Service Representative Customer
Resume:
LORENA
SHOFNER
*********@*****.***
Nicholasville, KY 40356
Bold Profile
Dynamic leader with proven expertise in complex problem-solving and staff management, shared at Sayre Christian Village and IBM Corporation. Excelled in training and mentoring, enhancing team productivity and efficiency. Skilled in financial analysis and employee motivation, significantly improving operational outcomes. Achieved notable resident and client satisfaction through effective communication and goal-oriented strategies.
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
PROFESSIONAL SUMMARY
Sayre Christian Village - Supervisor
Lexington, KY • 09/2021 - 06/2024
Supervisor of Friendship Towers on weekends, 12 hour shifts which houses 118 residents.
Supervisor to 6 Resident Assistants for assisted living residents. Kept Management / Staff updated on all activity and or concerns. John McMurtry - Personal Care Assistant
Nicholasville, KY • 04/2002 - 07/2021
Adcolor, Inc. - Customer Service Representative
Lexington, KY • 05/2003 - 08/2012
WORK HISTORY
Handled residents/family complaints, resolved issues, and adjusted policies to meet changing needs.
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Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
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Monitored workflow to improve employee time management and increase productivity.
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• Generated reports detailing findings and recommendations. Assisted clients with daily living needs to maintain self-esteem and general wellness.
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Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
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Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
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Built strong relationships with clients to deliver emotional support and companionship.
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• Handled rental property leasing and collecting rent money. Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
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Training and mentoring
Goal-Oriented
Staff Management
Employee Motivation
Complex Problem-Solving
SKILLS
BCTC/LCC
Lexington, KY • 05/1988
GED
LCC/IBM
Lexington, KY • 05/1988
No Degree
Certificate Project Management
1995
Certificate Office Skills 1988
Certificate General Studies 1985
Financial Analysis/Budgeting
/Planning
Inventory Management
EDUCATION
IBM Corporation - Financial Analyst
Lexington, KY • 09/1978 - 08/2001
Handled customer inquiries and suggestions courteously and professionally.
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Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
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Worked with customers and vendors for garment orders and advertising materials.
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• Communication and phone skills.
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Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
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Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability, and expense forecasts.
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Facilitated smooth month-end close processes by efficiently reconciling accounts and addressing discrepancies promptly.
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Evaluated financial performance of investments, acquisitions and other business opportunities to provide strategic recommendations.
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Supported clients : GE Capital, Equifax, GMAC and Federated Mainframe software.
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• Provided Future Outlook Spreadsheets.
• Communication / Telephone and emails.
Used relevant financial technology to generate reports and recommended courses of action to upper management.
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Professional Development
Project Management
Basic Problem and Change
Data Communication
CFSW Software class in Atlanta, GA
Women's Millenium
Software Inventory
Diversity Management
Creative Thinking
Time Management
Business Technology
IBM Office Systems
ADDITIONAL INFORMATION
Nicholasville Police Academy
The Nest
Meals on Wheels
Crawford Middle School
President of the IBM Club
Vice President of the IBM Club
VOLUNTEER ACTIVITIES
Secretary of the IBM Club
MDA Charity
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