Shemekia Glover

Ridgeland, MS

adf6jg@r.postjobfree.com

769-***-****

Work Experience

Benefit Analsyt

PERS Of MS - Jackson, MS

December 2018 to Current

Counsel PERS members by phone regarding benefits available under the defined benefit plans administered by PERS. Familiar with rules of each system and keep up with changes in the laws affecting benefits of PERS systems. Walk callers through the uses of various functions of the PERS website. Respond to assigned email inquiries and efax requests within eight business hours of agency’s receipt of the inquiry. Maintain accurate information in the PERS member and retiree database, including the nature of telephone calls made to PERS and the nature and resolution of member and retiree requests. Prepare accurate Estimates of Benefits using standard formula for calculation; and work on additional projects as assigned by management.

Quality Specialist

Comcast - Jackson, MS

August 2015 to February 2018

Responsible for analyzing each agent performance. Review calls for accuracy, and efficiently update agents and provided data with each agent daily. Hosted team meeting monthly with agents and supervisors. In charge of reporting team averages weekly. Introduce ideas on how to help improve calls overall. Assisted and helped with new hire training on Quality techniques.

Retention Account Executive/Billing

Comcast - Jackson, MS

September 2011 to August 2015

Responsible for retaining customers wishing to disconnect or downgrade. Responsible for billing. Made adjustments if needed. Responsible for selling new products to new and existing customers. Consistently met monthly goals.

Business Services Account Executive

Comcast - Jackson, MS

October 2009 to September 2011

Handle all technical calls for business customers. Responsible for creating static ip's for business

customers. Responsible for escalation for the department. Handled all billing calls and issued credits. Met daily goals required for the business. Worked as point of contact in the department for dispatch.

Insurance Sales Agent

Liberty National Insurance - Madison, MS

September 2009 to February 2010

Sold and met goal weekly. Accidental Insurance, Life Insurance, Cancer Policies, Hospice Intensive Care Insurance, Critical Illness insurance and Accidental Hospital Insurance

Technical Support Agent and Floor support

Comcast - Madison, MS

August 2007 to August 2009

Responsible for trouble shooting customer cable, internet and phone services. Assisted in floor support for agents that needed assisted with escalated issues. Responsible for meeting daily metrics. Assisted with all billing calls and issuing credits. Worked with dispatch as point of contact for the department.

Office Manager/Assistant to owner/Recruiter

TCL Financial Tax Services - Canton, MS

October 2005 to June 2007

Responsible for preparing Income Tax and Credit Restoration for clients. Accounting responsibilities with preparing income tax by hand. Hired all employees and terminated when needed. Responsible with balancing all accounts. Responsible for Billing and collecting payments. Mad necessary adjustments to accounts. Responsible for Sales and Marketing the Business. Educated and Trained over 20 employees. Created client files and processing paper required to carry out office procedures. Responsible for handling sensitive client files. Produced weekly schedules. Set up weekly meeting. Made deposits daily.

Record all payment received for each account. Post cash within 24 hr of receipt. Kept inventory of items purchased.

Supervisor

Shoe Show - Canton, MS

January 2001 to September 2005

Supervised of over 20 employees. Responsible for maintaining weekly sales goals. In charge of makingall deposits. Trained and educated new hire on processes. Received and distributed shipment. Opened and closed the store. Took inventory every 6 months for the store

Education

Bachelor Degree in Professional Interdisciplinary Studies in Business

Jackson State University - Jackson, MS

July 2009 to December 2012

Associate Degree in Business Office Systems in Administration and

Management Skills

Holmes Community College - Ridgeland, MS

2000 to 2004

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