Customer Service Manager

Shantel Sanders

Lawton, OK ***** 580-***-**** *********@*****.***

Professional Summary

Experienced customer service manager with 15 years of managing teams of customer service professionals in a busy environment. Dependable, organized, creative, thrives in pressure and positive rapport with customers.

Experience

Eligibility Support Worker GCII Serco Lawton, OK April 2022-May 2025

●Processed healthcare applications for consumers for Health Insurance Marketplace

●Verified eligibility by reviewing legal identification documents (i.e Immigration documents, citizen documents, resource and income verification and tribal as well ), sent in from consumers.

●Completed inbound and outbound calls to consumers to discuss unresolved data matching issues to assist in certifying government benefits.

●Data entry

●Daily usage programs, outlets and time and metric systems-Microsoft Outlook, ProgramVision, Income Verification Tool, CMS Helpdesk, Time2Work, Microsoft Teams

Store Manager Trainee Claires Stores Inc Lawton, OK April 2013-April 2025

●Worked with district managers and employees to identify opportunities in the store and to develop solutions and action plans for idea implementation.

●Led employees in the planning, implementation and execution of merchandising and operating initiatives.

●Prepared, managed, and revised weekly schedules, as well as plans and conducted store and staff meetings.

●Conducted interviews, vetted resumes and hired over 20 employees.

●Provided timely feedback to the team on store and overall performance.

●Ensured proper inventory management and reduced shrinkage by 6%.

●Increased profits through effective sales training and troubleshooting profit loss areas.

●Traveled to train new store managers within the district.

●Planned and executed overall store presentation with marketing and maintained stock levels.

●Promoted from Team Leader to Assistant Manager within 3 months.

●Promoted to Store Manager 2 years later.

●Increased sales volume by 11% in less than 2 years.

Education

MEDICAL ASSISTANT ASHWORTH UNIVERSITY

Healthcare Administration University of Phoenix

HIGH SCHOOL J. F. SHIELDS AUGUST 1995- MAY 1999

Skills & Abilities

·Strong written and verbal communication skills

·Computer literacy

·Leadership and problem solving

·Critical thinking with the ability to accept constructive criticism

·Attention to detail with patience

·Time management and scheduling

·Teamwork

·Planning and organizing

·Hardworking and Dedicated

·Team building skills

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