Summary
Overview
Work History
Education
Skills
Accomplishments
Student of the year award in high school.
Timeline
Generic
Shadgrieka Kelly

Shadgrieka Kelly

Covington,GA

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Someone who thrives in making a difference by helping others, have customer service experience, and are committed to making a contribution while growing career. Adept at working effectively unsupervised and quickly mastering new skills. Have customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. 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. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Responsible and motivated college student ready to apply education in the workplace. Ability to handle challenging work. Overall objective is to secure a position in an organization that offers challenge and opportunity for career development while utilizing current area of expertise and employee satisfaction services within a positive team environment. Orderly and committed Administrative Assistant offering solid skills in customer relations and resilience to handle challenges of fast-paced environments while also using Google Workspace, Salesforce, Microsoft, Outlook, and DocuSign a plus. Bringing detail-oriented and decisive nature with sound judgment, good multitasking abilities and self-motivated nature. Comfortable working alone or with teams to accomplish on-time and accurate clerical tasks. Organized Administrative Assistant experienced in assisting with daily office needs and managing general administrative activities. Successful in coordinating and executing meetings. Have a natural ability to see people's talents, and love encouraging them to achieve their goals. Customer-focused and empathetic. Looking to enhance a career while resolving customer inquiries, and coordinating with team members.

Overview

5
5
years of professional experience
1
1
Language

Work History

Dental Agent

Qualfon
10.2023 - Current
  • Be energized and thrive in fast paced environments, high energy, and fun environment. Care for customers, by servicing existing accounts, finding out additional needs, and placing orders for any desired services or products. Follow up customer and communicating with members who have inquiries about their accounts.
  • Maintain composure in escalated situations. Ability to attend virtual classroom training program. Self-motivated and able to work independently. Ability to multi-task in several computer applications at once while holding conversation with customers. Ability to learn and adhere to multiple protocols. Ability to type while assessing.
  • Strong research/problem-solving skills. Ability to be flexible & accommodate change. Strong ability to communicate articulately and succinctly both verbally and in writing with team, members, and providers, along with Excellent listening skills. Passion to meet or exceed performance goals. Interact with customers to address their concerns, answer their questions and assist them with their needs.
  • Answered customer phone calls, responding to customers' questions and concerns. Entering information into work system.
  • Utilizes all applicable system functions available ensuring accurate and timely claim processing. Accurately assist with document enrollment requests, status changes, complaints, and grievances.
  • Be energized and thrive in fast paced environments, high energy, and fun environment. Care for your customers, by servicing existing accounts, finding out additional needs, and placing orders for any desired services or products. Follow up customer calls where necessary while communicating with members who have inquiries about their accounts. Maintain composure in escalated situations. Ability to attend virtual classroom training program. Self-motivated and able to work independently. Ability to multi-task in several computer applications at once while holding conversation with customers.
  • Managed approximately 30 incoming calls, emails and faxes per day from customers.
  • Ability to learn and adhere to multiple protocols. Ability to type while assessing. Strong research/problem-solving skills. Ability to be flexible & accommodate change. Strong ability to communicate articulately and succinctly both verbally and in writing with team, members, and providers, along with Excellent listening skills. Passion to meet or exceed performance goals. To interact with customers, brokers, and providers to address their concerns, answer their questions and assist them with their needs. Answered customer phone calls and emails, responding to customers’ questions and concerns while entering information into work system.
  • Handling claims, eligibility, and benefits Utilizes all applicable system functions available ensuring accurate and timely claim processing. Accurately assist with document enrollment requests, status changes, complaints, and grievances. While assisting with eligibility and claims. Conduct quality audits of claims, pre and post payments, utilizing appropriate sources of information, including eligibility/benefits, enrollment, provider and facility contracts.

Line Cook

Cherry Street BrewPub
10.2022 - 08.2023
  • Collaborated with team members to maintain clean and safe working environments, adhering to health and safety guidelines.
  • Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
  • Supported head chef during high-volume periods by efficiently executing complex tasks with precision under pressure.
  • Oversaw scheduling, inventory management, and supply ordering to maintain fully stocked kitchen.
  • Upheld strict sanitation standards while preparing meals, maintaining clean workspace free of cross-contamination risks.
  • Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
  • Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.

Food Runner

Journey End Kitchen
01.2022 - 09.2022
  • Provided exceptional customer service by attentively listening to guests concerns and addressing them accordingly.
  • Adhered strictly to food safety guidelines while handling and transporting food items, protecting both guests and employees from potential health risks.
  • Collaborated well with other food runners to deliver orders accurately.
  • Handled high-pressure situations calmly and professionally during peak hours or unexpected rushes at restaurants.
  • Demonstrated adaptability in handling diverse menu offerings and accommodating special dietary requests when necessary.
  • Cleaned and sanitized food preparation and serving areas.
  • Managed multiple tasks at a time.

