Hi, I’m
Aunye Shelton
Phoenix,AZ
Summary
Proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment, bringing top-notch skills in active listening and analytical problem-solving skills, to interpret what a customer or patient needs. Looking to ample growth in a company that present ongoing career opportunities.
Overview
7
years of professional experience
Work History
Wells FargoPhoenix
Customer Service Representative
11.2022 - Current
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Answered 80+ customer telephone calls daily promptly to avoid on-hold wait times.
Wendy’sLake Pleasant
Shift Supervisor
06.2019 - 12.2022
Job overview
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
- Completed store opening and closing procedures and balanced tills.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Managed over 25+ employees daily, throughout multiple years.
McKesson Scottsdale
Sr Associates Rep
12.2020 - 11.2022
Job overview
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Followed all company policies and procedures to deliver quality work
- Monitored customer lines at POS and opened additional registers to expedite sale process.
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Escalated issues to proper supervisors when standard processes were not effective.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Answer 1000+ calls getting insurance documentation for FDA Drugs for patients following HIPPA guidelines
SprintTempe
Collections Supervisor
07.2018 - 05.2019
Job overview
- Identified needs and provided training to clarify expectations of collections agents.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Took 1000+ plus calls resolving customer concerns and leaving them with satisfaction
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices
- Reported on and recommended actions related to financial stability of potential clients
McDonald'sChandler
Department Manager
09.2017 - 06.2018
Job overview
- Developed empowering employee culture focused on equipping employees to independently meet customer.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Achieved financial objectives by preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions
- With extended knowledge of food handler guidelines regularity health inspections was passed at 95% over 10+ times.
St Anthony’s Medical Center Kansas City
Medical Receptionist
06.2016 - 08.2017
Job overview
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic and health history to keep information current.
- Completed patient referrals to other medical specialists.
- Helped patients complete necessary medical forms and documentation.
- Answer 80+ calls daily scheduling and altering appointments.
- Used Microsoft expertise to move patients' appointments to align with doctor's schedule in sufficient manner.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action
- Printed prescription requests and queries in compliance with practice protocol
Education
Maricopa High School Maricopa, AZ
Diploma from General Studies
05.2016
University Overview
- Member of student council
- Member of L.O.E
- Dean's List 2012-2015
Skills
- Account documentation
- Financial services
- Customer relationship building
- Risk management
- Efficient and reliable team player
- Patient Scheduling
- Excellent Communication
- Training and Development
- First Aid/CPR
- MS Office
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Achieved recognition by completing quarterly improvements with accuracy and efficiency ,With consistent results on meeting company standards.
* EMPLOYEE OF MONTH FOR WELLS FARGO 08/2023
- ON TEAM DRUITUER under ( WORTHY, MICHAEL )
Timeline
Customer Service Representative
Wells Fargo
11.2022 - Current
Sr Associates Rep
McKesson
12.2020 - 11.2022
Shift Supervisor
Wendy’s
06.2019 - 12.2022
Collections Supervisor
Sprint
07.2018 - 05.2019
Department Manager
McDonald's
09.2017 - 06.2018
Medical Receptionist
St Anthony’s Medical Center
06.2016 - 08.2017
Maricopa High School
Diploma from General Studies