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Customer Service Project

Location:
Charlotte, North Carolina, United States
Posted:
October 17, 2018

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Resume:

Charlotte, NC *****202-***-**** ● ac7et0@r.postjobfree.com ● www.linkedin.com/in/shawnette-gordon-177340135/

PROFESSIONAL SUMMARY

An accomplished Administrative, Project and HR, Coordinator that combines a strong customer service background with advanced computer skills.

Computer skills include; Microsoft Office 2010, Outlook, Google Analyst, PeopleSoft, Taleo, Fieldglass, SalesForce, HRIS, ServiceNow, Active Directory, advanced software troubleshooting

Demonstrated success making sound decisions quickly within incident, problem, and change management.

Well-organized and results oriented individual with the proven ability to implement standards, procedures, processes, that improve business functionality.

Exceptional communication and presentation skills, both oral and written.

PROFESSIONAL EXPERIENCE

Rentokil-Steritech

IT Support Center Analyst, HDI Certified, Charlotte, NC, (11/28/2016-present)

To deliver high quality support, owning support requests and managing them to a successful outcome for the customer

Manage support requests in line with current processes and targets, ensuring KPI’s are met and customer satisfaction is maintained

Follow agreed procedures, provides advice to users on systems, products and services which are available to them.

Acts as the routine contact point for receiving and handling requests for support.

Responds to service requests for support by providing information to fulfill requests or enable resolution. Applies client services standards to resolve or escalate clients’ service problems within a specified area of responsibility.

Assists users in making more effective use of desktop systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.

Assists with the development of client services standards and applies these to track, monitor, report, resolve or escalate issues.

Prioritize and diagnose incidents according to agreed procedures.

Investigates causes of incidents and seeks resolution, analyze complex problems to determine underlying causes and help users to recover or continue operation.

Ensures that requests are handled according to agreed procedures. For unresolved incidents, provides an effective interface between users and service providers supplying all necessary diagnostic information.

Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.

Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.

Pontoon Solutions

Program Coordinator, Charlotte, NC, (10/11/2015-05/18/2016)-Contract

Created and maintained electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.

Receive and review new requisition requests daily using the VMS tool.

Entered the requisition into the CM system promptly and accurately.

Initiated and monitor domestic and international background checks through First Advantage and BIG

Interacted and coordinate with the Program Managers and Program Consultants frequently to communicate questions and receive updates on current requisition activity.

Updated the requisition record as directed by the Program Managers and/or Program Consultants to included changes, cancellation, status changes.

Maintained thorough and accurate documentation on any end user interactions.

Performed other administrative duties as needed.

Belk Corporate/MomCorps

HR Specialist, Charlotte, NC, (08/11/2015-10/10/2015)-Contract

Provided Human Resources support to the corporate office including the administration of policy and procedure, payroll auditing, status changes, new hire paperwork, HR data maintenance and reporting, benefit programs and other administrative functions

Managed data in core PeopleSoft HR tables

Created Job requisitions in Avature

Collaborated with IT, Fin, HR, Benefits, Comp, Payroll, and other business units to handle store requests

Suppored day-to-day end-user help requests

Performed background checks and onboarding using Sterling and Verifications Inc

Sealed Air/Ranstad

Benefits Specialist, Charlotte, NC, (02/16/2015-05/05/2015)-Contract

Completed operational requirements for benefits area i.e. QMSCO, disability, life insurance processing, retirement program beneficiary and payments processing

Created and revises procedures for benefits administration work

Completed check remittance procedures and maintaining tracking/performance logs

Resolved administrative problems by coordinating preparation of reports, analyzing files, and identifying solutions

Coordinated schedules and assists with department meetings, organization of files, communications

Contributed to team effort by accomplishing related results as needed

Belk Corporate/MomCorps

HR Specialist, Charlotte, NC, (09/11/2014-12/19/2014)-Contract

Manage data in core PeopleSoft HR tables

Collaborate with IT, Fin, HR, Benefits, Comp, Payroll, and other business units to handle store requests

Support day-to-day end-user help requests

Performed background checks and onboarding using Sterling and Verifications Inc

KPMG/ InSync Staffing

Project Coordinator, Charlotte, NC (04/14/2014-06/30/2014)-Contract

Coordinated workflow for document processing projects, including the coordination of outsourced project requests

Created and processed financial statements and firm letters

Coordinated the production of presentations and other related reports

Maintained, edits, revises, and formats word processing requests for the department

