Customer Service Sales

SHEKIA TAYLOR

**** **** ***** *** • Marietta, GA 30062 • Cell: 678-***-**** • E-Mail: ************@*****.***

HUMAN RESOURCES & ADMINISTRATIVE SUPPORT SERVICES

Intake ● Service Coordination ● Marketing Initiatives

Improves operations and documents operating procedures; maximizes accuracy and efficiency, increased

financial reporting and documentation/procedural accuracy by 40%; decreased backlog by up to 80%.

Analytical problem solver; routinely matches individuals

with viable program and service options.

Develops online ads and SEO target marketing, manages

social media output, public relations and press releases

Software & Hardware: ATS systems, Standard Microsoft Office (Word, Excel, Access, Power Point), MS

Publisher, MS Visio, Outlook, Lotus Smart Suite, Lotus Notes, Lotus 123, SPSS, AAS, SAP/DB2, QuickBooks.

PROFESSIONAL EXPERIENCE

Career Service Coordinator • RightFit Resumes • Marietta, Georgia • 2009 – Present

Start-up Resume Writing firm; monitors and coordinates client intake, career assessment and resume services.

Strengthen client career prospects through work history evaluation, skill assessment, and resume / cover letter creation.

Manage multi-media marketing campaigns including SEO marketing, print ad, job announcements, cold calls, and

business-to-business sales. Design and negotiate contracts with new clients and develops community relationships to

drive sales pipeline. Monitors resume trends and initiates new services to remain competitive and render top-notch

customer service. Recruit, train and develop productive writing team; provide coaching, training, and mentorship to

writing staff. Establish and maintain agency budget, financial reporting and profit & loss assessment.

Key Accomplishments & Highlights:

• Established process and procedure for resume submission and evaluation, web development & customer

experience, screening creative talent, and performance evaluations.

• Collaborated with AT&T to deliver job search coaching and resume critiques for the 2013 Berkshires at Vinings

Apartment Home “Speed Date” networking event.Employee intake/orientation verification: timesheet / payroll

review, IRS Form W-4, I-9, 1099 forms, state employment reporting, and personnel files.

• Contracted Local I-9/Employment Verification Representative; assists national/telecommute businesses with

verifying authenticity of new hire passport, picture ID and/or social security card.

• 2012/2013 Marietta Resume Writing Affiliate for WXIA 11Alive.com.

• Developed and implemented “The Online Job Search” workshop: provides individualized instruction in the

most effective use of the internet and social media when searching for jobs; includes instructions on basic

computer skills for online job applications.

Benefit Claims Examiner • Veteran Benefits Administration, Dept. of Veterans Affairs • Atlanta, GA • 2010-2011

Completed 13-month seasonal contract and renewed for an extension examining Education Benefits for US Veterans.

Advised, evaluated and granted active duty military personnel and Veterans education benefits under Chapter 33 Post

911 GI Bill. Adjudicated claims and managed case files for beneficiaries of the Montgomery GI Bill, Reserve

Educational Assistance Program, Survivors & Dependents Education Assistance program and the Veterans Educational

Assistance Program. Notified applicants of claim status by mail and phone, generated accurate benefit payments,

controlled pending backlog, schedule future actions, and release completed notifications of benefit determinations.

Key Accomplishments & Highlights:

• Interviewed applicants and analyzed legal documentation and personal statements to determine umbrella of

coverage and percentage of benefits due.

• Served as a legal technician; analyzed DOD records to establish program eligibility for federal education

benefits; assessed perquisite evidence from medical, military, community, and other sources to support benefit

determinations.

• Maintained 98% Accuracy Rating: Adjudicated claims, weighed evidence and applied federal mandates and

regulations in assessing program/benefit eligibility.

SHEKIA TAYLOR • Cell: 678-***-**** • E-Mail: ************@*****.***

Special Project Enumerator • US Census Bureau, US Dept. of Commerce • Atlanta, GA • 2010

Completed two 2010 Census seasonal contracts: created census maps, verified map structures and interviewed citizens.

Member of the Forsyth County DAAL Ad Can Team; adding streets, neighborhoods, and existing structures completed

after the 2000 Censes in Forsyth County, one of the fastest growing counties in Georgia. Worked an assigned

territory/geographic area; met with group leaders and fellow enumerators to discuss progress, citizen interview strategies

and software updates and fixes.

Key Accomplishments & Highlights:

• Called back for second Special Project; reserved for most accurate and efficient enumerators.

• Called by peers to troubleshoot mapping software, consulted for interview advice, and clarified HR

recordkeeping procedures (federal time sheets & logs, reimbursement questions, etc.)

Accountant • UPS Supply Chain Solutions via Spherion • Alpharetta, GA • 2006-2007

Completed 1-year temp contract: compiling account information and reports for the Accounts Receivable Department.

Managed carrier/business partner billing procedures for Accounts Receivable Department; posted payment, cash deposit

reconciliation, database reconciliation, maintained the daily record of cash, aided in week end, month end, quarter end

and year end close. Collaborated with Senior Accountant to rebuild and maintain the A/R database; wrote queries,

designed reports, and managed journal entries.

Key Accomplishments & Highlights:

• Authored AR receiving desk manual; established a common team process and a near 40% reduction in

misapplied funds.

• Identified and resolved numerous aged billing errors; preventing thousands in profit loss and write-offs.

Purchase Order Focal CSR • International Business Machines (IBM) • Atlanta, GA • 2002-2006

Business Partner Solutions (BPSO) purchase order liaison for IBM the industry leader in mainframe computers and the

originator of the personal computer.

Executed line-item verification and validation of IBM Maintenance Purchase Order submissions; aided in compliance

with Federal Sarbanes-Oxley requirements. Reported open Purchase Order obligations; aided in dispute resolution and

profit reporting. Examined contract submissions for proper signatures, sequenced review protocol and other quality

control standards; rejected contracts and requests and advised the team on accepted business protocol for identified

violations.

Key Accomplishments & Highlights:

• Established, documented and implemented standard maintenance request processing procedures; decreased

average contract logging cycle from 7 days to 2 days by implementing simple checklists, resulting in efficient

quarter/annual billing and revenue reporting.

• Monitored Business Partner submission process and trained team of 28 regular and contract IBM employees;

authored AAS education material and “Case Management Checklists” resulting in 80% backlog reduction.

• Hand-selected to develop the BPSO Purchase Order Desk; documented the official process and reporting

procedures.

EDUCATION

Bachelors of Science in Political Science

Fisk University ● Nashville, Tennessee ● 2001

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