Admin

Shanna M. Keys

Concord, NC I 828-***-**** I ******.****.****@*****.*** I www.ShannaKeys.info

PROFESSIONAL SUMMARY

An accomplished administrative processional with more than 15 years of client-centric experience, adapt at managing numerous projects and people with a focused emphasis on streamlining workflow for optimal employee productivity and a commitment to strengthening interdepartmental and business collaborations while promoting high standards and aligning business objectives with comprehensive skills and knowledge to achieve lower operational costs and boost revenue. PROFESSIONAL EXPERIENCE

CUSTOMER CARE ADVOCATE at Ttec for UnitedHealth Care (Remote) March 2021 – Current Respond to and resolve member concerns relating to benefits, eligibility, claims, correspondences, and additional access to care barriers by effectively communicating with providers, pharmacies, and care teams to advise of and coordinate health insurance coverage according to the benefit schedule along with identifying community resources that address coverage gaps ensuring the continuity of care.

TEMPORARY POSITIONS August 2018 – September 2020

TUTOR at James Madison High School (Remote)

Home-schooled students through the management and analysis of academic lessons and evaluations to improve the quality of education and oversee the successful completion of high school and continued path to university enrollment.

• Boosted student GPAs through rigorous study and test preparation. REMITTANCE PROCESSOR at Duke Energy through Corestaff (Charlotte, NC) Research, record, and bank financial transactions to keep customer accounts balanced.

• Maximized workflow prioritization to consistently key time sensitive transactions above the 7500 ksph company production quota while maintaining an error rate below 0.01% and demonstrating the ability to remain accurate and focused on detail throughout highly repetitive tasks.

TALENT ACQUISITION and BUSINESS DEVELOPMENT at Customer Driven Staffing (Statesville, NC) May 2017 – July 2018 Talent Acquisition: Collaborated closely with client company HR Departments generating organizational needs analyses and vacancy intakes to identify priority labor demands, forecast future workforce needs and create staffing solutions to meet business objectives through full cycle recruiting and management of leading industry talent. Business Development: Increased the customer and sector base by identifying new market and prospect opportunities and establishing business relationships for contractual negotiations.

• Created and implemented SOP to define, develop, and streamline interoffice practices in compliance with state and federal laws that became corporate policy and reduced the branch’s staff requirement by 40%.

• Expanded company client base more than 50% without incurring additional marketing costs by recognizing pivot opportunities to ask information gathering questions and schedule pitch meetings with company decision makers to illustrate the benefits of temp-to-hire and direct hire labor, establish contract terms, and close contracts on new business partnerships.

• Reduced advertising costs by combining target rich recruiting concepts with low-overhead marketing techniques to establish and maintain candidate pipelines, running weekly KPI reports to evaluate various method successes and reconfiguring sourcing strategies as needed.

• Increased the overall branch profitability by renegotiating increases in the mark-up rates of existing customer contracts aligning direct service costs, return on sales, and operational liability with acceptable gross profit margins. Shanna M. Keys 2nd Page

Concord, NC I 828-***-**** I ******.****.****@*****.*** I www.ShannaKeys.info PROFESSIONAL EXPERIENCE CONTINUED

RESTAURANT MANAGER at Wendy’s (Statesville, NC) December 2015 – May 2017 Coordinated, supervised, and coached a team of 10-15 employees in the successful management of front and back-end franchise restaurant operations to meet all service goals delivering customer satisfaction and ensuring compliance with licensing, hygiene, and health and safety legislation.

INSURANCE INDUSTRY EXPERIENCE January 2004 – December 2015 INSURANCE & FINANCIAL PRODUCTS REPRESENTATIVE at State Farm Mutual Insurance/Bank Insurance Representative Sales & Service: Addressed the current service needs of the existing book of business and evaluated risks in order to determine insurability of new business prospects alongside conducting comprehensive needs analyses to assess the potential for and extent of financial and economic losses of insurable risks in personal and commercial lines of insurance as well as identifying their exposure to liability in order to customize a package of products tailored to protect prospective policyholder wealth and assets and effectively communicating current insurance gaps and exposures to highlight the need for coverage provided by proposed policies while adhering to laws, legal codes, and government regulations. Financial Products: Analyzed financial information of customers interested in loan products to predict approval probability and submit loan applications for customers with qualifying credit tracking applications, submitting necessary documentation for review, and meeting with customers to collect necessary signatures and reviewing loan closing documents and disclosures on approved loans.

OFFICE MANAGER at AAA Insurance

Recruited and managed a staff of 3 maintaining back end administrative support with a primary focus on growing agency business.

• Grew scratch book of business to more than 2300 households by implementing weekly staff meetings to address lead generation verses conversion to sales ratios, coaching team members on the best sales practices to navigate beyond the stage where closing efforts dropped off at their highest percentages, and networking with local dealerships, real estate and rental agencies, finance companies, law offices, and local business to create a continuous flow of referral business while maintaining 26 carrier appointments to reduce underwriting barriers. TRANSFERRABLE SKILLS

10-Key Average 10,000 ksph – Account Reconciliation – Accounts Payable – Accounts Receivable – AFA – Banking, Lending, Finance – Benefits Consultation – Career Development – Change Management – Claims Settlement – COBRA Administration – Collections – Conflict Resolution – CRM & ATS Database Management – Data Entry – Drip Campaigns – Email Blasts – Employee Handbook Development – EAP – EEO – Enterprise Risk Management – Exit Interviews – FMLA – Forecasting – GAAP – HIPAA – HR Administration – HRMS, HRIS, HRC Database Management Systems – I-9 Compliance – Immigration – Insurance – Inventory & Cost Control – Invoicing & Invoice Matching – Job Description Development – Journal Entries – Onboarding – Organizational Development

– Payroll Administration – Performance Management – Profit and Loss Statements – Receiving – Safety Training & Compliance Management – Salary Benchmarking – Sales & Marketing – SAP, ERP, IFS Systems – Scheduling – SOX & SEC – Typing average 70 wpm – Underwriting – Workers Compensation – X-Ray Search PROGRAMS & SOFTWARE

Adobe – Aloha – Avionte – BancTek – Canopy – Canva – Cisco – Citrix – DOS Based Systems – Excel – Facets – Google Docs – Google Meet – Google Sites – Google Suite – Kronos – Macess – MS Access – MS Teams – MS SQL Servers: Linux, Windows, Azure – MS Word – NetSuite – Nice – Oracle – Paycor – Peachtree – PeopleSoft – PowerPoint – PrisimHR – Quicken – Quickbooks – Rx Claims – SalesForce – SAP Systems – Skype – Telephony –ZipSchedules – Zoom EDUCATION

Western Piedmont Community College (Morganton, NC) January 1998 GED

Catawba Valley Community College (Hickory, NC) 2002 – 2004 ASSOCIATE IN BUSINESS ADMINISTRATION

Incomplete

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