Reliable, Multitasking Operations Professional

Sharon Roscoe

Lynchburg, Virginia 434-***-**** *******@*****.***

PERSONAL SUMMARY

Customer-focused operations professional with strong experience in management, invoicing, public service, food service, and frontline customer support. Proven ability to lead teams, manage billing and invoice workflows, maintain compliance with service standards, and improve operational efficiency while delivering excellent customer experiences.

EXPERIENCE

Feb. 2021 – Dec. 2025

Lynchburg Social Services Lynchburg, VA

CSU

Provide front-line support by handling high-volume inquiries from clients, resolving concerns, and ensuring timely access to social service resources.

Assist individuals and families in navigating benefits programs by explaining eligibility requirements, completing applications, and directing them to appropriate community resources.

Maintain accurate case records and documentation while upholding confidentiality standards and demonstrating empathy in sensitive client interactions.

Sept. 2020 – Jan. 2021

Concentrix Remote

Customer Service Advisor (Healthcare)

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Check to ensure that appropriate changes were made to resolve customers' problems.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Jun. 2018 – Aug. 2020

AAFES San Antonio, Texas

Foreperson

Manage administrative tasks, scheduling, ordering and inventory responsibilities.

Maintain a safe work environment by enforcing all safety standards and assisting with STEP observations.

Manage employee discipline sessions, attendance logs, and maintaining up to date contact information

Apr. 2013 – May 2018

USC Aiken Aiken, South Carolina

Store Clerk

Operate POS system and process cash, card, invoice, and student-account transactions accurately. Reconcile daily cash drawers and prepare end-of-day deposits and receipts.

Manage inventory and merchandising for assigned departments.

Deliver excellent customer service to students, faculty, and visitors. Resolve inquiries and complaints, processing special orders/returns, supporting campus events, and enforcing university retail policies.

June 2013 – May 2018

Pizza Hut Aiken, South Carolina

Assistant Manager

Supervised daily restaurant operations and shift staff, ensuring efficient service, on-time food delivery, and high customer satisfaction.

Managed inventory, cash handling, POS reconciliation, and vendor orders to control costs and maintain stock levels.

Trained and coached team members on food safety, service standards, upselling, and performance expectations.

SKILLS

Operations Management • Team Leadership • Invoicing & Accounts Reconciliation • POS & Cash Handling

Inventory Management • Vendor Relations • Customer Service & Case Management • Process Improvement

Microsoft Excel & Office • Food Safety & Sanitation • Staff Training & Performance Coaching

Benefits Navigation & Claims Review • Compliance & Confidentiality (HIPAA-aware)

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