Shabreca Johnson
Austin
Summary
Organized and detail-oriented with clerical and customer service experience. Skilled in filing, data entry, and managing office tasks. Quick learner with strong communication skills.
Overview
9
9
years of professional experience
Work History
Mail Clerk (Temporary - 90 Days)
Internal Revenue Service (IRS)
Austin
01.2020 - Current
- Provided clerical support across multiple IRS departments.
- Received, sorted, and distributed incoming/outgoing mail; ensured proper routing and delivery.
- Screened and routed misdirected documents based on organizational knowledge.
- Processed registered, certified, and express mail; maintained accountability logs.
- Operated mail-metering systems and tracked mail volume for reporting purposes.
Communications Specialist Coordinator
Texas Lottery Commission
Austin
03.2018 - Current
- Partner with management to develop and enforce departmental goals and procedures.
- Monitor hotline staff performance to ensure service quality and contract compliance.
- Oversee communications tracking and survey documentation for Retailer Services.
- Support vendor oversight and compliance for instant and online games.
- Draft and manage retailer correspondence, including applications and administrative hearing notices.
- Develop and maintain SOPs and voice response scripts; evaluate for accuracy.
- Prepare analytical reports on call volume and inquiry trends.
- Deliver multi-channel customer support for players, retailers, and vendors.
Eligibility Services Clerk III
Health and Human Services Commission (HHSC)
Austin
11.2015 - 11.2017
- Processed incoming mail, screened applications for completeness, and assessed expedited eligibility.
- Registered and scheduled applications; created and managed tasks in the State Portal.
- Provided client assistance with applications; responded to inquiries via phone and in person.
- Maintained employee records and managed onboarding logistics.
- Monitored inventory and managed office equipment, including vendor coordination.
Education
Bachelor of Science - Criminal Justice, Sociology
Texas State University
San Marcos, TXAssociate Coursework - Criminal Justice/Corrections
Austin Community College (ACC)
Austin, TXHigh School Diploma -
L.B.J. High School
Austin, TXContinuing Education - Sterile Processing
Austin Community College
Austin, TXSkills
Customer service and front desk support
Microsoft Office (Word, Excel, Outlook, PowerPoint)
Attention to detail and organization
Filing, scanning, and document handling
Multi-line phone systems
Scheduling and calendar management
Data entry and record keeping
Office equipment operation (printers, copiers, fax)
Timeline
Mail Clerk (Temporary - 90 Days)
Internal Revenue Service (IRS)
01.2020 - Current
Communications Specialist Coordinator
Texas Lottery Commission
03.2018 - Current
Eligibility Services Clerk III
Health and Human Services Commission (HHSC)
11.2015 - 11.2017
Bachelor of Science - Criminal Justice, Sociology
Texas State University
Associate Coursework - Criminal Justice/Corrections
Austin Community College (ACC)
High School Diploma -
L.B.J. High School
Continuing Education - Sterile Processing
Austin Community College