Cynthia Shropshire
Douglasville,GA
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
Legal Administrative Specialist
Dept. of Veteran Affairs
Phoenix, AZ
02.2024 - Present
- Work in a remote workspace to answer inbound telephone calls from more than 8 million individual Veteran inquiries per year. National Call Center personnel provide telephone assistance to Veteran, their dependents, and survivors with information, advice and assistance regarding the availability and procurement of benefits under laws administered by the Department of Veterans Affairs (VA) and other agencies.
- Advising and providing information on benefits and rights.
- Explaining pertinent legal provisions, regulations and related administrative practices and there application to specific cases; and assisting individuals regarding how best to provide needed documents and evidence required, and /or initiating inquires to resolve errors, delays, or other problems in obtaining benefits.
- Completing claim and appeal related work.
- Assists the inquirer with determining the short-term and long term circumstances that might influence a choice between various benefits. Programs include, but are not limited to: compensation and pension benefits, home loan eligibility, education, health care, life insurance, burial benefits, vocational rehabilitation services, fiduciary assistance, general Social Security Administration benefit programs, and other Federal, state, and local domestic relations and assistance programs.
- Explain the types of documents necessary to facilitate timely processing of claims and appeals and assists with obtaining and completing such documents and forms in accordance with the type of claim or appeal being submitted.
- Explains VBA rating decisions a nd provides explanations for the decisions using extensive knowledge of VA benefits and services, claim and appeal processing procedures, and all pertinent information available within the systems of record.
- Perform claim or appeal related work including providing comprehensive claim or appeal status updates using mandatory scripting requirements, processing change of address requests, establishment of, or change to direct deposit banking information, burial allowance claims, dependency claims, etc.
- Immediately and appropriately respond to customers where deescalation needs are required prior to referral for a contact by a supervisor.
- Assist Veterans and their family/friends/significant others during periods of crises to include potential suicide, homelessness, or financial hardship.
Client Relations Manager
Corporate Finance Associates
Atlanta, GA
01.2021 - 01.2022
- Served as the primary point of contact for key accounts during the lifecycle of acquisition and merger process.
- Establish clients' understanding of their goals, challenges, and concerns in requisition requirements in a timely manner.
- Acted as a liaison between clients and the executive team members.
- Maintained and delivered exceptional customer service skills by addressing inquiries, resolving issues, provided information to ensure high quality service, satisfaction and customer loyalty.
Flight Attendant
Southwest Airlines, SWA
Dallas, TX
04.2002 - 04.2020
- Provided excellent customer service to passengers, prioritizing their safety, comfort and overall satisfaction throughout the flight. Proactively handle passenger inquiries, request and complaints while maintaining a calm and professional demeanor.
- Demonstrated expertise in emergency procedures, including evacuations, first aid, and handling security threats while ensuring passenger safety.
- Coordinated with flight crew and grounds staff to ensure seamless boarding, in-flight service, and disembarkation to ensure the airline's on-time performance for departure and arrival process.
Reservation/Customer Service Representative
AirTran Airways
Atlanta, GA
02.2000 - 09.2001
- Provide exceptional customer/reservation service inquiries via phone about products, service, and policies.
- Complete airline bookings, issue resolutions promptly and satisfactory solutions to customer complaints.
- Extensive product knowledge to effectively address customer inquiries and provide timely resolutions for customer booking or changes to their reservation.
- Meticulously maintained detailed records of customer flight reservations, interactions, feedback, and resolutions for future references.
Education
Some College (No Degree) - Business
Chattahoochee Technical College
Marietta, GASome College (No Degree) - Horticulture
State University of New York At Delhi
Delhi, NYSkills
- Outstanding communication and leadership abilities
- Skilled in conflict resolution and problem-solving solutions
- Empathetic and patient in interactions and relationship management with customers
- Ability to maintain calm and adaptability under pressure
- Meticulous attention to detail
- Strong computer and clerical experience
Timeline
Legal Administrative Specialist
Dept. of Veteran Affairs
02.2024 - Present
Client Relations Manager
Corporate Finance Associates
01.2021 - 01.2022
Flight Attendant
Southwest Airlines, SWA
04.2002 - 04.2020
Reservation/Customer Service Representative
AirTran Airways
02.2000 - 09.2001
Some College (No Degree) - Business
Chattahoochee Technical College
Some College (No Degree) - Horticulture
State University of New York At Delhi
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