Social Media Customer Service
Resume:
Shannon Hance
Salisbury, MD *****
*********@*****.***
Self-motivated and flexible, adapts well to ongoing change, eager to team build and grow, strong organizational and communication skills. passionate about succeeding with integrity and a high drive for a strong work ethic and good judgment skills, exceptional customer service skills with knowledge of principles and processes that will ensure outstanding personal services and evaluation of customer satisfaction, knowledge of administrative and clerical procedures, processing claim approvals/denials, issued buyout, food loss and property damage reimbursements, technician routing/ negotiating and fleet management-
Systems-Salesforce CRM, Field Services, Service Console, Salesforce Admin and development, Microsoft Word, Excel and Outlook, EPIC Systems, Cornerstone, Monday.com CRM, Aspect, Avaya, Kronos, Stripe, Quickbooks, Ring Central, Workday, Service Bench, Pega, Quickbase, Care Central, MAS 90, case management and successful claim ownership for assigned regions, stenography and transcription, highly proficient in medical office procedures, scheduling and terminology, marketing social media FB, Twitter, IG, Nextdoor, Twillio and Birdeye, assist in web design using Webflow, Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Client Success Manager
Handy Homes, Inc-Rumson, NJ
February 2024 to Present
Manage all client onboarding, ownership of all case management and customer escalations, customer support and retention, Field Operations and fleet management, Acting Liaison between Homeowners and Field Technicians, oversea and implement all Part ordering processes, technical support to technicians and clients for field mobile application, manage social media marketing, manage all client billing using Stripe and Salesforce, software integration and implementation from company start-up, contributing in software development specifically in Salesforce Admin, Service console and Field Services Field Service Coordinator
Spiro- Part of GES Collective Global Exhibition Services-Remote July 2023 to Present
Coordinate trade show and exhibition events, projects and booths from start to finish within the states and internationally. Works closely with account and project managers to make sure high volume of orders are placed accurately with a very fast paced deadline driven workload. Purchasing and managing large orders of services and goods on behalf of clients need for a successful branding event such as electricity, furniture, internet, graphics, programming, booth construction, carpet/flooring, drayage, rigging as well as all services including, talent, catering, cleaning, etc. Owning projects with Individual booths costing well into the 7 figures. Build and manage project folders for accurate record keeping. Processes purchase orders, wire transfers, managing personal account with company credit card. Reconciling all projects, managing accurate expense reports, builds and signs final project packets to be on display for each project and event managed. Always maintaining friendly and professional relationships with daily correspondence with all vendors, clients and event location management via phone, email, chat and teams calls. Uses systems such as Salesforce, Monday.com, Oracle, Expresso to organize and process all projects. Works well under a variety of high pressure situations remaining polished and professional. Remote Service Advocate, Field Service Coordinator NEW Asurion-Salisbury, MD
March 2017 to September 2022
Customer liaison assisting in Major Appliance Repair service and resolving escalations, scheduling repair appointments, ownership of customer insurance claims from start to finish, fleet management for technicians with efficient routing, extensive problem-solving, ordering parts, tracking and coordinating shipments and deliveries, prompt communication with manufacturers, technicians and customers to work around backordered parts and other delays, negotiating travel expenses and drive time, high volume of inbound and outbound calls via a soft-line phone, email, chat while mastering a large variety of software programs, processed refunds to customers for insurance claims, approved for full reimbursements, laundry and food expenses, meticulous documentation of all correspondence for customer insurance claims. Exceeded in my task production and quality goals every month consistently for duration of employment. Worked closely with the Field Service Manager while providing outstanding client and customer service specializing in No Cool emergencies, Executed personal organization and multitasking skills in a fast paced environment while cross training with a large variety of other teams when needed, Provided training to fellow agents, strong oral, interpersonal, and written communication skills with the ability to exhibit genuine patience and empathy for customers while maintaining a professional etiquette and respect for fellow agents and leadership
Tax Associate
Jackson Hewitt-Crestview, FL
November 2016 to April 2017
Provide exceptional customer support to all clients involving tax returns, outstanding IRS debt, return amendments, filing all tax documents with an Official Internal Revenue Service Tax Preparer Identification Number, always using any measure possible to resolve all tax situations for my clients and to ensure accuracy while providing excellent customer care. Customer Support Respiratory Therapy-Equipment Specialist Sleep Apnea BPGamma Medical-Frederick, MD
September 2014 to August 2016
Providing exceptional customer care and problem solutions for respiratory patients with Sleep Apnea. Handling an extremely high call volume and patient walk-ins. Fitting patients with effective respiratory equipment and troubleshooting all problems with medical equipment and patient complaints to help patients achieve comfort with successful therapy with a goal to reduce patient AHI and improve overall rest and health, distribution of mail, ordered medical equipment, processed purchase orders for medical billing, billed customers for outstanding medical bills, variety of clerical duties for CEO
Critical Care Customer Liaison
Ocean State Veterinary Specialists-East Greenwich, RI December 2011 to September 2014
Provide excellent customer service in a very fast paced professional environment. Answer busy multi-line phone system. Document medical records accurately, Process prescription refills through our in house pharmacy and outgoing prescriptions through human pharmacies as well. Answer and process all calls and billing for the doctors in every department. Greet and care for clients under high stressed upsetting circumstances and handle many difficult situations involving the billing department and/or medical emergencies independently; therefore, making professional decisions in urgent care situations to best serve the client and most importantly the company’s best interest. Answer and solve any billing questions and concerns. Answer, forward and process fulfill requests for all incoming emails for the hospital. Always multi-tasking a large variety of administrative tasks under the time frames allotted. Critical Care Veterinary Technician/Receptionist-Lab Technician Germantown Veterinary Clinic-Germantown, MD
