Shelly Mitchum

Warner Robins, GA *****

ad0fiw@r.postjobfree.com

+1-478-***-****

Result driven. Excellent data entry / 10-key skills. Strong written and verbal communication skills. Diversified background of administrative and customer service positions. Work well within a team environment and independently. Self-motivated. Experience with statistics and reliability analysis. Inbound/outbound telemarketing and phone sales/customer service roles in both remote and high volume call center work environment. I am able to exercise initiative and grasp technical issues with minimal direction.

Authorized to work in the US for any employer

Work Experience

Senior Total Loss Customer Care Specialist, Title Procurement Insurance Auto Auctions - Georgia -Remote

November 2021 to March 2023

Total Loss Customer Care Specialist, Title Procurement Responds to all correspondence in accordance with the established accountability standards. Acquire the title transfer paperwork required to process salvage on behalf of our vehicle providers. Accurately communicate when all documents have been received so the process can flow accordingly Provides empathetic and professional service to customers, peers, and partners Demonstrate strong prioritization skills by proactively leading day-to-day tasks, including balancing new assignments with active inventory

Execute with speed and urgency to determine, communicate, and obtain all documentation required to prepare the vehicle for sale.

Proactively address assigned inventory of salvage vehicles to drive effective outcomes, using state- specific methods and processes.

Learns and maintains detailed knowledge of state salvage and title laws for assigned states and may aid internal and external partners by answering questions regarding owner-retained salvage laws and salvage title laws.

Handles telephone inquiries on claim status regarding the total losses title process. Documents files to include all key procedures, next steps regarding title process, interactions with customers, vehicle providers, and internal partners. Performance Monitoring Analyst, Total Loss Specialist II, and Emergency GEICO - Macon, GA

January 2014 to March 2019

• Roadside Service Representative

• Reviewing organizational metric goals and applying to each evaluation in a concise and consistent manner in order to produce an accurate trend of departmental outcomes in terms of quality, quantity, and timeliness. Identifying any possible errors according to department metrics and grading each associate based on department guidelines. Prioritize the employee's outcomes in numeric ranking.

• Identifying trends to evaluate the accomplishment of employee's outcomes and present outcomes to management. Devise plan of action to address any updated state specific information or requirements received in order to remain compliant and communicate any changes to management and training departments accordingly.

• Process and complete the salvage claim process on total loss vehicles. Make contact with internal and external customers to advise the process and provide support as needed throughout completion. Issue all payments on salvage vehicles. Work with management on projects to streamline salvage processes as designated. Assist with new hire shadowing and training.

• Dispatch service vehicles as required based on needs of customer at time of conduct and attend to future needs as identified based on information derived from multiple sources at time of initial contact.

• Experience in multiple departments.

Configuration and Compliance Analyst

Expressjet Airlines - Atlanta, GA

March 2013 to December 2013

Tracking Hard time parts in TRAX database, aircraft acceptance trips and the removal and replacement of aircraft parts from obsolete database to Expressjet compatible program. Building of engines and landing gear in TRAX system

Firearms expert/Clerk

Macon Pawn and Gun - Macon, GA

November 2010 to March 2013

Assisting customers in selecting and purchasing merchandise specifically firearms. Maintaining all firearm purchase records for audit and inventory purposes. Operating cash registers and multiple operating systems in the process. Complying with ATF procedure when running FBI background checks during the purchase of firearms. Reviewing form 4473 to ensure compliance with ATF. Maintaining multiple gun logs, including hardcopies and Spandex copies. Check cashing for customers. Opening and closing financial logs. Data entry.

Technical Librarian

Atlantic Southeast Airlines - Macon, GA

July 2006 to January 2010

Maintaining, distributing, and accounting for all manuals used in the maintenance and engineering of aircraft. Data entry. Maintaining multiple Excel spreadsheets to track and locate manuals. Receiving and shipping to all outstations. Converting CD data to electronic manuals to be used online by all maintenance and engineering personnel. Revising all maintenance manuals and maintaining an orderly work environment.

Service Difficulty Report (SDR) Analyst

Atlantic Southeast Airlines - Macon, GA

September 2004 to July 2006

Reported to Federal Aviation Administration (FAA) any events that fall under FAA's Standard Practice 675.

Data entry. Maintained multiple Excel spreadsheets for use by the engineering reliability group, tracked all diversions, air and ground returns made by ASA aircraft, and any other duties by the Director of Engineering.

Reliability Analyst

Atlantic Southeast Airlines - Macon, GA

December 2002 to August 2004

Reviewed and corrected "squawk" reports in accordance with the FAA Standard Practice. Cleansed data and performed data entry on a daily basis. Reconciled aircraft delays and cancels. Assisted in the construction of the monthly Power Point reliability reports on all aircraft flown by ASA. Remote work from home

Multiple Agencies - United States

Various dates worked as part time second jobs - Remote experience - Home-based call center environment including inbound and outbound servicing. Data-entry and technical servicing. Commercial and residential professional cleaning experience. Food preparation in restaurant setting. Education

Business Managment

Macon State College

2007

Business and Office Management

Middle Georgia Technical College

2003

General Education Degree in Certified Customer Service Specialist Flint River Technical Institute

1999

Skills

• Proficient in Microsoft Word, Excel, PowerPoint, Access, and Office Proficient in adobe

• 10 Key Data Entry

• Employee Evaluation

• Microsoft Outlook

• Curriculum Development

• Library Services

• Office Administration

• Telemarketing

• Administrative experience

• Customer service

• Microsoft Office

• Statistics

• Event Planning

• Tutoring

• Accounting

• Inside Sales

• Employee Orientation

• Writing Skills

• Typing

• Operating Systems

• 10 key calculator (10+ years)

• Cold Calling

• Outbound Sales

• Title processing

• Microsoft Word

• Customer support

• Negotiation

• Outside sales

Awards

Chairman's club, Top Performer each quarter

October 2017

Maintained metric scores each quarter to be recognized as a top performer in Salvage Department. Salvage Department joined Chairmans Club in 2017 where I was one of six associates department wide that had numbers to qualify. Picked by management to be on newly formed Catastrophe Response team.

Assessments

Inside sales — Proficient

June 2020

Understanding and responding appropriately in sales scenarios, and performing common sales calculations

Full results: Proficient

Forklift safety — Proficient

June 2020

Best practices and safety hazards in forklift operation Full results: Proficient

Attention to detail — Proficient

November 2021

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Teamwork: Interpersonal skills — Proficient

July 2021

Responding to challenging team situations at work

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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