SHANNON R. MALONE

ASHEBORO, NC ***** 336-***-**** ad0ckj@r.postjobfree.com

PROFESSIONAL SUMMARY

Skilled and self-driven team player possessing effective communication and documentation experience. Committed to the assistance and support of others while maintaining a positive and driven attitude. Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills.

SKILLS

Clerical Support

HIPAA Guidelines

Reading Comprehension

Administrative Procedures

Microsoft Office

File Organization

Word Processing

Confidentiality and Data Protection

Multitasking and Time Management

Microsoft Excel

Problem-Solving Ability

WORK HISTORY

OCTOBER 2022-CURRENT

CUSTOMER SERVICE REPRESENTATIVE LICENSE PLATE AGENCY TOWN OF SILER CITY SILER CITY, NC

Contacted North Carolina Motor Vehicle Department to determine status of pending titles.

Communicated with customers to resolve common title issues.

Used Xerox machines and reader and printer machines to make, file and distribute copies of recorded documents.

Verified and analyzed free-and-clear title issues, odometer readings and VIN numbers to finalize transfers

Processed payments for fines and fees, maintained accurate drawers, issued receipts and updated account balances.

SEPTEMBER 2021-OCTOBER 2022

TELECOMMUNICTOR TOWN OF SILER CITY POLICE DEPARTMENT SILER CITY

Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.

Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.

Demonstrated respect, friendliness and willingness to help wherever needed.

Worked flexible hours; night, weekend, and holiday shifts.

Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

APRIL 2021-JULY 2021

ADMINISTRATIVE SUPPORT SPECIALIST EXPRESS EMPLOYMENT PROFESSIONALS ASHEBORO, NC

Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Assisted coworkers and staff members with special tasks on daily basis.

Managed filing system, entered data and completed other clerical tasks.

Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Answered multi-line phone system and transferred callers to appropriate department or staff member.

Composed and proofread memos, letters and reports to verify error-free communication.

AUGUST 2020-MARCH 2021

ASSISTANT MANAGER SPEEDWAY ASHEBORO, NC

Helped with planning schedules and delegating assignments to meet coverage and service demands.

Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.

Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.

Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.

SEPTEMBER 2018-JUNE 2020

CUSTOMER SERVICE SUPERVISOR UNITED STATES POSTAL SERVICE GREENSBORO, NC

Duties included but were not limited to supervising clerk activities and functions; evaluate daily

Work load while making assignments; make temporary changes in schedules to meet operational needs as they changed

Oversee the distribution of mail and mail handling activities, including change of address inquiries, ensure proper procedures are followed related to receipt, and delivery of accountable mail items for the box section

Establish work schedules and allocate work hours to meet service requirements, reschedule assignments based on changes in mail volume and resource availability

Analyze delivery operations using observations, data analysis, and computer models

Conduct mail counts as well as clerk drawer counts to meet SOX compliance

Analyze factors such as, safety conditions, and delivery methods to determine if employees are performing safely

Investigate vehicle accidents for employees on collection routes

Ensure training in current operations and safety procedures

Assess employee performance and provide guidance/direction and mentoring

Make recommendation for performance improvement; and encourage the development of employees

Establish a work team relationship

Involve employees in decisions that may affect them and encourage decision making at even the lowest employment level

Have frequent contact with the public and businesses

Participate in record keeping of work hours, mail volumes, clerk performances, accident and injury occurrences and personnel time and attendance.

JANUARY 2018-JULY 2018

ADMINISTRATIVE ASSISTANT UNITED STATES POSTAL SERVICE GREENSBORO, NC

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.

Executed record filing system to improve document organization and management.

Scheduled office meetings and client appointments for staff teams.

Generated reports and typed letters in Word and prepared PowerPoint presentations.

FEBRUARY 2016-JANUARY 2018

CITY CARRIER ASSISTANT UNITED STATES POSTAL SERVICE GREENSBORO, NC

Maintained outstanding, by responding promptly to postal needs

Sorted and delivered mail and parcels addressed to homes and businesses on an assigned route

Planned and cased mail in sequence of delivery for designated route.

Engaged customers with pleasant demeanor and offered to help with mail-related issues.

Used portable devices to maintain system records by scanning items delivered to homes and businesses.

Worked closely with other employees in mail office and handled various administrative tasks.

NOVEMBER 2005-MAY 2015

CLAIMS REPRESENTATIVE ANTHEM MIDDLETOWN, NY

Filed and processed client insurance claims

Provided superior work quality by demonstrating attention to detail, flexibility, and innovation in resolving customer concerns

Responded effectively and efficiently to increased workloads while increasing knowledge and expertise as required

Analyzed policy coverage accurately for all ranges of complexity

Recommended solutions to provide excellent customer satisfaction

Mentored and trained new and existing personnel in company and departmental policies

Collaborated with management to provide timely and accurate reports

Implemented all necessary actions to ensure personal and confidential information was handled in accordance with HIPPA regulations.

EDUCATION

EXPECTED IN MAY 2026

Bachelor of Science: HUMAN RESOURCES

POST UNIVERSITY, WATERBURY, CT

AUGUST 2001

High School Diploma

MARLBORO CENTRAL HIGH SCHOOL, MARLBORO, NY

CERTIFICATIONS

Lean Six Sigma - Yellow Belt, United States Postal Service

Certified Medical Administrative Assistant,

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