Gail A. Shellnut

*** ******** **

Oak Ridge, TN

865-***-****

ady76j@r.postjobfree.com

OBJECTIVE: WFH Full Time Call Center/Customer Service/Scheduling

No sales / No Collections

HIGHLIGHTS OF QUALIFICATIONS:

Twenty plus years experience in telephone customer service

Seven years experience in customer service as management

Two years experience as crew trainer

PROFESSIONAL EXPERIENCE:

May 2018- March 2023 ADT Knoxville, Tennessee

Resource Support Specialist Scheduled service and install technicians to achieve maximum usage of the tech’s time; arranged route in most fuel efficient manner; assisted techs in the field with technical and system issues preventing job completion; followed up on parts orders and delivery dates; reduced costs by finding issue resolutions without rolling trucks.

March 2011- 2/18/18 Dial America Knoxville, Tennessee

Agent; Took calls from current and prospective customers regarding radio service. Worked on Blue Cross Blue Shield insurance project. Took calls from plan participants and researched their plan benefits, claims and answered questions in accordance with HIPAA law and CMS requirements.

Manager: Supervise a team of 12 agents. Coach and mentor their progress towards exceeding metrics in quality, attendance and efficiency; track progress and maintain documentation of disciplinary actions.

QCS: Monitored calls to insure quality compliance in inbound and outbound teams for Sirius-XM radio and also for various insurance programs.

Workforce Scheduler: Produce weekly schedules for approximately 200 agents and managers across various programs, in accordance with Tennessee labor laws, company policies and worker availability, adhering to the clients’ required variances.

2005-2009 CareMark Hardin Valley, Knoxville, TN

Inbound: handled inbound calls from patients, pharmacists, physicians and hospitals regarding availability, price and location of drugs, state laws regarding shipping of drugs, insurance policies, eligibility of drugs for payment by carrier, order status, logistics of shipping, accounting activities related to individual and business accounts and resolving customer service issues.

January 2002 – November 2004 Client Logic, Oak Ridge TN

Inbound: Saved customer accounts by trouble shooting and resolving internet and/or PC related

problems preventing internet connection or compromising the quality of same.

February 1996 – April 1997 Custom Computer Services

Farragut, Tennessee 37922

Inbound: Trouble shot and resolved Internet and/or PC related problems

February 1990 – December 1995 Sears Calling Center

Brookvale II Knoxville, TN 37919

Outbound: Cold calling for Sears Credit Dept. to obtain applications for credit. (1990 - 1992)

Inbound: Took calls and processed applications from customers wishing to apply for credit. (1993 & 1994)

Network Administration: 1995

Loaded tapes to system libraries, purge files, system backups, generate reports for calling center after hours.

Added/Deleted users and set passwords and security levels

Trouble shot network nodes and performed upgrades as needed

EDUCATION:

1998 – 2000 A.A.S. in Computer Science (Business Concentration)

Pellissippi State Technological Community College

GPA: 3.6

2000ICCP Certification, A+ Certification

2000 – 2002 Worked toward B.S. in Computer Science the University of Tennessee.

Short of completion by 12 semester hours.

*** References available by request. ***

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