LaShundra Hinson
Charlotte,NC
Summary
Self-motivated and detail-oriented professional with over 10+ years of experience in customer service, public programs, and administrative support—successfully operating in both remote and on-site environments. Skilled in managing high-volume inquiries, using digital tools like NCFAST, OnBase, Microsoft Office, and CRM platforms. Proven ability to work independently, meet deadlines, and support team goals in fast-paced environments.
Overview
4
4
years of professional experience
Work History
Call Center Representative / Quality Support Technician
Charlotte-Mecklenburg Schools
Charlotte, NC
01.2025 - Current
- Handle high-volume inbound calls and inquiries from parents, staff, and drivers regarding transportation routes, scheduling, delays, and safety concerns.
- Provide professional customer service and resolve transportation-related issues in a fast-paced call center environment.
- Utilize Transportation Information Management Systems (TIMS), GPS software, and district databases to maintain accurate student and route information.
- Document customer interactions, service requests, and operational updates while maintaining confidentiality and data accuracy.
- Coordinate communication between transportation staff, schools, and families to ensure timely issue resolution.
- Provided training and support to new representatives, enhancing their onboarding experience.
Eligibility Specialist I
Mecklenburg County
Charlotte, NC
01.2023 - 01.2025
- Assessed NC Medicaid eligibility through detailed evaluation of financial and personal records.
- Fostered strong relationships with clients from diverse backgrounds, providing guidance and support throughout the application journey.
- Implemented efficient case management practices to enhance client experience and reduce processing times.
- Maintained strict adherence to program guidelines, reducing error rates in eligibility decisions.
- Processed approximately 20 new intake applications per day to determine Medicaid eligibility.
Remote Office Assistant
RCP Construction LLC
Charlotte, NC
01.2022 - 01.2023
- Supported daily operations remotely by managing schedules, travel bookings, and inventory orders.
- Provided estimates and project details to customers via phone and email.
- Maintained and updated business profiles on social media platforms.
- Managed approximately 30 calls, emails, and texts per day from customers.
Education
Associate of Science - Paralegal Studies
South University
Montgomery, ALSkills
- Remote Customer Support
- NCFAST
- OnBase
- Microsoft Office Suites (Word, Excel, Outlook)
- Microsoft Teams
- Zendesk
- Salesforce
- Zoom
- WebEx
- Data Entry
- Case Management
- Time Management
- Team Collaboration
- Customer Service
- Administrative Support
Timeline
Call Center Representative / Quality Support Technician
Charlotte-Mecklenburg Schools
01.2025 - Current
Eligibility Specialist I
Mecklenburg County
01.2023 - 01.2025
Remote Office Assistant
RCP Construction LLC
01.2022 - 01.2023
Associate of Science - Paralegal Studies
South University