysis and guidance on property tax matters, contributing to tax reductions and supporting litigation; trained junior consultants and managed client support via calls, email, and live chat.

Litigation Support CRM Case Management Training Live Chat

Team Leader

Comodo Security Solutions Pvt Ltd

Aug 2014 - Jun 2019 (4 years 10 months)

Led customer support team operations, trained and mentored staff, enforced policies, and reported performance metrics to senior management.

Team Leadership Training Performance Monitoring Scheduling Customer Support Enforcement Reporting Quality Assurance

Technical Support

Sitel India Ltd

Mar 2012 - Aug 2014 (2 years 5 months)

Provided technical support for Dell employees via ServiceNow, performed remote troubleshooting, and managed inbound calls and ticket resolution while achieving high metrics.

ServiceNow Inbound Ticketing Virus Removal IT Support

Customer Support

David System Solutions Ltd

Jan 2009 - Mar 2012 (3 years 2 months)

Processed orders for healthcare equipment and medicines, coordinated shipments for patients, and maintained detailed order records to ensure timely delivery.

Order Processing Customer Service Record keeping Inventory Management CRM