Customer Service Administrative Assistant

Shanell Belles

E-Mail: *******.****@*****.***

Cell: 404-***-****

Professional Experience

Georgia Rayne & Sawdust 2019 – Present

Owner

Manage day to day operations of busy online shop

Promote products on multiple channels daily to generate sales

Handle all budgeting and accounting for the business

Create and design all products for the business

Baldwin Risk Partners May 2022 – January 2023

Associate Compliance Specialist

Ensure organizations comply with industry requirements, regulations and laws

Serve on business projects as needed with new product development

Assist in the implementation and enforcement of compliance strategy and programs

Assist business and product managers in review, preparation and submission filings of rates, rules and regulations

Franklin Templeton Investments February 2011 – February 2022

Customer Service Resolution Team Specialist – April 2016 – February 2022

Resolved escalated/complex scenarios and phone calls.

Monitored and made determinations on potential security incidents and fraud cases.

Assisted quality analyst as a Representative on Loan during new hire presentations, call reviews, quality meetings and coaching associates.

Taught Behavioral Coaching Workshop.

Ran Ad Hoc reports requested by division, and analyzed data derived from those reports.

Provided coaching emails to associates and supervisors.

Attended new hire classes representing the Customer Service Resolution Team.

Assisted in the development of the WBT As Of and Holdover Prevention.

Created monthly quality questions for team leads, replacing the P&P back to basic questions.

Monitored trends for not satisfied calls and developed techniques to prevent future occurrences.

Transfer Agent Specialist - September 2012 – April 2016

Built and maintained relationships with the Premier Services customers.

Created training documents and facilitated Retirement’s training for Premier Services back up.

Participated in Customer Service Roundtable meeting run by the SVP of the TA.

Member of the Specialist Preparation Development Program, responsible for mentoring Associates interested in career development and advancement.

Representative on Loan for Customer Service Resolution Team and Interim Team Lead for Retirements team.

Coached and mentored team of Senior Associates, duties included conducting call reviews and providing coaching.

Member of the As-Of Purchase Green Belt project.

Chosen by management to be a part of the Purchase As-Of Pace Charting project.

General Services/Retirements Senior Associate – February 2011 – August 2012

Mentored and coached new Senior Associates.

Promoted to Team Lead within 18 months of being hired. Assisted and reviewed all team members’ complex cases before processing to decrease errors.

Met and exceeded team goals of quality, accuracy, and productivity.

Shear Excellence Hair Academy, Inc. 2009 – 2011

Administrative Assistant – 2009 – 2011

Duties included keeping track of student records and hours, monitor progress, run, and monitor monthly reports.

Work with student financial aid and assist students from defaulting on their loa.

Schedule all appoints for school director, answer phones and make sure message are given to the director in a timely manner, conduct emails.

Silvalining Marketing Concepts Inc. 2007 – 2009

Training Manager/ Area Marketing Director – 2007 – 2009

Reconciled sales and cash inventory for entire company, trained and developed new hires.

Lead a diverse team of 15 people.

Developed scheduling and staffing plans for various marketing events.

Direct marketing leader. Duties included engaging event contacts, event booking and relaying information in a timely manner to senior leadership.

Maintained or exceeded the required number of event bookings on a consistent basis.

Education

Clayton State University 2005 – 2007

oAssociates Degree

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