(***) *** - **** ad4bos@r.postjobfree.com Jacksonville FL Bold Profile

SKILLS

6.5 Years of CSR Experience In Customer Contact Center/ High Volume & Fast-Paced Environment

An Average Of 85-110 Incoming Calls Answered On A Daily Basis

Skilled Multi-Tasker

Professional Phone Etiquette & Friendly Disposition

Excellent Communication Skills (Verbal & Written)

Strong Work Ethic/Self-Motivated

Critical & Common Sense Thinker

A Genuine Love For Business and People

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EXPERIENCE

Independent Contract Driver

Uzurv Transportation Services Richmond, VA

12/2023 - Current

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Provide transportation services to elderly and individuals with special needs throughout the city of Jacksonville and its surrounding areas via personal vehicle.

Utilize GPS navigation systems effectively in order to locate destinations quickly and efficiently.

Maintain safe driving habits to ensure safety of driver, passengers, and general public on roadways.

Stay At Home Mom

Employer: Our Son Karter Williams Jacksonville, FL

04/2016 - 11/2023

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Stay at home mom for the past 6 years; our son is now in elementary school and his daily needs have changed.

Administrative Assistant (Secretary Specialist)

State of Florida Department of Juvenile Justice Jacksonville, FL

11/2008 - 03/2016

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Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.

Managed incoming calls while providing information or transferring callers to appropriate personnel.

Provided administrative support to multiple departments as needed.

Scheduled appointments between clients and customers and internal staff members.

Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.

Coordinated catering services for various functions, including sales trainings and department meetings.

Prepared agendas and took minutes at meetings.

Processed confidential documents and materials for dissemination to appropriate parties.

Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.

Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.

Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.

Founder & President – Wedding and Special Event Coordinator

Self-employed ATAP -All Things Possible Events Los Angeles, CA

11/2004 - 11/2008

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Collaborated with clients to identify their goals and expectations from the event.

Organized event facility, food and beverage selections and audio-visual arrangements.

Negotiated with vendors to achieve most favorable terms.

Ensured effective communication between vendors and suppliers before, during and after the event.

Hired, trained and supervised volunteers and support staff required for events.

Provided on-site support during the day of the event including problem solving if necessary.

Customer Service Representative/Field Service Representative

City of Los Angeles Department of Water & Power Los Angeles, CA

05/2000 - 11/2006

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Answered an average of 85 -110 incoming calls on a daily basis.

Conferred with customers by telephone or in person to provide information about residential and commercial utility services.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service in a timely manner.

Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Researched, reviewed and verified customers' payment history to determine credit worthiness and eligibility.

Processed, counseled and provided financial guidance to low-income citizens desiring financial assistance with utility bills

Provided partnership, guidance and direction to various staff members and cross-functional teams including “standing in” and serving as back-up assistance during absences and peak workloads with other departments.

Investigated and resolved high bill complaints of both residential and commercial accounts.

Supervised, mentored, and assisted in the training of newly hired customer service representatives.

Active liaison between clients and field service technicians.

Analyzed complex data of electric, water, and sewer usage to troubleshoot various service discrepancies.

Scheduled and facilitated interactions between internal and external staff members via hand-held computer monitoring systems and short-wave radio system.

Daily processing of large monetary transactions of both residential and commercial customers.

Administrative Assistant/Supervisor

City of Los Angeles Police Department Los Angeles, CA

01/1990 - 05/2000

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Answered incoming calls from various outside law enforcement agencies, active and retired police officers, news media, and general public responded to inquiries or directed them appropriately.

Assisted sworn LAPD officers in obtaining sensitive and pertinent background information of police officers candidates while maintaining a high-level of confidentiality of both candidate and department regulations and guidelines.

Liaised between customers, executive management, other staff members and suppliers to streamline and simplify communications.

Obtained confidential background information through NCIC and Fingerprint Live Scan networks.

Assisted with special projects as requested by executive management team.

Supervised a team of (8) administrative assistants ensuring tasks were completed in a timely manner.

Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.

Evaluated, documented and/or counseled job performance of employees.

Created training materials for new employees regarding administrative processes within the company.

Personal Assistant to the Lieutenant of the Administrative Investigation Unit.

EDUCATION AND TRAINING

Associate of Arts Degree

Florida State College at Jacksonville

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ASSOCIATIONS

State of Florida Public Notary Commission #EE077359

Director of S.O.S (Serving Our Seniors) Program – No Cross No Crown Christian Faith Assembly

Toastmasters Public Speaking International Bureau

SUMMARY

Mid-career business assistant with over twenty years of combined experience in the fields of administration, customer service and supervision. Works well in diverse groups as well as independently.

Recognized for the ability to prioritize workloads, 'to go the extra mile", "to think outside of the box" as well the ability to successfully resolve conflicts while maintaining a professional and friendly disposition.

Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Hi, I'm Shunthenia "Shaun" Brown.

Experienced Call Center Customer Service Representative

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Contact this candidate