Customer Service Executive Assistant
Resume:
Shelley Beckstead
Erda, UT *****
************@*****.***
SKILLS
●Extremely compassionate in customer service providing incredible listening, writing and talking skills, with patience, sympathy/empathy, and relating to each caller in a professional manner despite their demeanor
●Will be dependable and follow schedule as provided
●Stellar problem-solving skills
●Proficient speed of 55 wpm and detailed accuracy with data entry
●Highly flexible, organized, with ability to prioritize and adaptable to new responsibilities
●Detailed-oriented, highly self-motivated to work independently and as a team player
●Selling experience, and meeting quality goals
●I have several years of experience in the financial department role; AR, AP, GL, journal entries, financial statements, bank statements, payroll, and benefits
●Experience in the Medical industry; medical records department, medical terminology, coding and benefits
●Executive Assistant – Worked in Microsoft Suite programs and all duties that go with being a well organized and proficient Assistant
●Proficient in Word, Excel, and PowerPoint, worked with Salesforce, Teams, Skype, Zoom, Cisco, Gen Cloud, Finesse, Jabber, Kronos, Adobe, Quickbooks and have ease learning new company programs
EXPERIENCES
AAA-ACG - Membership Customer Service Executive / September 2024-Current
●Handle incoming calls, verifying membership and helping members with their account by taking renewal payments, updating address, upgrading their plan, adding and deleting associates, sign up new members, patiently helping members log into their accounts online and building a rapport while discussing their needs.
●Programs: POC, Salesforce, Teams, Notes, Gen Cloud telephone system, and Excel
●Excellent follow through when research is required . Proficient speaking and writing skills
●Excellent customer service scores, see attached comments
●Maintained goals and expectations
The Bowen Group - Customer Service Representative / August 2022 - April 2024
●Contractor for the National Veterans Administration
●Used Teams, VPN Connection, Cisco, Finesse and Jabber
●Kept 90% or better in Adherence, Quality and Attendance
●Answer calls from the Veterans or Providers by following script when required and verifying the Veterans identity with their name, DOB, Social Security Number, Phone Number and Email address, following all HIPPA laws
●I listened to their issues and helped them by conferring to KMs as a guide and most of the time connecting them to the best department for their issue or answered their questions regarding their benefits.
●Troubleshoot and walk the caller through online account connectivity with patience and help them verify identity to access their claims, medical records, benefit letters and applications to the many benefits they are entitled to by being sympathetic and understanding
HealthEquity, Inc, Remote - Member Team Services / October 2020 - June 2022
●Answer customer calls verifying them entering data following company policies and HIPPA laws
●Helped customers with their portfolios and investments
●Explained benefits and investment options. Researched their issue and resolved in their first call when applicable. If not resolved in first call - returned call timely
●Trained clients in software program creating accounts and how to navigate through their options.
NexRep LLC, Remote - Customer Service Representative/Part-time / June 2020 - October 2020
●Answered calls remotely selling several different infomercial products.
●Had to enter personal information correctly like their name, mailing and billing addresses, credit card information, email and phone number.
●Had to read script or could use own wording as long as the general meaning of the script wasn’t lost and had to read certain legal parts of the script word for word.
Williams-Sonoma, Remote - Sales Representative / July 2020 - October 2020
●Answered phone calls working remotely, taking orders for the many product lines Williams-Sonoma carries
●Entered correct data needed to place orders
●Excellent customer service along with patience, kindness and listening skills to instill Williams-Sonoma is a great company and will be a returning customer.
Elwood Staffing, South Jordan - Infrastructure Specialist / 2011-2020
●Kept up to date floorplans for over 100 branches to scale using Visio.
●Gathered all information needed to open, close or move branches, ie, internet, ordering number of phones, wiring and installation of everything by the date given. Every project was completed on time.
●Troubleshoot phone issues by training new hires and programming employees' phones to their individual needs and the branch as a whole.
●Issued cell phones and remote devices to all executives and branch managers, keeping track when transferred to new users. Used Excel to list over 200 devices. Trained and helped troubleshoot devices when required.
