Customer Service Sales

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Shannon Hilbert home: 512-***-****; cell: 239-***-****

Pflugerville, TX 78660

*******.*******@*****.***

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QUALIFICATIONS

Proven Interpersonal Skills...Comfortable interacting with people at all

organizational levels

Highly Organized...Expert in multi-tasking, prioritizing, and managing

projects to finish

Flexible and Adaptable...Assimilate quickly in transitions, switching

roles as needed to maintain productivity...Embrace new concepts and

methods

Resourceful Problem Solver...Adept in anticipating and analyzing problems

then formulating solutions

Detail-Oriented and Conscientious...Keen eye for errors and

inconsistencies

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EXPERIENCE

* Coordinated customer service team in preparing all client's verbal,

written and web requests (Iron Mountain)

* Interacted with clients via telephone, email, or face-to-face

communications, ensuring a positive customer experience (Aflac, Iron

Mountain, Bluegreen)

* Investigated, analyzed and demonstrated responsiveness and good

judgment to effectively manage issues and ensure timely, high-quality

communication with customers and resolution of all issues (Iron

Mountain)

* Fostered customer relationships and managed key accounts to maximize

revenue and retention (Iron Mountain)

* Reporting/Analysis for upper management on all lead generation

(Liberator)

* Maintained the highest level of confidentiality and adhered to federal

guidelines while dealing with sensitive customer information (Iron

Mountain)

* Supervised daily work flow and special projects for Data Entry team,

and met productivity and accuracy goals (Iron Mountain)

* Trained clients off-site on company website navigation (Iron Mountain)

* Organized database cleanup and continued database maintenance

(Liberator, Iron Mountain)

* Developed and implemented departmental policies and procedures for

newly created department (Liberator)

* Designed and organized a temporary filing system compiling more than

6000 individual re-files in preparation for software conversion (Iron

Mountain)

* Proofed, formatted and imported daily data entry work from Excel into

proprietary software database system (Iron Mountain)

* Communicated with vendors and internal departments resolving order

and/or billing discrepancies (Iron Mountain, RDI)

* Programmed Nortel PBX telephone system for 200+ on-site employees and

maintained corporate telephone and regional contact lists for over 19

properties, plus managed all telephone billing (RDI)

* Demonstrated proficiency in selling to customer needs as well as

achieving sales benchmarks (Aflac)

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EMPLOYMENT HISTORY

Liberator Medical Supply, Inc.

Lead Analyst 09/2009-05/2010

Shannon Hilbert

Owner, Insurance Sales 02/2008-08/2009

(Independent Contractor for Aflac and Old Mutual)

Iron Mountain f/k/a ArchivesOne f/k/a Sterling Records Management

Data Entry Coordinator 10/2007-01/2008

Office Administrator 08/2006-10/2007

Lead Customer Service Representative 05/2004-08/2006

Resort Title Agency / Bluegreen Corporation f/k/a RDI

Escrow Processor 06/2000-04/2004

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EDUCATION

St. Edward's University

Barry University

Edison State College

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CERTIFICATIONS/LICENSES

2008 Life, Health & Variable Annuities License #P138370, State of Florida

2008 Accident, Health/Sickness & Life License #10366483, State of North

Carolina

1998 Nortel Meridian 1 ACD A-C2 Feature Administration Certificate

1998 Nortel Meridian 1 Options 11-81c Familiarization

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AWARDS

2008 Aflac Fireball Award - Outstanding Sales Performance, Florida South

Central

2008 Aflac Fast Start Award - Outstanding Sales Performance, Florida South

Central

2007 Employee of the Month (August)

2004 Recognition for Exceptional Customer Service (September)

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OTHER

2010 The Care Communities, Volunteer Care Team Member

2009 Distributed Proofreaders, Volunteer Proofreader for Project Gutenberg

2009-2010 American Copy Editors Society (ACES) Mentorship

2008 LIMRA Anti-Money Laundering Training

2003 Laubach Literacy Action, Volunteer Tutor

1999-2007 Notary Public, State of Florida

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REFERENCES

Available upon request

Contact this candidate