Executive Customer Relations Professional

Shelley K. Shields

Cell 717-***-****

SUMMARY OF QUALIFICATIONS

Strong communication and customer service skills with excellent teamwork and motivational capabilities. History of successful project implementation and completion, results-oriented, often exceeding corporate requirements and objectives. Experienced with developing and maintaining customer relations, research, investigation, and problem resolution.

Strengths include attention to detail, adaptability, problem solving, strong team player as well as ability to work independently with little direction or immediate supervision. Computer and internet literate.

PROFESSIONAL ACCOMPLISHMENTS

Currently manage requests for existing and new Verizon Communications Inc. customers or their agents for Commonwealth of Pennsylvania and Delaware State Government telecommunications accounts. Investigate, resolve disputes and complaints, and satisfy customer inquiries regarding service, billing, rates, policies, etc.

While a Customer Relations Manager for First Union National Bank now Wells Fargo, was responsible for the Financial Centers daily operations, customer experience, and, conducted weekly staff meetings.

Supervised and maintained a staff of five tellers while a Head Teller for CoreStates Bank. Managed daily settlement of tellers, and branch, payroll, personnel. Assisted the Branch Manager in conducting weekly staff meetings. Composed and reviewed departmental policies and procedures.

WORK HISTORY

● Consultant, Large Business, Verizon Communications Inc,, Harrisburg, PA; 2000 - Present

● Customer Relations Manager, First Union National Bank, Harrisburg PA; 1997 - 2000

● Head Teller, CoreStates/First Union Nat’l Bank, Harrisburg PA; 1995 - 1997

● Customer Service Representative – Corestates Bank, Harrisburg, PA; 1987 – 1995

● Teller, Hamilton/CoreStates Bank, Harrisburg, PA: 1986 – 1987

EDUCATION

● Continuing Education, Harrisburg Area Community College, Harrisburg, PA. years

● Continuing Education, American Institute of Banking, Harrisburg PA; years

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