Customer Service Call Center
Resume:
Shaquanta McFadden
Shaquanta McFadden
Oxon Hill, MD 20745
*************@*****.***
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Objective
Accomplished and experienced professional looking to further career and utilize skills of leadership to a progressive organization. Knowledge of customer service, corporate social responsibility, and computer comprehension
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Experience
Trout Unlimited / Membership Services Coordinator
FEBRUARY 2023 - DECEMBER 2023, 1777 North Kent Street, Arlington VA 22209
●Processes donations and memberships as well as daily fulfillment processing.
●Assist in orchestration of CRM database maintenance as well as tracking of database issues and needs for Trout Unlimited
●Weekly review of all premium and acknowledgement fulfillment.
●Responds to inquiries, researches, and resolves member issues and notifies members of resolution via email, phone, or letter as needed.
●Oversee daily operations of 3rd party call center and mail processing function, ensuring timely and accurate processing with a focus on member satisfaction.
●Supports Director of Member Services with quality control of third-party vendors.
●Work in cooperation with customer service stakeholders, e.g., Marketing, Development, and Volunteer Operations teams, on an ongoing basis. Report campaign response, including member feedback and perceived effectiveness.
●Order and manage inventoried supplies for acknowledgement fulfillment.
●Process TU’s workplace giving and CFC donations.
Helicopter Association International / Membership Manager
APRIL 2019 - AUGUST 2022, 1920 Ballenger Avenue, Alexandria VA 22314
●Responsible for recruiting new members and retaining the existing members
●Maintained the membership database with multiple clean up projects and initiatives
●Assisted the Director of membership in managing all aspects of member relations
●Developed and implemented strategies to help design new member benefits
●Coordinated website content and functionality with the Web team to increase membership and partnership programs
●Maintained regular member outreach by direct mail, driven digital campaigns and media marketing
●Created a level of support to help achieve the financial goals of the organization
●Developed an external communications level about awareness of new dues structure, video content, membership announcements, and email e blasts
●Manage all member events including packing, supplies and marketing materials
●Track membership activity, suggestions, feed backs, and comments to ensure continuous growth and improvement
●Reply to member inquiries, and assist them to the correct personnel for further resolve
●Use strong knowledge of HAI’s benefits to show members the value and purpose of becoming a member
●Assist the membership team with other tasks and specials projects, as assigned
Helicopter Association International / Membership Coordinator
MAY 2017 - APRIL 2019, 1920 Ballenger Avenue, Alexandria, VA 22314
●Process new member applications upon arrival
●Assist in maintaining the Membership database
●Respond to telephone and email inquiries about membership benefits and services
●Support with annual membership update process
●Assistance with dues invoicing, the membership renewal process and recruitment
●Aided in Membership Department activities during Heli Expo
●Coordinating the collection and dissemination of membership data
●Produced various reports, spreadsheets and presentations for all Staff employees and Board of Directors
●Working with Consultants to produce research studies and Membership surveys
●Completing demonstrations for all Staff employees and Board of Directors under certain circumstances
●Attending HAI Heli Expo at the Membership booth
●Completed other tasks as assigned from the Director of Membership, and VPs
Helicopter Association International / Accounts Payable Assistant
OCTOBER 2013 - MAY 2017, 1920 Ballenger Avenue, Alexandria, VA 22314
●Sorting and verifying the accuracy of all incoming invoices and expense reimbursements
●Ensuring the confidentiality and security of all financial records and vendor information
●Organizing and maintaining all vendor records and files
●Coding and entering all invoices into the accounting system and preparing vouchers for approval
●Updating records in the Association’s Management System and generating reports as necessary
●Assisting other departments with various projects and deadlines
●Providing back-up assistance to the Receptionist throughout the course of the day
●Assisted with the Audit review every year
●Assisting in setup/scheduling conference room meetings
●Attending HAI Heli Expo as a VIP Associate
●Updating job knowledge by participating in educational opportunities.
Gemini Title & Escrow, LLC / Receptionist/Title Processor
MAY 2008 - JULY 2011, 110 North Washington Street, Rockville, MD 20850
●Welcomed visitors by greeting them, either in person or over the phone
●Handled incoming calls on a multi-line switchboard (30-60 lines)
●Performed general administrative duties; sorted mail and packages daily and distribute as needed
●Assisted in scheduling conference room meetings, track office and kitchen supplies and insured supplies were stocked and accessible to all employees
●Directed visitors by maintaining employee and department directories; giving instructions
●Prepared Leases, Grants, Deeds and Deeds of Trust for submission to be reviewed and submit data reports
●Opened new files, ordered titles, cleared titles and other processing work to close files
●Dealt with Commercial and Residential Purchases, Refinances and REO Settlements & Foreclosures
●Responsible for preparing the necessary documents to convey title
●Interacted with different parties such as Agents, Brokers, Buyers, Sellers and Lenders
●Responsible for satisfying underwriter’s conditions and scheduling closings for all parties
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Education
Everest College / Associate Degree in Business Administration of Science
MARCH 2013, Arlington, VA
G.P.A. 3.6
Lincoln Technical Institute / Diploma and Certificate of Completion for Personal Computer Support Technician
APRIL 2004, Columbia, MD
G.P.A. 4.0
Oxon Hill High School / High School Diploma
MAY 2003, Oxon Hill, MD 20745
G.P.A. 3.0
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Skills
●Strong Computer skills and proficiency with Microsoft Office Suite
●Customer Services specialist
●Extreme attention to detail, accuracy and quality
●Detailed oriented, self-starter with strong organizational skills
●Experience with Quick Books, AMS/CRM Software and Intacct, Impexium, Dynamics & Net Forum
●Progressive knowledge in learning and comprehending new systems and methods
●Ability to handle multiple projects at once
●Exceptional team player individually or in small groups
●Advanced Customer Service, Time Management and Oral/Written Communication skills
●Capability of training new staff personnel upon arrival
●Ability to work under pressure as well as manage multiple tasks simultaneously
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References
●Available Upon Request
Contact this candidate