Anna Shaver
Southwest Airlines
Spring,TX
29
years of professional experience
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Work History
Customer Care Representative
4 Years 7 Months- Deliver hospitality-centered service while resolving complex customer concerns in a high-volume contact center environment.
- Support employees with difficult customer situations, procedural questions, system navigation, and problem resolution.
- Assist new hires and employees returning from leave with procedures, resources, system questions, and operational changes.
- Research and resolve customer issues across multiple systems while maintaining accurate documentation and quality standards.
- Consistently work toward productivity, quality, and customer experience metrics while adapting to changing procedures and operational needs.
- Collaborate with peers and leaders to resolve issues and support department goals.
- Remote
Accounting Manager / Bookkeeper
10 Years- Managed a team of five employees and day-to-day accounting and business operations.
- Coached and trained employees, provided ongoing guidance, and communicated expectations and priorities.
- Managed workloads, deadlines, and work quality while addressing performance and operational issues.
- Identified and resolved process issues to improve accuracy and operational efficiency.
- Managed confidential financial, payroll, employee, vendor, and customer information.
- Utilized QuickBooks, NetSuite ERP, Salesforce CRM, Microsoft Excel, and Google Workspace.
Healthcare Claims & Billing Specialist
8 Years- Investigated and resolved complex claims, billing discrepancies, denials, and documentation issues.
- Audited records for accuracy, completeness, compliance, and quality standards.
- Handled sensitive information and communicated with internal and external stakeholders to resolve issues.
- Trained new staff on billing software and standard operating procedures to enhance team performance.
- Collaborated with cross-functional teams to implement system upgrades enhancing billing capabilities.
Accounting Assistant Manager / Team Leader
9 Years- Led a team of approximately 12 employees and managed daily departmental operations.
- Coached, trained, and supported employees while reinforcing performance expectations and accountability.
- Managed workloads and priorities, monitored work quality, and resolved day-to-day operational issues.
- Trained new employees on procedures, systems, and job responsibilities.
- Collaborated with management and other departments to resolve issues and meet business goals.
- Mentored junior staff in accounting principles and software utilization for enhanced team performance.
Education
Associate of Applied Science (AAS) - Accounting
Skills
Team Leadership
Coaching & Development
Employee Training
Performance Accountability
Customer Experience
Contact Center Operations
Operational Leadership
Performance Metrics
Quality Standards
Problem Resolution
Process Improvement
Change Management
Employee Engagement
Microsoft Teams
Salesforce CRM
NetSuite ERP
QuickBooks
Microsoft Excel
Timeline
Customer Care Representative
Southwest Airlines
01.2022 - CurrentRead More
Accounting Manager / Bookkeeper
Wright's Printing
01.2015 - 01.2025Read More
Healthcare Claims & Billing Specialist
North American Consultants
01.2007 - 01.2015Read More
Accounting Assistant Manager / Team Leader
Suncoast Resources
01.1998 - 01.2007Read More
Lone Star College
Associate of Applied Science (AAS) from Accounting
Read More