Customer Service Administrative Support

Shawntee C. Hart

**** ******* ***** **. ! Decatur, GA 30034 !

c: 404-***-****

e: *********@*****.***

SUMMARY OF QUALIFICATIONS

Enthusiastic associate with proven results. Demonstrates excellent internal and external

Customer service skills in a fast paced environment. Positively motivates others on team

to achieve and exceed goals while increasing productivity. Multi-tasker who thrives in a

very busy environment that encourages team diversity. Creates innovative ideas and has

proven ability to help streamline processes, saving company expenditures. Extensive

computer skills. Reliable, energetic, dependable, with traditional values.

EXPERIENCE

UPS Supply Chain November13- Present

Export Shipping Administrative Support Atlanta,Ga.

•Create, process, review and file bills of lading, invoices and export documents, billing

•UPS shipment procedures (via vessel,ground, freight, international, and expedited)

•Professional direct phone, and email client interaction

•Research LCL / FCL shipment status, follow-up / track with carriers on load status

•Resolve internal and external customer issues, billing issues, schedule pick-ups and deliveries, dispatch carriers, negotiate line haul costs

•Processing and following shipper's letter of instructions accurately

•Handling and Filing AES declarations to US Customs and Border Protection

•Perform tariff classification utilizing the Harmonized Tariff Schedule (HTS), Schedule B, and Import-Export Control Classification Number (ECCN) as needed

•Preparing/processing insurance certificates, certificates of origin, consular documents and EEIs

•Collaborate to gather shipping documents and manage record retention of export shipments

•Understanding of US Department of Commerce’s EAR and ITAR regulations

Orthotic Care March 2013- July 2013

Administrative Support/ DME Billing, Decatur,Ga.

• Perform various administrative and clinical duties under the direction of

administration and/or clinician

• Schedule appointments

• Maintain medical records,

• Did selected DME billing, and coding for insurance purposes

• Answering calls for appointments

• Refer patients to appropriate staff concerning queries about medical supplies

• Maintain records of purchased equipment and other medical supplies

• Inventory for equipment for patients

• Filing, Data entry and enter patient information in database

CarMax Business Services February 2007 – March 2013

Administrative Support Senior Clerical Team, Kennesaw, GA

• Ensure high quality service as measured by Supervisor. Consistently achieve 100% internal

audit scores, exceed departmental goals by 10%.

• Handle elevated internal/external customer service issues. Ensure notations made on

customer accounts in computer system.

• Extremely proficient in areas of computer operation, office equipment, maintenance and

troubleshooting.

• Team convert paper filing system to document imaging system. Resulted in $100,000/yr.

savings in supply costs.

• Scan and process funding documents (Retail Installment Contracts and Titles), review and

audit for accuracy.

• Responsible for three regions Retail Installment Agreements and titles for all CarMax

Locations.

• Proficient in all Mailroom operations ( Return Mail,FedEx, sorting, metering, letter

production, folding/inserting equipment).

• Keep production queues current, work within assigned rotation level to maintain

department efficiency.

Customer Service / Early Collections Representative, Kennesaw, GA

• Consistently met or exceeded department standards for call volumes, collection standards,

calls per minute in a high volume incoming and outgoing call center.

• Arranged payments, suggested payment alternatives, advised high-risk customers (1-30

days past due) of best solutions to keep account current.

• Documented and updated notes in internal system thoroughly for use by other

representatives and scheduled follow ups.

• Trained new associates on procedures, FCCPA, and assisted with elevated calls.

Marriott Hotels August2005 – February 2007

Customer Service, Reservations and Sales, Atlanta,, GA

• Maintained highest level of customer service as measured by company standards. Up

selling accommodations and services.

• Responsible for all aspects reservations and guest accommodations.

Bank of America Tax Processing Center September 2002 – May2004

Quality Review Analyst, Tucker, GA

• Provide excellent and efficient customer service and process 1040 tax forms in a high

volume environment.

• Accurate data entry with over 8,000 keystrokes, encoding operation, mail operations,

including sorting and distribution.

Remedy Staffing july 2001 –August 2002

Administrative Assistant, Atlanta, GA

• Evaluated Social Security claims and scheduled appointments. Data entry, multi-line

telephone operation and all office equipment.

• Maintaining filing system, updating records and providing high quality customer service

both internally and externally.

Hartford Civic Center October 1996 – January 2000

Event Staff / Customer Service Associate, Hartford, CT

• Assisted with event sales, including handling high volume cash transactions and

reconciling for accuracy each day.

• Greeted and escorted visitors, security functions and ticket handling. Coordinated

upcoming events with patrons.

EDUCATION ! TRAINING ! CERTIFICATIONS

• Highly proficient in all Microsoft programs (Word, Excel, PowerPoint), email and social media

Cargo Wise Certified Operator

Billing specialist

Hazmat certified.

Classes attended: Communication Styles, Treating Associates with Respect, Codes of Business Conduct, Diversity Awareness Training, Working with the Visually Impaired Training

Participated in Six Sigma style workshops to analyze current processes to streamline and find efficiencies.

• Graduated Weaver High School, Hartford, CT

• Certified Computer Training, Academy of Learning, Hartford, CT

REFERENCES

Both personal and professional available upon request.

Contact this candidate