Customer Service Representative

Shawnta Vanzant

**** *. ****** **** *** **** Las Vegas, NV 89121

Telephone: 702-***-****

Email: **********@*****.***

Objective: Seeking a new challenge within the organization that will allow me to utilize all of the expertise that I have accrued

throughout my career.

Skills Set:

• Proficient in Microsoft Office (Word, Outlook, Project, Power Point, Excel, SharePoint, Window 7 and Publisher, Configuration

Manager, IEX Agent Web Station, Genesys, E-time, Aspect)

• Extensive customer service experience, Instant Messaging, Conference Calling (Virtual)

• Team player, motivator, and self starter.

• Outstanding verbal and written communication skills.

• Call routing, updating agent skills, creating agents start to finish, process Vacation and time bank balances

Work Experience:

October 2004-October 2012 Express Scripts Medco Legacy (Las Vegas, Nevada)

Operations Coordinator/National Scheduler

• Manage the schedule updates nationally for business needs

• Owner of Sundays scheduling operations for updates and any scheduling request or concerns

• Schedule and planning of training events in the National Call Centers

• Generate daily and weekly reports for staffing depending on forecasting, conference call meetings

• Teach Operations Training Module for all new hire classes

Medco Health Solutions (Las Vegas, NV)

Customer Service Representative

• Duties included answering of incoming calls from a variety of clientele that subscribes to Medco Health Solution Mail Order Pharmacy

• Assist callers on processing and completing mail orders, billing disputes, web support, etc.

• Responsible for client payments and financial dispute resolutions.

• Enhance office productivity by accepting responsibility from different business groups within the office

April 2003- May 2004 Encompass (Las Vegas, NV)

Customer Service Specialist

• Answer regular and escalated inbound calls to assist customer and potentially de-escalate calls together with documenting information in

the Encompass Data Base “Streamline.”

• Designated to assist the training department by administering side by sides during trainings OJT.

June 2002- December 2002 Port Arthur New (Port Arthur, TX)

Circulation Service Representative

• Supervised a staff of an average of 14 employees, and generate weekly work schedules

• Accountable for logging the daily report books and generate reports for circulation of the newspaper.

• Training of new hires and management of staff.

• Opens and closes the circulation department during the weekends

Education

2003-2004 Nevada Career Institute (Las Vegas, NV)

Diploma in Massage Therapy

1996-1998 Seminole State College (Seminole, OK)

Graduated Associate in Science

1993-1996 Del City High School (Del City, OK)

General Education

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