Office Operations Manager

Shiane Wilcoxen

**************@*****.***

832-***-**** Houston, TX

WORK EXPERIENCE

Epiq–Foley & Lardner, LLC Houston, TX

Lead Hospitality Specialist

July 2024-present

Providing “White Glove” customer service and responsible for taking care of all client meetings and events and hospitality tasks at a Foley & Lardner Law Firm.

Assisting in leading the workflow of the service specialists.

Communicate with client staff and Epiq team members regarding commitments, deadlines, and challenges.

Assign production tasks to team members.

Ensure all projects have been properly completed and quality checked.

Assist management with training new hires on all processes.

Set-up meeting rooms as specified.

Perform walk through of floor(s) to inspect and ensure that all conference rooms and kitchens are clean and stocked with supplies.

Maintain pantry and kitchen as needed.

Inventory and ordering of supplies.

Ordering of food and beverage for attorney meetings.

Provide support for miscellaneous requests and flex service.

Utilize various software and event planning programs to meet tasks.

Aramark-Houston Astros Houston, TX

VIP Suites Catering Sales Coordinator

Feb 2024-Aug 2024

• Catering: Food and Beverage coordination for 60 VIP suites at Minute Maid Park

• Assist management with daily catering reports, invoicing, ordering, calendaring, accounts receivable, data entry, record review and maintenance.

• Greet customers and clients. Answer inquiries from VIP clients and accounts.

• Assist clients with food and beverage ordering and pricing

• Scheduling of special event linens, floral and other event enhancements

• Maintain office memos and informative postings.

Equifax Houston, TX

Work Opportunity Tax Credit Client Services Specialist

Jun 2022 - Jul 2023

• Orchestrated complete implementation processes, incorporating compliance report development and client portal

demonstrations.

• Supervised meticulous collection and uploads of quarterly payroll data, maintaining stringent oversight of payroll

and compliance per client or project.

• Developed and implemented comprehensive solutions for key clients, including generating compliance/screening

reports and demonstrating client portals.

• Monitored quarterly payroll collection and upload rigorously, ensuring detailed compliance for strategic clients on

individual and project scales.

• Optimized client support via a dedicated CRM platform, maintaining clear communication channels, and

streamlining clients' Work Opportunity Tax Credit (WOTC) programs.

• Administered comprehensive implementation processes for diverse client tiers, which included developing

compliance reports and providing portal guidance.

Equifax St. Louis, MO

Unemployment Claims Hearings Specialist

Jan 2022 - Jun 2022

• Screened unemployment hearing exceptions.

• Worked with clients to obtain information needed facilitate hearing process, as well as discuss hearing and prepare

witnesses.

• Reviewed hearing notices and hearing packets to determine if the necessary documentation was present.

• Advised on additional documentation needed and ensured documentation was provided in accordance to state

regulations.

• Acted as primary client contact for the notification and preparation for unemployment hearings.

• Was the primary contact between the customer, state unemployment agencies, and Hearing Representatives; and was responsible for receiving and analyzing information and preparing clients for unemployment hearings.

Equifax St. Louis, MO

Unemployment Claims Consultant

Jan 2021 - Jan 2022

• Received and prioritized claims, questionnaires, determinations and other unemployment related data.

• Analyzed individual case information by reviewing data accessed through the PC, from the investigative telephone calls or document images, to determine if the facts warrant a response.

• Used the details regarding an employee’s separation provided by the client, interpret and apply state laws and regulations in response to unemployment documents.

• Responded to a customer or state agency with all pertinent details within the time frame allowed by the state or departmental procedures.

• Initiated timely telephone calls, faxes or emails to the customer to obtain, document or pass along needed

information.

• Verified and analyzed client information stored on the PC prior to calling the client to ensure that each call was focused and completed, and customer satisfaction was achieved.

• Documented details of client calls while on the phone, inputting this directly into the PC via keyboard for future review.

• Ensured that work was accurate and complete, and processed in a timely manner with proper spelling and grammar.

• Investigated and resolved any client concerns with supervisor, other departments and/or Account Managers in a timely manner.

State of Illinois Chicago, IL

Unemployment Claims Specialist

Jan 2020 - Dec 2020

• Managed and processed unemployment claims for the State of Illinois, providing comprehensive assistance to claimants.

• Conducted meticulous claim reviews and ensured accurate and timely claim resolution while strictly adhering to state regulations and confidentiality guidelines.

• Determined claimant benefit eligibility to apply overpayment credits and approve refunds, responding timely to address inquiries related to overpayment credits and refunds, and resolving problems related to processing of overpayment recoveries

• Analyzed and completed all assigned claimant recoupment transfers

• Provided guidance and assistance on specific and general recoupment information and procedures

• Kept abreast of new developments related to Benefit Payment Control (BPC)

Aramark for KPMG Chicago, IL

Guest Services/Conference Services Lead

May 2019 - Jul 2019

• Managed and facilitated all aspects of guest services at Aramark conferences, including registration,

accommodation coordination, event scheduling, and problem resolution, ensuring a seamless and positive experience for all attendees.

• Facilitated and oversaw all aspects of KPMG internal and client events; including catering, audio-visual, room set ups and material needs for a 30,000 square foot conference center and additional 72 static meeting spaces

• Updated and maintained all departmental SOP documents, training materials, and brochures

• Evaluated, sourced and negotiated vendor contracts for catering and audio-visual needs

• Produced BEO’s and maintained accurate records and financial data for all meetings and events

EDUCATION

Southern Illinois University Carbondale

Bachelor of Science, Hospitality, Tourism, Event Management

Carbondale, IL

Dec 2026-expected graduation

Ashworth College

Career Diploma, Gourmet Cooking and Catering

Atlanta, GA

Dec 2021

Ashworth College

Career Diploma, Wedding Planning

Atlanta, GA

Feb 2017

Ashworth College

Career Diploma, Event Planning

Atlanta, GA

Oct 2016

Robert Morris College

Associates of Science, Culinary Arts

Aurora, IL

Jul 2006

CERTIFICATIONS

Food Sanitation Manager, ServSafe 2005

Server and Seller certification, Texas Alcoholic Beverage Commission 2023

Texas Food handler, ServSafe 2023

PROFESSIONAL ORGANIZATIONS

Meeting Professionals International

National Coalition of Black Meeting Professionals

National Restaurant Association

Houston LGBT+ Political Caucus

Point Foundation 2024 BIPOC Scholar

ForbesBLK

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