Leah Shaw
Office Professional
Salinas,CA
Summary
Pursuing full-time role with office experience and technical training, willingness to learn and contribute to team success to achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
30
30
years of professional experience
2
2
CompTIA Certifications
Work History
Temp-Information Technology Technician I
City of Salinas
01.2019 - Current
- Responded to customer inquiries and provided technical assistance.
- Researched and identified solutions.
- Improved end-user satisfaction.
- Managed IT inventory.
- Purchased new IT equipment.
- Offered assistance in implementing and developing training programs.
- Created detailed documentation on procedures and policies.
Temp Worker
Slingshot Connections, Manpower, Kelly Services
08.2014 - 01.2019
- Supported each company's growth by quickly adapting to new roles, showcasing versatility as Temp Worker.
- Performed wide-ranging administrative, financial and service-related functions.
- Improved customer satisfaction with prompt and professional service during temporary placements in customer-facing roles.
- Assisted with data entry projects, ensuring accuracy and timely completion of essential documents.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
Senior Customer Service Representative
HCS/HSBC/Capital One - Credit Card Services
11.1994 - 10.2013
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion. For example, answered 60 calls a day while completing arbitration level dispute cases.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge of complex regulations and timeframes.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client's concerns and company interests.
- Assisted in creating departmental policies, protocols, and guidelines that improved overall effectiveness of the customer service team.
- Trained and directed new employees in procedures, regulations, and fair dispute resolution practices to boost customer satisfaction ratings.
- Provided backup support to other departments during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Education
A+Certification, Net+Certification (CompTIA) - Computer Technology
Alliance Career Training Solutions (ACTS)
Salinas, CA 11.2013 - 08.2014
Certification in Computer Applications - Computer Processing
Heald Business College
Salinas, CA10.1994
Skills
- Record and File Management
- Computer Skills
- Microsoft Office
- Complex Problem-Solving
- Cross-Functional Office Professional
- Customer Service
- Attention to Detail
- Process Improvement
- Time Management
- Adaptable and Flexible
- Reliable and Responsible
- Confidential Record Keeping
Certification
- CompTIA Certifications, A+ and Network+
Timeline
Temp-Information Technology Technician I
City of Salinas
01.2019 - Current
Temp Worker
Slingshot Connections, Manpower, Kelly Services
08.2014 - 01.2019
A+Certification, Net+Certification (CompTIA) - Computer Technology
Alliance Career Training Solutions (ACTS)
11.2013 - 08.2014
Senior Customer Service Representative
HCS/HSBC/Capital One - Credit Card Services
11.1994 - 10.2013
- CompTIA Certifications, A+ and Network+
Certification in Computer Applications - Computer Processing
Heald Business College
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