Entry Specialist Service Representative
Resume:
ShaDawn McGhee
Birmingham, AL *****
***************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Emergency Dispatch Operator
ADT Security Services - Irving, TX
November 2020 to Present
• Answer incoming emergency telephone communication lines and acquire pertinent information for dispatching emergency response groups. Dispatch appropriate police, fire, rescue and emergency medical response agencies.
• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.
• Paying attention to detail while documenting alarm handling procedures within the alarm screens.
• Completing alarm processing in accordance with departmental procedures.
• Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs.
• Receiving inbound calls related to alarm call back inquires.
• Monitoring & responding to alarm signals sent by life-safety system and services and updating customer accounts
• Providing technical support and troubleshooting devices across ADT systems.
• Helping customers understand the ADT noble purpose and providing customer lifestyle solutions. Data Entry Specialist
Right At Home - Birmingham, AL
August 2018 to December 2020
Ensure that all referrals are received in an accurate, detailed manner and are properly handled. Assist Director of Operations with inside sales & processes, accurate data entry and maximize our efficiency of the software (ClearCare). Assist Director of Operations in any other projects that benefit.
• This position must have an understanding of and uphold the policies and procedures established by BRG Services, LLC (d.b.a. an independently owned and operated Right at Home In-Home Care and Assistance franchise)
• This position must demonstrate excellent oral and written communication skills and the ability to listen effectively
• This position must have the ability to work independently, maintain confidentiality of information and meet deadlines
• Ability to demonstrate effective interpersonal skills essential as well as sound judgment and good. decision-making skills
• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures
• Ability to organize and prioritize daily, monthly and yearly work
• Ability to establish good working relationships with colleagues, the franchise owner, clients and the community
• Ability to sit at a desk and listen effectively for long periods of time on the telephone
• Ability to present a professional appearance and demeanor.
• Ability to operate office equipment
• Must be patient and congenial on the telephone
• Must have computer skills and be proficient in Word and Excel
• Ability to work evenings or weekends as required
• Knowledge of the senior-care industry
• Ability to perform duties in a professional office setting
• Excellent written and verbal communication skills
• Ability and desire to work in a fast-paced challenging environment Customer Service Representative
Region's Bank - Birmingham, AL
October 2015 to July 2018
• Accurately opens and closes accounts in accordance to operating controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer assets
• Demonstrates knowledge and understanding of the new accounts system database to manage and maintain customer account information
• Assists customers with telephone inquiries to provide solutions to their banking needs
• Assists customers with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally
• Performs teller responsibilities in accordance with the Teller job description
• Assists with efforts to identify and implement a positive overall customer experience
• Contributes towards fostering teamwork within the department
• Performs other duties as assigned by management
Live Chat Agent
Springwood Health & Support - Birmingham, AL
December 2013 to September 2017
• Respond to customer inquiries via live chat in a timely and professional manner
• Provide technical support and troubleshooting assistance to customers
• Schedule appointments for Sales and Support teams, if necessary
• Resolve customer issues and complaints to ensure satisfaction
• Update customer information in our database
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Continuously expand knowledge of computer networking and related products and services to better serve customers
Education
High school diploma in Career and Technical Education Carver High School - Birmingham, AL
August 2009 to May 2013
Skills
• Shift Management
• Microsoft Office
• Teamwork
• Organization
• Leadership
• Customer Service
• Active listener
• Problem solving.
• Hospital Experience
• Caregiving
• Food Preparation
• Home Care
• Troubleshooting
• Infection Control Training
• Supervising Experience
• Attention to detail
• Problem-solving
• POS System operation
• Multitasking
• Verbal communication
• Product upselling
• Estimating
• Improve performance
• Team building
• leadership.
• Network Support
• Help Desk
• Technical Support
• Microsoft Windows
• Remote Access Software
Certifications and Licenses
CPR/First Aid October 2019 to October 2023
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