SHANELLE KELSEY
Fayetteville,AR
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Snell Laboratories
Russellville, AR
03.2025 - 06.2025
- Greeted patients courteously and professionally to enhance front desk experience.
- Managed multiple phone lines to ensure timely communication.
- Sorted and distributed incoming mail and faxes for efficient office operations.
- Maintained inventory of daily medical supply deliveries to prevent shortages.
- Obtained insurance information and medical records to expedite patient processing.
- Coordinated provider calendars, scheduling and rescheduling appointments as needed.
- Verified insurance coverage and collected co-pays to streamline billing processes.
- Requested and scanned patients' medical records while following up with doctors’ offices for additional information.
Customer Service Representative
Clay County Tax Collectors
Orange Park, Florida
02.2023 - 04.2024
- Assisted the public with vehicle registration, driver's licenses, titles, and payments.
- Resolved suspensions, revocations, sanctions, and cancellations through effective navigation of processes and procedures.
- Collected fees and taxes for various transactions, accurately balanced cash drawers, and prepared bank deposits.
- Assisted residents with property tax payments and addressed billing issues promptly.
- Identified potential instances of fraudulent activity by customers.
- Resolved customer complaints through effective communication and problem-solving.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to enhance customer service satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
Front Desk Receptionist
KinShoppe Salon
Ventura, California
07.2020 - 07.2021
- Greeted clients warmly upon arrival at the salon.
- Managed appointment scheduling using salon management software.
- Answered phone calls and directed inquiries to appropriate staff.
- Maintained cleanliness and organization of the front desk area.
- Processed client payments and handled cash transactions accurately.
- Assisted in inventory management by tracking salon supplies and products.
- Coordinated with stylists to confirm client appointments and preferences.
- Provided information about services and products to clients.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
Restaurant Team Member
Dunkin
Buckeye, Arizona
01.2019 - 06.2020
- Prepared and served a variety of beverages and food items daily.
- Maintained cleanliness and organization of the work area and equipment.
- Provided excellent customer service to enhance guest satisfaction.
- Operated cash register and processed transactions accurately.
- Followed health and safety guidelines to ensure food quality standards.
- Assisted in training new team members on operational procedures.
- Collaborated with team members to streamline service efficiency during peak hours.
- Provided quality customer service with a friendly attitude.
- Managed inventory levels by restocking supplies as needed.
- Assisted in taking customer orders and providing recommendations.
- Provided exceptional service to high volume of daily customers.
- Followed restaurant guidelines in regards to food safety and hygiene to prevent illness.
- Maintained cleanliness of dining area by wiping down surfaces, sweeping floors.
- Processed payments accurately and efficiently using POS system.
Elderly Caregiver
Self Employed
Ventura, California
12.2015 - 01.2019
- Coordinated transportation for medical appointments and social outings as needed.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Observed any changes in physical, emotional, mental or behavioral condition and any injuries.
- Administered prescribed medications on a timely basis following care plan instructions.
- Documented care plans and daily activities in compliance with regulations.
- Performed light housekeeping tasks such as laundry, vacuuming, dusting, and changing bed linens.
- Encouraged physical activity through walks outside or simple exercises indoors.
- Facilitated communication between families and healthcare providers regarding various issues.
- Provided companionship to family member by engaging in conversation, playing games, or reading books.
Administrative Assistant II
Twining Inc.
Ventura, California
01.2012 - 12.2015
- Delivered comprehensive office support for special inspections and Geotech Engineering company.
- Filed and maintained project and inspector records, ensuring accuracy and accessibility.
- Coordinated office activities and maintained efficient workflow across departments.
- Managed scheduling and calendar for senior executives to optimize time management.
- Prepared correspondence and reports using Microsoft Office Suite for internal communication.
- Assisted in organizing company events and meetings to enhance team collaboration.
- Implemented filing systems to improve document retrieval and ensure data accuracy.
- Maintained office supplies inventory and ordered materials as needed for daily operations.
- Provided support for new employee onboarding process to facilitate smooth transitions.
- Communicated with clients and vendors to address inquiries and resolve issues promptly.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Executed on-time, under-budget projects by solving complex issues for senior leadership.
Education
Associate Science - Liberal Arts
Ventura College
Ventura, CA01.2012
Skills
- Multi-line telephone operations
- Strategic thinking
- Insurance verification
- Appointment scheduling
- Customer relationship management
- Medical record management
- Data entry accuracy
- Problem solving
- Effective communication
- Time management
- Conflict resolution
- Cash handling
- Project management
- Multitasking and organization
References
References available upon request.
Timeline
Customer Service Representative
Snell Laboratories
03.2025 - 06.2025
Customer Service Representative
Clay County Tax Collectors
02.2023 - 04.2024
Front Desk Receptionist
KinShoppe Salon
07.2020 - 07.2021
Restaurant Team Member
Dunkin
01.2019 - 06.2020
Elderly Caregiver
Self Employed
12.2015 - 01.2019
Administrative Assistant II
Twining Inc.
01.2012 - 12.2015
Associate Science - Liberal Arts
Ventura College