SHANNON OSBORN

602-***-**** l adt5dp@r.postjobfree.com

Certifications, training and professional references on request

WORK EXPERIENCE

Endurance to Constant Contact – Account Review Specialist-Remote from Home

5 years and 5 months with the Endurance - Constant Contact groups 5/2017

Endurance sold and split out Constant Contact to it’s own business in 2021 so I moved over to Constant Contact T1 Support on 5-3-2021 and then on11-30-2021 I moved to the Constant Contact Compliance Account Review Team through 9-30-2022

Web Advisor Builder team

Focus on customer success and experience through vast technical knowledge, empathy and advocacy skills including resolving billing issues, account complaints, troubleshooting technical issues and resolving concerns. while maintaining call control.

Participated in a number of initiatives to better support the company, i.e. Special Projects in Compliance and Fraud, team volunteering for several charities.

2019 Peer Award and Customer Service Awards

Internship KB Support Content Specialist

KB/Confluence content creation/publishing processes working on revisions, research, image documentation, and drafting up articles by creating engaging and professional material through an eye for detail with meticulous attention to grammar and spelling for both KB and Confluence.

Home Depo Scottsdale, AZ 4/2017

Vault Bookkeeper - Part Time- 1 month temporary

Handle all monies for the cash registers and keep meticulous books on all daily transactions

Cognosante Phoenix, AZ 9/2013 – 1/2017

CMS Enrollment Resolution and Reconciliation Support Analyst

Started the CMS Enrollment Resolution and Reconciliation for 834 and 820 from scratch by working with a small team to create SOP’s, training documentation and crash course learning of EDI Worked with CMS, Issuers and EDI Analysts on resolutions for 834 and 820 disputes Used Edifecs Transaction Manager, Remedy, SugarCRM for CERRS NG for CMS Tracking UltraEdit Created a presentation for a large company on the Affordable Care Act Software and website testing for the Affordable Care Act Assisted with 1095A cases for large, important companies Team researcher for CMSzOne Issuer Community and RegTap

ASAP Managed Services for AT&T U-Verse Mesa, AZ 8/2010 – 9/2013

Work Force Management Intraday Attendance Data Analyst, and

Scheduler and Agent Roster ID Coordinator

Used NICE IEX TotalView Scheduler for multiple AT&T Call Center Campuses to coordinate team meetings, one-on-one meetings, trainings, and town halls for up to 1500 agents

Data Analyst for Compliance and Adherence department to report attendance for approximately 250-300 employees

Blue Note Cellars, LLC Scottsdale, AZ 6/2006 – 5/2010

Back Office Operations Manager

Managed and maintained technical support for ALOHA Point of Sale platform, servers installed with Windows 2000 and XP, OneSolution, Orderman wireless handheld devices, and wireless network

Managed and implemented an Excel and QuickBooks based accounting and inventory control system. Chargebacks and all banking Saved $5000.00 in chargebacks that AMEX messed up and refunded back to the business.

Ran weekly, monthly and quarterly QuickBooks reconciliations

Worked closely with marketing and graphic design team to program, manage and maintain the company’s website and email marketing efforts

Used SixSigma knowledge to implement budget control

Arizona Association of Community Health Centers Phoenix, AZ 6/2006 – 5/2010

Emergency Interim Manager Information Systems/IT Consultant and Support Provided support for Primary Domain Controller’s and Backup Domain Controller’s with Active Directory, Windows 2003 server, Exchange Server 2003, Internet Information Services, File Transport Protocol, and Symantec Anti-Virus Provided security support on server, desktop support, and the Cisco network and private internet exchange firewall

Dell/Unisys Manpower at Honeywell Phoenix, AZ 08/2005 – 11/2005

Desktop Support Specialist

IBM at Honeywell Phoenix, AZ 04/2004 – 04/2005

IBM Desktop Support Representative

Honeywell, Phoenix, AZ 12/1996 – 10/2002

Multiple Positions

Performed Windows, Lotus and Exchange Server administration for large environment

Orchestrated McAfee Antivirus ePolicy

Performed enterprise administration

Used IDS, Novell, and Lotus Notes

Performed technical support, web development, second level support, network support, EDS support for software and hardware, desktop support, remote support, and global support for multiple products, and LAN/WAN support

Provided support for 150 in-house tech applications

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