January 2001 to January 2007
Provided outstanding customer care under high stress emergency circumstances, ran all front desk office operations including scheduling, client billing, maintained client charts, documentation of meticulous medical information, certified in medical documentation, Monitor and treat intensive care and post-surgery patients during and after hours. Administer intravenous, intramuscular, subcutaneous, and oral medications and vaccines; as well as blood draws, placing catheters and general animal wellness care. Operate a large variety of meticulous in-house lab tests and procedures using whole blood, serum, urine and parasites. Multitask general office work and answering a busy multi line phone system while greeting and directing clients. Education
Certified in Veterinary Technology, Medical Records and Pharmacology Cedar Valley College - Lancaster, TX
IRS PTIN in Tax Preparation
Jackson Hewitt
Skills
• Technical support
• SaaS
• Salesforce
• CRM software
• Customer service
• Medical records
• Front desk
• Project coordination
• Kronos
• Data collection
• Remote access software
• Software troubleshooting
• SharePoint
• Account management
• Tax experience
• Customer relationship management
• Pegasystems
• Accounts receivable
• Windows
• Analysis skills
• Conflict management
• Negotiation
• Training & development
• Staff training
• Microsoft Office
• Microsoft Excel
• Microsoft Word
• Adult education
• Customer support
• Communication skills
• Organizational skills
• SAP CRM
• Oracle
• Computer skills
• Medical scheduling
• Time management
• Computer literacy
• Product demos
• Hospitality
• Supervising experience
• Telecommunication
• Leadership
• Inside sales
• HIPAA
• Data entry
• Microsoft Access
• Medical terminology
• ServiceNow
• Upselling
• Adobe Acrobat
• Relationship management
• Order management system
• Supply chain
• IT
• Accounting software
• Project management software
• Operations management
• Records management
• Health information management
• Veterinary experience
• Technical sales
• Medical billing
• Epic
• Documentation review
• Proofreading
• Data management
• Computer networking
• Payroll
• Sage
• Accounts payable
• QuickBooks
• Computer hardware
• Microsoft Outlook
• Continuous improvement
• Analytics
• Business intelligence
• Predictive analytics
• Construction estimating
• Project management
• NetSuite
• Debits & credits
• PeopleSoft
• Landlord-tenant law
• Budgeting
• Property management
• Social media management
• Sales
• Microsoft Publisher
• Management
• Case management
• Pricing
• B2B sales
• Mobile applications
• Order fulfillment
• Business development
• Human resources
• Help desk
• Live chat
• POS
• Team management
• Quality assurance
• Accounting
• Recruiting
• Bookkeeping
• Classroom experience
• Paralegal experience
• Purchasing
• Restaurant experience
• Facebook Advertising
• Driving
• Business Analysis
• Process Improvement
Assessments
Work style: Professionalism — Proficient
April 2023
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
Medical terminology — Proficient
April 2023
Understanding and using medical terminology
Full results: Proficient
Work motivation — Proficient
February 2024
Level of motivation and discipline applied toward work Full results: Proficient
Customer focus & orientation — Proficient
October 2022
Responding to customer situations with sensitivity Full results: Proficient
Managing accounts in QuickBooks — Proficient
February 2024
Using QuickBooks software to manage business financials Full results: Proficient
Bookkeeping — Proficient
February 2024
Calculating and determining the accuracy of financial data Full results: Proficient
Technical support: Customer situations — Proficient January 2023
Responding to technical support situations with sensitivity Full results: Proficient
Customer service — Proficient
October 2022
Identifying and resolving common customer issues
Full results: Proficient
Inside sales — Proficient
February 2024
Understanding and responding appropriately in sales scenarios, and performing common sales calculations
Full results: Proficient
Real estate — Proficient
April 2023
Matching listings with specifications
Full results: Proficient
Customer service — Proficient
January 2021
Identifying and resolving common customer issues
Full results: Proficient
Attention to detail — Proficient
November 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Management & leadership skills: Impact & influence — Proficient January 2024
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Proficient
Project timeline management — Proficient
May 2023
Prioritizing and allocating time to effectively achieve project deliverables Full results: Proficient
Analyzing data — Proficient
March 2023
Interpreting and producing graphs, identifying trends, and drawing justifiable conclusions from data Full results: Proficient
Scheduling — Proficient
February 2023
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Work style: Reliability — Proficient
January 2024
Tendency to be reliable, dependable, and accountable at work Full results: Proficient
Call center customer service — Proficient
September 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Verbal communication — Proficient
March 2023
Speaking clearly, correctly, and concisely
Full results: Proficient
Administrative assistant/receptionist — Proficient April 2023
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Medical receptionist skills — Proficient
October 2022
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Supervisory skills: Motivating & assessing employees — Proficient January 2024
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient
Basic computer skills — Proficient
February 2023
Performing basic computer operations and troubleshooting common problems Full results: Proficient
Protecting patient privacy — Proficient
March 2023
Understanding privacy rules and regulations associated with patient records Full results: Proficient
Work style: Conscientiousness — Proficient
February 2023
Tendency to be well-organized, rule-abiding, and hard-working Full results: Proficient
Sales skills — Proficient
March 2023
Influencing and negotiating with customers
Full results: Proficient
Written communication — Proficient
October 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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