Intermountain Home Care - Executive Assistant/Medical Records / 1998-2011
●Executive Assistant to Director of Nursing and her 4 department executives
●Arranged all travel arrangements for all quarterly and monthly meetings which included venue, catering of food, travel and hotel arrangements; send invites through Outlook, meeting agendas sent beforehand, typed meeting minutes and distributed to attendees.
●Handled all the Director’s and Department Executives requirements by using my excellent organization, prioritizing and management skills.
●Worked in the Medical Records Department using precise data entry from paper copy to digital form in company software program. Faxed Dr, approval forms to their office and confirmed all returned copies and filed correctly.
●Followed all the laws and regulations as outlined.
●Handled all medical records requests faxed in from Physicians
Education
Salt Lake Community College, West Valley City, Utah - Associates Degree
May 1990
●Associates degree in Business Management
●Certificate in Bookkeeping, Medical Terminology and Coding
Actual Customer Service Comments and Scores
Shelley Ann Beckstead August 05, 2025 at 2:11 PM EST Membership Call Experience OSAT:5
The employee knew her job, took care of me quickly along with being kind and taking care of my situation
Shelley Ann Beckstead. June 22, 2025 at 12:11 PM EST Membership Call Experience OSAT:5
She was fabulous . . . did everything the right way . . . and this is a review from a retired marketing research consultant who specialized in customer satisfaction and service delivery. However, your computer system to renew on-line SUCKS . . . it said i didn't exist! When i spoke to the rep, she congratulated me for being a member for about 45 years.
Shelley Ann Beckstead. June 09, 2025 at 3:35 PM ES Membership Call Experience OSAT:5
Customer Service lady was extremely helpful & patient with me. She took the time to walk me through each step of gettin my online account setup.
Shelley Ann Beckstead. July 16, 2025 at 12:05 AM EST Membership Call Experience OSAT:5
Membership Call Experience OSAT Comment: Shelley was very helpful and knowledgeable. She also showed compassion to me, because of the situation I’m going through. She made everything easy for me and got me through it. I greatly appreciated her
Shelley Ann Beckstead; July 26, 2025 at 12:50 PM EST Membership Call Experience OSAT:5
Shelley Ann did a great job helping me upgrade my plan and resetting my auto pay account. I truly appreciate her patience. After my call with Shelley Ann, I was glad the first call in to customer service ended with my call being immediately dropped from the cue as this led me to calling again and getting Shelley Ann! She's an asset for AAA!
Shelley Ann Beckstead: June 28, 2025 at 5:32 PM EST Membership Call Experience OSAT:5
She was efficient, knowledgeable, easy to speak with and just generally had excellent customer service skills. I am not very skilled w computers, and she made my experience in updating and renewing my account easy.
Shelley Ann Beckstead: June 09, 2025 at 3:35 PM EST Membership Call Experience OSAT:5
Customer Service lady was extremely helpful & patient with me. She took the time to walk me through each step of gettin my online account setup.
Shelley Ann Beckstead: May 11, 2025 at 10:51 AM EST Membership Call Experience OSAT:5
Very pleasant phone conversation and Shelley was most helpful with my concern. Glad to say that I am a AAA Member and will tell others.
Shelley Ann Beckstead: May 05, 2025 at 3:57 PM EST Membership Call Experience OSAT:5
First time I’ve talked to her. She was patient with me and answered all my questions. A very good representative for your company.
Shelley Ann Beckstead: April 27, 2025 at 10:42 AM EST Membership Call Experience OSAT:5
I felt valued- and she was helpful and comfortable to speak with. Happy voice is what I heard as she spoke! Thanks for the opportunity to review and share about my phone call!
Shelley Ann Beckstead: April 20, 2025 at 8:24 AM EST Membership Call Experience OSAT:5
I had a very nice interaction with Shelley. She was very pleasant, professional and friendly. I felt she was interested in my concerns and did everything she could to assist me. I enjoyed talking with her. If you rate on a scale of 1 to 10 Shelley would be rated 10+.
Shelley Ann Beckstead: March 29, 2025 at 1:39 PM EST Membership Call Experience OSAT:5
Shelley was extremely helpful in understanding my particular issue and concern. She was very nice and friendly. Very 'Professional' in explaining how my concerns could be resolved, which she went 'Beyond The Call of Duty' in helping me to do that. Was very happy with her 'Customer Representation'.
Contact this candidate