Open to opportunities

Shenelle Wallace

@shenellewallace

I’m a customer service and call-centre professional who solves issues quickly, builds relationships, and supports teams with accuracy.

Trinidad and Tobago

Message

What I'm looking for

I’m looking for a customer-focused role where I can use my communication skills, solve issues accurately, and build strong relationships. I want a supportive team, clear processes to learn, and opportunities to grow while delivering excellent service.

I’m a professional, reliable, and personable customer service and call-centre team member known for strong communication, relationship-building, and a superior work ethic. I bring energetic, driven support to fast-paced environments while staying accurate, efficient, and punctual.

In call-centre roles, I consult with customers to determine the best ways to resolve service, billing, and mobile issues. I review accounts and service histories to spot trends and troubleshoot problems, then guide customers with clear troubleshooting steps for credit, data usage, texts, cellular connectivity, and home internet modem devices.

I also support business growth by introducing and delivering product knowledge, greeting customers professionally, and accurately inputting orders and requests into electronic systems. Where needed, I escalate matters to the appropriate department to ensure issues are resolved without delays.

Beyond customer service, I’ve strengthened my operational capability as a Dispatcher and Receptionist/Administrative Assistant—requesting and dispatching officers, maintaining detailed daily logs, monitoring security camera footage, and coordinating emergency assistance. I’ve also handled patient front-desk workflows like scheduling, billing support, authorization follow-ups, inventory ordering, and timely communication with patients to improve satisfaction.

Experience

Work history, roles, and key accomplishments

Security Dispatcher

Allied Security Services

Feb 2022 - Oct 2023 (1 year 8 months)

Requested and dispatched officers to required locations and maintained daily logs of communications, incidents, and alarm activations. Monitored security camera footage and coordinated governmental assistance (fire, emergency health, and police) during break-ins, fires, or emergencies.

Dispatching Emergency Coordination Risk Reporting Documentation

Customer Service Professional

Amplia Communications Limited

Jan 2023 - Jul 2023 (6 months)

Consulted with customers to resolve service and billing issues and troubleshot mobile problems, including credit, data usage, texts, and cellular/network connectivity. Reviewed accounts and service histories to identify trends, escalate complex cases, and introduce product knowledge to drive business growth.

Customer Service Billing Support Customer Escalation Product Knowledge Data Entry Relationship Building

Call Centre Agent

CallServ

Oct 2022 - Jan 2023 (3 months)

Advised customers on insurance provider options that matched their needs and reviewed accounts and service histories to resolve issues. Greeted customers, facilitated services, and entered orders and requests into electronic systems while delivering product knowledge to support business development.

Insurance Provider Selection Product Knowledge Electrical Systems Order Entry

Receptionist & Admin Assistant

Cocoyea Medical Centre

Nov 2019 - Sep 2020 (10 months)

Handled front-desk administration by inputting patient data, scheduling appointments, and billing insurance companies as needed. Responded to 20–30 phone calls and emails daily, contacted pharmacies for authorizations/refills, and maintained paper filing systems to back up digital records.

Appointment Scheduling Insurance Billing Pharmacy Authorizations Front Desk Operations Inventory Management

Customer Service Representative

Iqor

Oct 2016 - Aug 2018 (1 year 10 months)

Provided customer support to resolve service and billing issues while building customer relationships and delivering product knowledge. Greeted customers, facilitated services, determined service needs, and accurately entered orders and requests into electronic systems.

Customer Support Relationship Building Product Knowledge Order Entry Troubleshooting Electrical Systems Customer greeting

Cashier (KFC)

Prestige Holdings Limited (KFC)

Mar 2014 - Sep 2016 (2 years 6 months)

Processed cash, credit, debit, and voucher program payments while maintaining high productivity and accuracy. Trained new team members in cash register operations, stock procedures, and customer service, and resolved drawer discrepancies by researching daily transactions.

Cash Handling POS Operations Payment Processing Customer Service POS Operation

Customer Service Representative (800)

800 Services

Jan 2014 - Feb 2015 (1 year 1 month)

Cross-trained staff and trained 4 new employees on procedures and policies to maximize team performance and customer satisfaction. Escalated customer concerns and documented calls to track requests, problems, and complaints while providing calm, friendly support to de-escalate stressful situations.

Customer Support Escalation Management De escalation Training Delivery Complaint Handling Customer Feedback

Cashier & Pharmacy Support

Parkway Pharmacy

Feb 2012 - Dec 2013 (1 year 10 months)

Assisted customers in finding products, answered questions, and resolved issues with cash registers, card scanners, and printers. Maintained accuracy through end-of-day counts and drawer reconciliation, ensured cleanliness, and supported loss prevention by reporting suspected theft to security.

Cash Handling POS Troubleshooting Customer Support Drawer Reconciliation End Of Day Counts Loss Prevention Store Cleanliness