Facilitated report docket control by obtaining signatures and preparing for filing

Created complex spreadsheets, templates, and forms; altered formulas and developed macros

Proofread document processing work

Provided reproduction and binding of reports, as needed

Conducted quality control efforts, as needed

Created documentation for workgroup, as needed

Amerisource Bergen Lash Group/AppleOne

Patient Care Counselor, Charlotte, NC (11/18/13-04/11/2014)-Contract

Answered basic clinical and program inquiries

Coordinated access to therapies, schedules and conducts appropriate follow-up, and facilitates access to appropriate support services

Facilitated access to appropriate support services, including reimbursement counseling, nursing hotline, and support

Follows up via phone, mail, and/or fax for missing enrollment information. Supports payer research, health care policy library, and state management. Identifies other sources of health care coverage for patients through simple queries and use of PayerPlus database

NAACHO

Senior Project Assistant, Washington, DC (04/01/13-06/20/13)-Contract

Ensured project documentation was completed and stored correctly

Conducted press and internet research to monitor issues related to project activities

Wrote, processed, and distributed NACCHO’s MCAH and IVP newsletter

Northrop Grumman

HR Assistant, Talent and Acquisitions, BWI (10/22/12-02/28/13)-Contract

Recruited, screened and set up interviews for college students applying to engineering internship and co-op positions

Tracked candidates through the entire hiring process using Taleo and Excel Pivot tables

Coordinated college recruiting events for mass hiring for engineering internships

Used various PC software packages such as spreadsheets, word processing, graphics, etc. to produce high quality reports, presentations, or other documents

Arranged meeting and appointment schedules for all of management

Responsible for making travel arrangements for managers and other staff members and performed expense reporting

Northrop Grumman

Data Migration Coordinator, Falls Church, VA (10/03/2011- 11/11/2011)-Contract

Analyzed and migrated personnel data into proprietary application, Taleo

Coordinated and supervised a five person staff to merge existing data using iSuccess interface and PowerPoint

Position maintained a high confidentiality level

NRI Staffing (10/2011-10/22/12) –Various Temporary positions, Sante Groups, Silver Spring, MD- Medical Office Assistant

Home Instead Senior Care- Caregiver Manager

Pin Points, Inc.

Event Coordinator/Records Manager, Washington, DC (2008-2011)

Revised and evaluated program activities to meet the goals of our Youth Workforce Development Program

Planned and facilitated events with community groups to enhance youth community awareness

Spearheaded a database project to ensure an accurate record of youth activities

Assisted in the development of fund-raising activities that included new donor organizations, corporate support, special events, and grants

Processed all correspondence to include donor letters, welcome letters, correspondence for funding, and proposal letters

Collaborated with community groups to strengthen and expand the coalition of donors (religious and faith-based communities, ethnic/cultural, health and human service providers, businesses, education and neighborhood groups)

Developed online/offline marketing campaigns that included various print materials such as fliers, postcards, booklets, posters, and presentations

Designed electronic monthly newsletter and maintained organization’s website

Academy for Educational Development

Program Coordinator, Center for Social Marketing & Behavior Change, Washington, DC (2002-2008)

Assisted with negotiations for space contracts and booked event space, arranged food and beverage, ordered supplies and audiovisual equipment, made travel arrangements, ordered event signage, created and edited presentations

Prepared nametags, materials, notebooks, packages, gift bags, registration lists, seating cards, etc

Managed relationships between vendors and AED program directors to ensure all requirements were met

Tracked delivery and payment issues through resolution

Co-chaired a diversity group within AED call QUAAME that implemented special events to bridge cultural gaps with in the organization

Managed teams to complete alphanumeric data entry projects

Assisted with the facilitation of focus groups to include note taking and survey recording through data entry to be uploaded to SPSS

Supported coordination of proposal development

Tracked Graphics team projects and other project budgets using PWA, SharePoint, and MS Project

Checked and allocated all invoices and expense reports to appropriate funding sources

Processed travel expense reports, consultant fees and vendor payments

Verified cost sheets and responded to requests for financial inquiries

Managed specific activity files and other resource materials in an organized, accessible and up-to-date fashion

Key liaison to various vendors to complete projects in timely manner

Arranged travel, hotel and other transportation reservations

Handled all events planning for program staff and consultants

Conducted press and internet research to monitor issues related to project activities

Maintained multiple websites

EDUCATION

AAS Medical Administration ECPI University, 1994

Shawnette M. Gordon



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