Sheldina Henderson
Charlotte
Summary
I am a seasoned customer success lead with an unmatched customer service record and successful strategic development. I develop strong working relationships with teams to boost performance and meet objectives. I strengthen customer experiences by understanding customer needs and providing individual solutions to build loyalty. My expertise in customer experience, ability to adapt in any work setting, along with my ardent appetite to always learn more makes me a great fit for any company.
Overview
14
14
years of professional experience
Work History
Order Processing Specialist
Dormer Pramet (via LHH Solutions)
05.2024 - 08.2025
- Received, reviewed and accurately entered customer orders into the company's ordering system.
- Ensured orders are complete and correct by checking pricing, specifications, and customer details.
- Provided cross-functional support during peak periods or staffing shortages, demonstrating adaptability and teamwork skills.
- Handled customer related inquiries regarding order status, potential delays, professionally resolving any order-related issues.
- Proactively addressed and resolved discrepancies in shipments or orders.
Customer Service Supervisor
Dominion Energy North Carolina (via Faneuil Inc.)
07.2022 - 04.2024
- Coached employees through day-to-day work and complex problems to ensure high standard customer service is being delivered to the company's customers.
- Analyzed metrics, overall performance and other data to determine the level of customer service achieved and performed by the team.
- Monitored calls, provided feedback and set customer service goals during coaching sessions to ensure achievement.
- Managed, process and review timesheets, payroll and daily attendance for team members.
- Maintained all processes and quality of work within the department. Practiced and enforced all security and safety procedures.
Client Success Specialist - Team Lead
National Debt Relief
01.2019 - 06.2022
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Investigated and resolved customer inquiries and complaints quickly including but not limited to settlement offers that were reached by negotiators and adjusting upcoming payments.
- Ensured smooth team operations and effective collaboration.
- Discovered training needs and provided coaching on a daily basis.
- Monitored team performance and reported on metrics.
- Worked collaboratively with other departments to develop, maintain and grow relationships with clients.
Mail Processing Clerk
United States Postal Service, USPS
10.2017 - 01.2019
- Assisted customers in completing and submitting forms to update address or report lost and stolen mail.
- Assisted customers in money services including but not limited to obtaining money orders, cashing checks and ensuring packages are sent to correct location.
- Used automated mail processing equipment to sort and collate mail.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Kept records of shipments, pouches and sacks; and other duties related to mail handling within the postal service.
Customer Service Representative
Access-A-Ride
04.2014 - 10.2017
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Scheduled transportation for Access-A-Ride passengers using proper database.
- Answered an average of 300 calls per day, addressing customer inquiries and solving problems.
- Maintained a customer complaint log to properly identify customer concerns.
Cashier Lead
K-Mart Supercenter
01.2012 - 04.2014
- Helped customers complete purchases, locate items and join reward programs.
- Assisted customers by answering questions and fulfilling requests.
- Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
- Processed checks, cash and credit purchases or refunds.
- Educated employees on register use, merchandising and customer service.
Education
High School Diploma -
Teacher's Preparatory High School
No Degree - Business Administration
SUNY Stony Brook
Skills
- Corrective Actions
- Customer Relationship Management (CRM)
- Proficient with SAP, Oracle, Core, Salesforce and Zendesk
- Microsoft 365 (Excel, Teams, Outlook)
- Account Management
- Computer Proficiency
- Customer Service
- Verbal and Written Communication
- Call Monitoring
- Customer Escalations
- Order Entry
- Fulfillment Coordination
- Inventory Management
Timeline
Order Processing Specialist
Dormer Pramet (via LHH Solutions)
05.2024 - 08.2025
Customer Service Supervisor
Dominion Energy North Carolina (via Faneuil Inc.)
07.2022 - 04.2024
Client Success Specialist - Team Lead
National Debt Relief
01.2019 - 06.2022
Mail Processing Clerk
United States Postal Service, USPS
10.2017 - 01.2019
Customer Service Representative
Access-A-Ride
04.2014 - 10.2017
Cashier Lead
K-Mart Supercenter
01.2012 - 04.2014
High School Diploma -
Teacher's Preparatory High School
No Degree - Business Administration
SUNY Stony Brook
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