SHELIA ASHBY

**** ******* ******, ***********, ******* 32304, Phone: 850-***-****

SUMMARY OF QUALIFICATIONS

30+ years of customer service/collection experience with various employers

Skilled in conflict resolution, information research, problem solving, reading, and interpreting comprehensive information, statutes, procedures, and rules and typing speed of 50-60 wpm.

WORK EXPERIENCE

State of Florida – Department of Highway Safety, Regulatory Consultant, Tallahassee, FL (03-2021 to present)

As the Regulatory Consultant my duties include assisting the manager in all day-to-day activities, and acting supervisor when the manager is out of the office. Delegate tasks to highway safety specialists, and I can analyze data and problem solve. Examine documents to ensure there are no fraudulent attempts being made by a customer/service provider. I handle requests delegated to me by the program manager and bureau chief. I am responsible for monitoring calls and making the appropriate adjustments when needed. I have knowledge of basic principles and practices related to collection of registration fees, motor fuel taxes and financial penalties. I can manage and resolve conflicts in a constructive and cordial manner. Knowledge of and the ability to apply, federal and state laws related to motor vehicle registration and DHSMV operations, policies, and procedures. Ability to self-manage my time, display initiative, and work effectively with minimal supervision. Skilled in facilitating teamwork and demonstrating leadership by encouraging cooperation, pride, trust, and group identity. Ability to communicate in writing using correct English grammar, punctuation, and spelling.

State of Florida – Department of Highway Safety, Regulatory Specialist II, Tallahassee, FL (05-2019 to 01/2021)

I am responsible for applying state and federal laws and DHSMV operations, policies and procedures, ensuring public safety and upholding ethical standards. Ensuring completion of program area reconciliation report according to guidelines, prepares all customers issuance requests, utilizes appropriate technological resources to resolve questions with minimal assistance. Screen applications and documentation for compliance, assign and track work assignments. Maintains appropriate documentation and records. Skilled in using Expert, DL Maintenance, Customer Services, DAVID, CRS, FDLIS, FRVIS, Outlook, Cisco Finesse, Oasis, and Motorist Maintenance. Excellent customer service skills with internal and external customers.

State of Florida – Department of Highway Safety, Senior Consumer Analyst

Tallahassee, FL (01-2018 to 05-2019)

I am responsible for answer and making calls to assist with driver licenses, tag, title issues, and educating drivers on insurance and motor vehicle laws. This environment is very structured, and a fast-paced environment in that the call volume takes about 4,000 calls a day. I am responsible for utilizing computer and problem-solving skills to research and resolve customer inquiries daily. I am also knowledgeable of the Florida laws, policies, and procedures as they apply to driver licenses and motor vehicles. Skilled in using Expert, DL Maintenance, DAVID, CRS, FDLIS, FRVIS, Outlook, Cisco Finesse, Oasis, and Motorist Maintenance. Skilled in coaching, training, and motivating the unit to keep the morale high and positive. Excellent customer service skills with internal and external customers.

State of Florida – Department of Highway Safety, Revenue Specialist I

Tallahassee, FL (03-2017 to 01-2018)

Enter information in databases to generate accounts for taxpayers. Provide excellent customer service to taxpayers over the phone. Use a collection of databases to research taxpayer’s accounts to make sure there are no outstanding balances. Compose, prepare, edit and proofread letters for mailing to the different taxpayers. Use of different computer software / programs including but not limited to (Microsoft Word, Excel, and Outlook). Entering tax returns in a timely manner every quarter.

State of Florida – Department of Health, Medical Disability Examiner

Tallahassee, FL (2015 to 7-2016)

Possess complete and extensive knowledge of the Social Security Act, amendments and all provisions, precedents, decisions, and disability letters/guidelines issued. Keep accurate, current computer notes and records of all cases and paper/prior files. Maintain federal / state health and compliance regulations and statutes. Ensure a timely, quality decision regarding initial or continuing eligibility for disability benefits. Analyze complex medical, vocational, and programmatic data and determine appropriate course of action. Translate the medical concept of clinical severity into the legal concept of Social Security disability program severity and the resultant functional restrictions into vocational and/or age-appropriate assessments. Apply legal concepts of rules of evidence, and disclosure of evidence under the federal Privacy and Freedom of Information Acts. Performed a comprehensive review of the disability claims folder; determines appropriate jurisdiction; and develops the case through contact with the applicant, medical sources, schools, employers, governmental agencies, etc. Demonstrate the ability to communicate verbally and in writing; write analyses of medical, opinions and other evidence; write non-technical reports describing these issues to lay persons; and be proficient with a wide range of technological tools. Operate, answer and route calls via a multi-lined system.

State of Florida – Department of Revenue, Revenue Specialist II

Tallahassee, FL (2010 to 2015)

Enter information in databases to generate accounts for taxpayers. Provide excellent customer service to taxpayers in person and over the phone. Use a collection of databases to research taxpayer’s accounts to make sure there are no outstanding balances. Compose, prepare, edit, and proofread letters for mailing to the different taxpayers. Use of different computer software / programs including but not limited to (Microsoft Word, Excel, and Outlook). Conducts research, edit and analysis tax information using different databases, including but not limited to SAP, UT, UTS and Sun tax.

Justice Administrative Commission, Sr. Contractual Services Specialist

Tallahassee, FL (2006 - 2010)

Researching and analyzing attorney bills and making sure they are in the guidelines of the ISC for payment; using FLAIR to look up pertinent information on the case when analyzing attorney bills to submit for payment. Good customer service skills are used with calling and discussing the guidelines with the attorneys' or legal assistants. Use of office machines (i.e., scanners, adding machines etc.) and different computer programs are used daily.

GTECH Corporation, Administrative Assistant - Tallahassee, Florida (2004-2006)

Back-up to the Administrative Coordinator, making travel and meeting arrangements, coordinates activities between in house departments and outside parties, preparing invoices for payment, processing payroll and expense reports. Composes, prepares, edits, and proofreads letters, reports, and other correspondence. Complete petty cash reconciliation, accounts receivable and related financial bookkeeping reports. Use of different computer software/programs including but not limited to (Microsoft Word, Excel, and Outlook). Prepares and send weekly sales reports to the Florida Lottery.

Sprint - Tallahassee, Florida (1995-2004) – Dispatcher, Customer Representative, Accounts Receivable Representative

Effectively utilize strong telephone interviewing techniques to determine customer needs and to sell products that met their needs. Document conversations with customers to ensure accurate customer records, demonstrate critical thinking and listening skills to understand and resolve customer's problems and disputes. Negotiate payment schedules on old, disconnected accounts enabling restoration of service and increased revenue for the company, successfully settle customer accounts by collecting past due amounts before they become bad debts, present alternate payment options leading to increase collection of revenue daily and receive service orders and accurately update customer's credit information. Analyze customers’ concerns and make recommendations based on their specific needs and desires, provide individualized service to each customer, strictly adhering to the published guidelines and procedures of the company. Receive work orders and dispatch service technicians to repair telephone problems, effectively use dictation machines to generate repair and statistical reports.

EDUCATION

A.A./Accounting/Criminal Justice

B.A./Business Administration

Keiser College - Tallahassee, Florida

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