Call Center Supervisor

Homecraft Gutter Protection
03.2021 - 12.2021
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement. Managed communication with drivers and approximately 100 incoming calls per day from customers.
  • Improved productivity of customer service team by leading training initiatives and revamping schedules.
  • Established strong relationships with vendors to secure cost-effective solutions for call center equipment needs.
  • Trained and supervised new employees to promote overall team productivity and consistent service. Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings. Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications. Maintained strong call control and quickly worked through scripts to address problems. Delivered constructive call process feedback. Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals. Managed customer expectations by clarifying needs, identifying options and recommending products and services. Coordinated with various company teams to offer and implement successful solutions to customer problems. Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Interfaced with cross-functional support groups to manage daily operations. Updated customer accounts, addresses and contact information within call management databases. Motivated and promoted team employees from within for key leadership roles. Created, recommended and implemented policies and procedures for operational and staffing resources.
  • Accomplished call center resource objectives by recruiting, selecting and orienting new employees. Determined and formulated policies, procedures and business strategies to meet growth objectives of company. Send employment offers to newly hired field representatives.

Substitute Teacher

ESS
12.2020 - 02.2021
  • Developed strong rapport with students through consistent encouragement and support, fostering positive learning atmosphere conducive to academic growth.
  • Assisted in creating safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students. Collaborated with colleagues to develop innovative approaches to teaching.
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Developed lesson plans to align with grade-level standards and objectives.
  • Upheld classroom routines to support student environments and maintain consistent schedules.

Retail Manager

Value Village Thrift Stores
02.2020 - 11.2020
  • Increased sales by implementing effective merchandising strategies and optimized store layouts. Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
  • Led team of retail associates to achieve sales targets and deliver outstanding customer experiences. Developed staff training programs that resulted in improved product knowledge and enhanced selling skills.
  • Oversaw store operations, including opening and closing procedures, cash management, and safety with corporate marketing teams to execute promotional campaigns that increased foot traffic in store.
  • Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise. Remain calm and professional during stressful circumstances and effectively diffuse tense situations. Stock sales floor to stimulate sales. Oversaw retail operations to ensure all stations were operating efficiently and maintaining customer service standards.
  • Used excellent verbal skills to engage in customer conversation to determine needs.

Warehouse Production Worker

IFCO
07.2019 - 01.2020
  • Increased warehouse efficiency by optimizing storage organization and implementing effective inventory management.
  • Reduced order processing time with accurate picking, packing, and shipping of products.
  • Enhanced workplace safety by maintaining clean and organized work environment, reducing accidents and injuries.
  • Improved team performance through cross-training in multiple warehouse functions for greater flexibility and versatility.
  • Collaborated with team members to streamline production processes, increasing overall productivity without sacrificing product quality.
  • Contributed to cost reduction efforts by identifying areas of waste or inefficiency in warehouse operations and suggesting improvements.
  • Lifted up to 40 pounds

Bookkeeper

Paris Supply
01.2019 - 06.2019
  • Maintained account accuracy by reviewing and reconciling checks monthly.
  • Reported financial data and updated financial records in ledgers and journals.
  • Managed accounts payable and receivable activities, maintaining vendor relationships and positive cash flow.
  • Input financial data and produced reports.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Continuously sought out opportunities for professional development, staying current on latest advancements in data entry software and techniques.
  • Maintained high levels of data confidentiality, adhering to strict security protocols and guidelines.

Education

Associate of Arts - Business Administration

Grantham University
Lenexa, KS
04.2025

High School Diploma -

Rockdale County High School
Conyers, GA
05.2018

Skills

  • Teamwork and Collaboration
  • Active Listening, Attention to detail, and Critical Thinking
  • Sales Quota Achievement
  • Product Sales and product packaging
  • Microsoft PowerPoint, Outlook, Excel, Word
  • Data Confidentiality and HIPPA
  • Appointment Scheduling
  • Complaint Handling
  • Employee Coaching
  • Administrative and Office Support
  • Delivery driving
  • Workflow Planning
  • Social Media Management and marketing

Accomplishments

My high school coach gave me a student of the year award when I graduated.

Student of the year award in high school.

My coach stated Im very determined and focused. She loved that I work hard and always look forward to feedback so that I can approve. She gave me the award because she was very proud of me for making good grades during the year and improving my grades when it was needed.

Timeline

Dental Agent

Qualfon
10.2023 - Current

Line Cook

Cherry Street BrewPub
10.2022 - 08.2023

Food Runner

Journey End Kitchen
01.2022 - 09.2022

Call Center Supervisor

Homecraft Gutter Protection
03.2021 - 12.2021

Substitute Teacher

ESS
12.2020 - 02.2021

Retail Manager

Value Village Thrift Stores
02.2020 - 11.2020

Warehouse Production Worker

IFCO
07.2019 - 01.2020

Bookkeeper

Paris Supply
01.2019 - 06.2019

Associate of Arts - Business Administration

Grantham University

High School Diploma -

Rockdale County High School
Shadgrieka Kelly