DE ETTA L. SHELBY
Bay Point, CA 94565
********@***.***
SUMMARY OF QUALIFICATIONS:
• Performance-driven professional with over 15 years of success providing thorough and skillful customer service and administrative/operational support.
• Possesses solid time management skills
• Confidently works in high-pressure environments, answering multiple phone lines and assisting customers with inquiries.
• Skilled at organizing complex projects, defining projects priorities, and delegating tasks.
• Major strengths include planning, analysis, research, resolution, communication, database administration, quality assurance and multi-tasking.
• Demonstrates track record for accuracy, attention to detail, and ability to work in both individual and team environments.
• Work on tight deadlines and complete assigned tasks on time.
• Able to quickly learn new skills, and processes and adapt to change.
PROFESSIONAL EXPERIENCE:
• PG&E / AllSource Agency, San Francisco, CA
Document Processor March 2014 to September 2015
• Enter moderately complex data in spreadsheets or systems.
• Verify that application meets customer and product eligibility requirements.
• Resolve routine application issues directly with customer by telephone or by composing correspondence.
• Recommend alternative program solutions to the customer if applicable.
• Update and maintain production logs.
• Participate in cross training.
• Process CARE applications.
• Maintain customer written correspondence and daily logs.
• JP Morgan Chase/Kforce, Pleasanton, CA
Business Analyst July 2013 to March 2014
• Communicate with third party vendors and banks to verify bank changes for accuracy and prevent possible fraud.
• Analyze documents and request for possible fraud.
• Supported back office work.
• Skip tracing.
• Support third party vendors with account maintenance.
• PG&E, San Francisco, CA
Document Processor July 2012 to May 2013
• Enter moderately complex data in spreadsheets or systems.
• Verify that application meets customer and product eligibility requirements.
• Resolve routine application issues directly with customer by telephone or by composing correspondence.
• Recommend alternative program solutions to the customer if applicable.
• Update and maintain production logs.
• Participate in cross training.
• Process CARE applications.
• Maintain customer written correspondence and daily logs.
• Comcast Corporation, Oakland, CA
Operation Assurance Representative II July 2006 to June 2012
• Compiled data from records to prepare periodic reports working from Excel spread sheet.
• Received payments and posted to customer accounts.
• Kept accurate records of invoices and support documents.
• Executed daily operations for contractors and in-house technicians, including entering work orders, verifying completion dates, and preparing daily/weekly invoices.
• Reported contractor's claims for overpayments/underpayments and other irregularities.
• Placed orders to correct and adjust billing errors and inconsistencies.
• Reviewed work orders for equipment and billing accuracy.
• Performed applicable adjustments to customer accounts for accurate billing.
TECHNICAL PROFICIENCIES:
Microsoft Office Suite 2010 (Word, Excel, Outlook and Power Point)
EDUCATION:
Ygnacio Valley High: Diploma