Customer Service Manager
Resume:
SHONTELL M. CHANEY
*******@*****.***
SUMMARY OF QUALIFICATIONS
Energetic professional with ten years of transferrable skills and experience in customer service, administrative support and
management. Detail oriented quality conscious, organized and able to effectively follow through on assigned tasks.
Accomplishments
As office manager of a startup tax preparation office, employed marketing techniques to successful build business; brought
in $ 5K per month in revenue compared to other first year offices. As administrative support for the City of Houston,
prepared financial records of 2,000 city employees; contributing to passing external audit.
Qualifications
Customer Service
Handled 100 inbound calls per day from medical plan participants about and assisted them successful enroll into medical
benefits for the upcoming year.
Researching information for participants about coverage and adding dependents to their current or new coverage for the
upcoming plan year.
Inputting all of the information into a live database and updating information so health care carriers can process the
participant’s elections.
Management
Preparation of individual and business taxes for customers. Responsible for transmitting tax returns to the Internal Revenue
Service.
Responsible for reviewing all returns for accuracy, typos, and customer signatures on all required forms.
Responsible for daily handling of check printing and reordering of check form Santa Barbara Bank and Trust.
Reviewing all office reports daily.
Establishing office and marketing goals for tax preparers.
Creating and posting work schedules for preparers.
Maintaining an orderly filing system of client and office files.
Preparing weekly payroll using Paychex software.
Administrative Support
Provided assistance to all City Attorneys with copy request of documents such as depositions, affidavits and inter-office
memos.
Preparation of trial notebooks for court proceedings.
Scanning purchase and work orders into Paper Port a scanning program that is connected to the company’s network.
Assisting the Quality Assurance Manager with typing various operation and employee manuals according to ISO9000 and
OSHSA regulations.
Data Entry information into a live database.
Alpha-numeric filing of UPS invoices and preparing Excel spreadsheets to update business contact information,
Researching information about oil companies in the Houston area utilizing the internet.
Records Management
Specializes in time management, in regards to the amount of employees verses the amount of work needed to be done on a
daily basis.
Oversees document imaging department and specializes in Quality Control.
Reviewing documents ensuring the scanning quality is efficient and accurate according to the client’s requirements.
Preparation of documents received from the clients.
Ensuring the documents are correctly assembled and in numerical order before sending them to the scanning department.
Indexing documents according to the page numbers on the documents before extracting the documents back to the client.
WORK HISTORY
February 2010-July 2010 The Windward Group Houston, Tx
Production Technician
September 2008- January 2009 Burnett Staffing- Hewitt Associates, Houston, Tx
Benefits Representative
April 2008- June 2008 Express Personnel- National Oilwell Varco, Houston, Tx
Documentation Clerk
January 2008- March 2008 Colbert Ball Tax Service Houston, Tx
Office Manager
September 1999- September 2005 City of Houston, Houston, Tx
Copy Clerk
EDUCATION
Undergraduate Studies, University of Houston Downtown, Houston, Texas
Concentration Area: Computer Information Systems
Graduated with a Bachelors of Business Administration in December 2006
University of Phoenix Northwest Campus, Houston, Texas
Concentration Area: Business Administration
Graduated with a Masters of Business Administration in April 2008
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