Administrative Support Professional with 20+ Years Experience

SHELLY RANKINE

Lawrenceville, Georgia 470-***-**** *************@*****.*** https://www.linkedin.com/in/shelly-rankine Constantly focused on learning and development within the Customer Service Field. Managerial Skills, 20+ years of Customer Service Relations and Problem Solving.

RELEVANT SKILLS

Microsoft Office Word and Excel • SAP • NEOGOV • Quark • Quickbooks • Peoplesoft • MS Access Technical Support & Troubleshooting • Ticketing System • Training • Management • Efficiency Operating Systems Installation • Software Installation & Configuration • Analytical Reasoning • Leadership Skills EDUCATION

Merit America/San Francisco, California 8/2022

Google IT Support Professional Certificate

● Skills development includes: Installing, Updating and Removing Software, Customer Support, Operating Systems, Networking, System Administration and Security - all the fundamentals of IT support that are critical for success in the workplace: Comparable to the latest CompTIA A+ Certification. Additional Skill Development

● Completed hands-on coursework covering Microsoft 365, Excel, Windows 10, Linux, ServiceNow and Spiceworks ticketing system, fundamental cloud concepts, and PC maintenance and performance American InterContinental University/Atlanta, Georgia 6/2014 Bachelor of Business Administration

● Associated Coursework: Skills development includes: Resource and People Management; Medical Coding and Billing; Insurance Processing

PROFESSIONAL EXPERIENCE

Preferred Professionals/Gwinnett County Human Resources, Lawrenceville, Ga 3/2024-Current (Temp) Administrative Support Associate II

● Answer phone calls

● Coordinate Managers meeting for the conference room

● Process multiple projects for management and meeting deadlines

● Assist customers with filling out applications on the website

● Stream calls on a Multi-line phone from customers and answer any questions they have such as Benefits, Retirement, Elections, Termination and application status

● Organize New Hire packets for all Gwinnett County new associates

● Delegate seating for the depart in HR

● Respond to faxed and calls regarding Verification of Employment

● Pickup/Drop off mail for department

● Issue awards for Gwinnett County Honors

Preferred Professionals / Gwinnett County Tax Commissioner's Office, Lawrenceville, GA 6/2023-3/2024 (Temp) Accounting Specialist

● Answer all calls from Taxpayers regarding refunds and question

● Run morning reports through through the Aumentum Application

● Generate Money Sheets after verifying and calculating tax fund from the Revenue Log, Daily Balance reports and Cashier Recon disbursements

● Balance all the funds from every branch in Gwinnett County for Division of Motor Vehicle

● Reconcile Block A, B and C by entering all the data from the Taxpayers monies

● Verifying all fund for accuracy

● Generate multiple PDF and Excel Spreadsheets for records of funds Insight Global, Atlanta, GA 9/2022-6/2023

IT Support

● Received transferred calls from the customer care team regarding assistance with transfer pin for porting out issues

● Attending daily meetings with management about policy, procedure and weekly changes

● Escalating calls to the Tier 2 team for a more indepth portability issue

● Data entry, inputting call conversations and responses from the AR, OSP and customer

● Contacting other Service Providers such as T Mobile, Boost, Metro, ATT, Spectrum and explaining the Prod error codes and instructing how to fix the issues

● Receive calls from Authorized Retailer regarding fixing porting issues

● Explaining to customers on what to do when trying to receive and make local calls Amazon, Jefferson, GA 9/2021-9/2022

Ambassador/ Trainer

● Manage 100+ employees daily using patience and clarity to provide ongoing training and oversee their work to ensure all staff were performing up to company standards

● Created policy guidelines and safety protocols that incorporated ways to improve efficiency while reducing errors and injuries, designed training processes to help employees adopt new policies

● Investigate damaged packages, using attention to detail and adaptability to evaluate customers’ concerns providing exchanges and refunds as necessary to ensure the customer is satisfied.

● Increased output by swiftly scanning multiple packages at high speed, exceeding daily goals by 60% above the average scanner

State Farm Insurance, Atlanta, GA 4/2014 -12/2021

Claim Adjuster

● Reviewing and applying creative problem solving to identify appropriate solutions

● Accepting over 200 calls on a daily basis from the Policy holder to discuss and resolve claim issues

● Collaborate effectively with my Management team to advise of the complexity and appropriately documenting damages

● Inspecting properties due to fire losses by measuring, taking photos, notating and discussing damages with the policyholder for funding issuance

● Notating the damages and uploaded the photos in the CRM application system

● Negotiate property and casualty accounts to minimize risk

● Ensure quality and profitability through application of the appropriate level of analysis based on complexity

● Negotiate the risk complexity with the policy holder and make a decision to decline, accept or modify the payment

● Communication and maintain relationships with vendors, policy holders, medical providers and Attorney’s in order to complete the claim process accurately

● Performed prepping, scanning and processing of Titles for each vehicle so that the accident claims process can run smoothly

Walmart, Alpharetta, GA 5/2011-4/2014

Customer Service Supervisor

● Directed 30-50 Associates, meeting daily to discuss the agenda and goal for that particular day using clear communication and enthusiasm to boost morale and encourage team building

● Resolved any customer issues using creative problem solving when they are not 100% satisfied with the product, sympathizing and creating solutions to put them at easeUP

● Resolved technical issues within the software system, ensuring that it runs correctly and users wouldn’t be distracted or lose focus on their workload

Referrals upon request

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