Human Resources Customer Service

Vernon V. Shaw

Client Service & Support Professional

**** ********* ***** **, ********, US 30152 • 860-***-**** • ******.****@***.***

Professional summary

People/customer centric Client Service and Support Professional with extensive expertise in delivering high-quality support services in financial, administrative, training/technical and call center settings. Leveraging project management and data analysis skills, a continuous process improvement mindset, along with tools like MS Access and Excel to enhance operational efficiency. Committed to fostering collaborative relationships, while maintaining a keen attention to detail in a customer service and support environment.

Professional history

Client Service Associate/Participant Relationship Manager - Hybrid

Morgan Stanley/E*TRADE From Morgan Stanley, Alpharetta, GA

Resolved stock plan participants’ phone calls/chat inquiries efficiently, gaining client trust and retention.

Guided clients and empowering them to access resources successfully on digital platforms, fostering confidence in our services.

Nurtured positive engaging client relationships, enhancing client products, services and processes understanding.

Maintained accurate records of client interactions, ensuring compliance with company standards while supporting operational excellence.

Coordinated with cross-functional teams improving response times and client experience.

Client Support Service Professional - Contractor

Computing Concepts Inc., Alpharetta, GA

Provided exceptional phone support to Morgan Stanley clients, fostering trust and loyalty.

Enhanced client satisfaction through effective accounts, cash management and digital support.

Met performance metrics with strong analytical and problem-solving skills.

Maintained detailed client records, ensuring compliance and operational efficiency.

Benefits Advisor

Liberty National Life Insurance Company, Kennesaw, GA

Advised employers on tax-efficient benefits for ensuring compliance and measurable tax savings.

Researched and qualified businesses for employee-subsidized benefits for gaining significant cost savings.

Implemented strict compliance measures, maintaining regulatory standards and operational integrity.

Assistant Administrator

Care Connect Home Care Service, Lawrenceville, GA

Managed operations, ensuring compliance and satisfaction, enhancing stakeholder engagement.

Strengthened caregiver-patient bonds, boosting recovery rates and patient well-being.

Led teams to meet family needs and adhere to regulatory standards, ensuring quality care.

Associate Customer Support - Remote

DXC Technology (formerly Computer Sciences Corporation), East Hartford, CT

Resolved financial product inquiries, enhancing customer satisfaction and service efficiency.

Addressed and documented customer complaints, ensuring swift resolution and improved customer relations.

Maintained accurate documentation of resolutions, supporting compliance and improving response times for future interactions.

Compiled, analyzed and distributed transaction error reports, collaborating with analysts to take corrective actions, significantly reducing recurring issues and enhancing overall team productivity.

Conducted audits approved by management, maintaining accuracy and operational efficiency.

1-800 Telephone Taxpayer Service Support – (Seasonal)

CT Department of Revenue Services (DRS), Hartford, CT

Deftly operated ‘Integrated Tax Administration System’ to provide complete individual/business taxpayers’ phone support.

Achieved customer fulfillment expediting all research, reviews, document filings/confirmations, refunds, payments, balances, and correspondence enquiries.

Diligently adhered to all security regulations, DRS expert call escalation protocols, and strict privacy/confidentiality rules in compliance with statutory requirements to maintain a secure customer service environment.

1-800 Customer Service/Support Representative/Operations Consultant - Hybrid

VOYA Financial (formerly ING Life and Annuity Company), Windsor, CT

Provided empathetic phone support to clients calls, ensuring a positive experience and reinforcing brand loyalty

Facilitated asset transfers and plan installations, ensuring smooth retirement operations and regulatory compliance.

Developed and utilized an issue-tracking database, resulting in measurable improvements in customer service response times and issue resolution accuracy.

Resolved application issues, improving operational efficiency and teamwork.

Education

Associate of Applied Science, Business Management, May 2022

Chattahoochee Technical College, Marietta, GA Honors, 3.9 GPA

Bachelor of Fine Arts Digital Design, Sep 2006

American InterContinental University, Hoffman Estates, IL Summa cum Laude, 3.9 GPA

Courses

The MAGIC Customer Relations Program

Professional Certification

Life Catalyst Coaching Program

Vocational Certification

Organizational Leadership Specialist

Academic Certification

Supervisor/Manager Specialist

Academic Certification

Skills

Self-Management • Compliance oriented • Ethical • Balanced • Empathetic• Equitable

People • Service oriented • Approachable • Adaptable • Collaborative • Active listening • Written/Verbal Communications

Support • Fulfillment oriented • Informational • Documentational • Technical • Process-oriented • Results-driven

Technological • Productivity oriented • Web/Enterprise • Documentation/Presentation • Spreadsheet • Database • Connectivity

Languages

English (Native) • Spanish (Novice)

Additional information

Other interests

Teaching • HR Training and Development • Mentoring/Coaching/Counselling

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