Customer Service Specialist - Remote, Data & Records Focused

Maria Y. Shelley

Carlisle, PA • 717-***-**** • **************@*******.***

Open to Fully Remote Roles

PROFESSIONAL SUMMARY

Customer-focused professional with 20+ years of experience supporting clients, managing sensitive information, and delivering high-quality service in fast-paced, regulated environments. Known for clear communication, problem resolution, and maintaining confidentiality while handling high volumes of customer interactions and documentation. Highly organized, detail-oriented, and comfortable working independently in remote settings. Committed to creating positive customer experiences and building long-term trust.

CORE SKILLS & EXPERTISE

Customer Service & Client Support (Phone, Email, Written Communication)

Remote Work Readiness & Independent Time Management

Issue Resolution & De-Escalation

Confidential Records & Data Management

Documentation Accuracy & Compliance

Case Management & Follow-Up

Scheduling & Coordination

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

CRM & Database Navigation (quick learner of new systems)

Team Collaboration & Cross-Functional Support

PROFESSIONAL EXPERIENCE

Gaudenzia, Inc. – Harrisburg, PA

Substance Abuse & Mental Health Clinician II Dec 2018 – Aug 2021

Delivered consistent, high-quality client support by assessing needs, answering questions, and guiding individuals through services with empathy and professionalism.

Maintained correct, confidential electronic records, ensuring compliance with organizational and regulatory standards.

Managed multiple client cases simultaneously, prioritizing tasks in a fast-paced environment without sacrificing service quality.

Communicated clearly with clients, families, and internal teams to resolve issues and ensure prompt follow-up.

Prepared correspondence, reports, and documentation with a strong focus on accuracy, clarity, and deadlines.

Pennsylvania Department of Public Welfare Harrisburg, PA

Social Worker (2002 – 2006)

•Managed client records ensuring confidentiality and compliance with standards.

•Collaborated with teams and community partners to support service initiatives.

•Produced detailed reports and correspondence for case documentation.

•Provided individual and group support services with professionalism and empathy.

EDUCATION

Pennsylvania State University – Harrisburg, PA

Bachelor of Science, Criminal Justice

Graduated with Honors GPA: 3.89

Harrisburg Area Community College – Harrisburg, PA

Associate of Science, Criminal Justice

Graduated with Honors GPA: 3.78

COMMUNITY LEADERSHIP

Board Member, Dauphin County YWCA Domestic Violence Program

Board Member, York Association Management Association