SHANNA-KAYE MONTIQUE

C: 443-***-**** ad3sz3@r.postjobfree.com

Strategic Planning Leadership Budget Management Project Planning Data Analyst and Quality SUMMARY OF QUALIFICATIONS

Result-oriented professional gifted in business operations and management skills in regard to budgeting, communicating, and utilizing multiple applications. Experience in conducting research and ensuring data quality. Ability to influence, plan, and lead diverse groups. Committed to using problem solving and decision- making skills to drive results.

EDUCATION

Morgan State University, Baltimore, MD

● MBA in Business Administration

● BS in Information Systems

PROFESSIONAL EXPERIENCE

Internal Revenue Service, Philadelphia PA

Contact Service Representative

November 2021 to Present

● Efficiently close at least 10 amended return (individual income tax) cases per day regardless of complexities. Ex. Refunds, tax increases, Stimulus payments, etc.

● Successfully collaborated with multiple departments to resolve taxpayers’ requests

● Utilized multiple software to research, along with management approval-when applicable, and adjust cases according to tax laws

● Excel at weekly rate and quality goals to avoid unpostables, age reports, reworks,etc. Home Depot, Baltimore MD

Service Desk Associate

March 2020 to August 2020

● Process returns, create online orders (special), audit online order storage, modify, pick and release orders, resolve errors and operate sales register -when needed.

● Utilize multiple softwares to provide real time updates, and process credit card applications to meet store monthly goals

Sales Specialist (Millwork Dept.)

August 2020 to May 2021

● Recommended solutions for third party contractors, DIY’s (do it yourself) customers and proactively submit and follow up on all measure requests, design doors and close sales

● Acts as a liaison between the customer and third party installation team and other customer order specialist roles

● Assimilate quickly by transitioning roles, as needed, to maintain company productivity

● Engage a diverse customer base in the showroom and presented all seasonal promotional programs

● Met/exceeded weekly leads and monthly sales goals --oversees daily financial goals of approximately

$30,000 in revenue

Dollar Tree, Baltimore MD

Assistant Operation Manager

July 2019 to April 2020

● Open and close store: count safe, verify tilts, confirm daily action plan, process damages, etc.

● Stock sales floor, recover store, process online orders, returns, overrides, process change, end cashier tilt, complete audits, load gift and green dot cards, process vendors (Coca Cola, Pepsi, Hallmark, H&S Bakery, etc.)

● Manage callouts/ scheduling, time errors, complete monthly iLearns on safety and store operation

● Quickly resolved customer questions and issues with a compassionate and empathetic approach Amazon Inc., Sparrows Point, MD

Area Manager/ Quality Assurance Analysts

June 2018 to March 2019

● Communicate actual headcount and suggest changes to shift plan, ability to produce certain volume and rate goals per hour based on shift handoff-WIP, machine functionality and staffing

● Oversaw the packing department (AFE 1) with one coworker; 45 direct reports.

● Provide daily feedback based on quality performances, weekly reprimands with HR rep

● Appointed others and also served as an ambassador for new hires when the DCA1 building first launched

● Utilized multiple tracking software to engage associates and monitor equipment downtime, clear jams and communicate with support departments

● Lead Area Manager for reporting and engaging all top offenders regarding quality errors on all process paths

● Review and update all goals/standard work on the Amazon wiki and bulletin boards at each station across all shifts.

● Complete an independent project to reduce the number of ‘pack item missing’ and ‘pack item damaged’ on the front half days shift

● Monitor the ‘problem solve’ bucket and staffing, hold associates working in a support role accountable since no rates were associated

Morgan State University, Baltimore, MD

Office of Resident Life and Housing

Assistant Resident Director

August 2015 – May 2018

Leading as second-in-command of live-in residential staff in dormitory. Supports Resident Director in leading dormitories through planning, managing, and programming for student development and success. Provides direction and assistance for resident assistants. Serves of Development and Recruitment committees. Ensuring university compliance by attending monthly training sessions.

● Assisted colleague in facilitating interactive session at SSLI Conference

● Decreased student maintenance complaints, damage charging errors, and conflict mediation

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