Summary
Overview
Work History
Education
Skills
Timeline
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Shanetha Merriwether

Elkhart,Indiana

Summary

A highly motivated and adaptable professional with a strong work ethic and a passion for taking on new challenges. Known for exceptional interpersonal skills, ability to work independently, and a quick aptitude for mastering new skills. Demonstrates excellent multitasking and time management abilities in fast-paced environments. Dedicated to providing customers with positive and memorable experiences, proactively identifying data entry errors, and escalating issues to supervisors for resolution.

Overview

21
21
years of professional experience

Work History

Customer Experience Associate

Conduent Business Services
Elkhart, Indiana
08.2023 - 11.2023
  • Consistently delivered top-tier customer service, resolving complex issues with precision, professionalism, and a focus on ensuring client satisfaction in every interaction.
  • Managed a high-volume, multi-channel customer base (phone, email, chat) with exceptional efficiency, consistently surpassing service level agreements (SLAs) and driving industry-leading customer satisfaction scores.
  • Expertly utilized CRM software to track, manage, and resolve a diverse array of customer inquiries, resulting in a proven track record of 95%+ customer satisfaction and rapid issue resolution.
  • Proactively identified emerging customer trends and recurring issues, collaborating with cross-departmental teams to implement strategic process improvements that optimized operational workflows and reduced resolution times.
  • Delivered seamless execution of complex transactions including billing inquiries, service requests, and account management, ensuring adherence to strict company policies and regulatory compliance standards.
  • Demonstrated expert-level problem-solving abilities by de-escalating high-tension situations and transforming dissatisfied customers into long-term brand advocates.
  • Recognized as a hard worker, consistently exceeding key performance metrics such as customer retention rates, first-contact resolution, and customer satisfaction, significantly contributing to company-wide performance goals.

Office Assistant/Dispatcher

Keystone
07.2017 - 03.2021
  • Executed transportation assistant duties in the office i.e., filing, scanning, and answering phones when needed.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Assisted office administrator with drivers retrieving information packets for the RV units.
  • Scheduled loads according to priority and available equipment
  • Resolved customer issues relating to the transportation of their goods and products
  • Demonstrated leadership by making improvements to work processes and helping to train others
  • Coordinated support to facilitate general office operations
  • Kept detailed and updated records of calls in physical and electronic databases
  • Prepared and verify shipment documents of outbound freight
  • Encouraged and improved cross-department internal communication
  • Checked and verified information packets for units to be shipped to different companies
  • Tracked and communicated all shipments to the appropriate personnel
  • Maintained files, transportation documents and reports in an organized manner.

Human Resources Assistant

Elkhart County Human Resources
03.2016 - 09.2016
  • Created, organized, and maintained employee personnel files to keep sensitive data secure.
  • Assisted with planning, organizing, and coordinating company events.
  • Guided new hires through orientation and onboarding and explained documentation requirements to facilitate the HR process
  • Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork
  • Daily database entry of new applicants
  • Distributed incoming mail
  • Prepared outgoing mail
  • Answered phones - directed calls to appropriate personnel
  • Utilized office equipment
  • Completed all project and special assignments
  • Maintained confident information

Accounts Payable Clerk

Heritage Financial Group Inc
10.2015 - 01.2016
  • Reviewed all invoices for appropriate documentation and approval prior to payment.
  • Used office equipment daily.
  • Reconciled monthly statements and transactions to keep records accurate and current
  • Analyzed invoice and expense reports, identified variances, and researched issues to correct problems and maintain financial compliance.
  • Handled high-volume invoice processing with minimal supervision.
  • Reconciled monthly statements and transactions to keep records accurate and current.
  • Entered and upload invoices into system.
  • Prepared and performed check runs.
  • Distributed signed checks as required.
  • Prepared garnished checks.
  • Prepared cleared checks for storage.
  • Assembled and processed overnight shipments to branches.
  • Assisted in monthly closings.
  • Performed Office Assistant duties such as filing, copying, and scanning documents.

Data Processing Specialist

Elkhart County Recorder's Office
02.2015 - 09.2015
  • Performed indexing and microfilming of various official documents including deeds, mortgages, affidavits, plats, mechanic liens, corporate papers, land surveys, military discharges, and birth and death certificates.
  • Input client information into spreadsheets and company databases to provide leaders with quick access to essential client data.
  • Adhered to compliance and privacy policies and procedures to maintain confidentiality and information protection.
  • Responsible for the organization and maintenance of documents related to plats, surveys, and monument records for use by surveyors and the public.
  • Responsible for the organization and maintenance of documents related to plats, surveys, and monument records for use by surveyors and the public.
  • Reviewed system for errors or duplicate entries to prepare final product.
  • Identified errors in data entry and related issues by mentioning to supervisors for resolution.
  • Maintained databases by creating new records or updating existing ones.
  • Coordinated, scheduled and executed in-depth data entry projects.
  • Maintained confidential information.
  • Transcribed data from source documents using standardized procedures and data recording devices.
  • Communicated by telephone and email for routine exchange of information

Floor Supervisor

Kroger
05.2003 - 07.2009
  • Greeted and assisted customers with product selection.
  • Managed customer service complaints.
  • Addressed employee issues and conflicts to provide input, feedback, and coaching.
  • Collaborated with leadership to determine needs and devise improvement plans to reach strategic targets.
  • Operated cash register and processed cash, debit card, and credit card sale transactions.
  • Managed cash and receipts for the sale of merchandise by performing duties such as counting the float, balancing cash, providing change, sorting, and securing cash.
  • Provided information about the retail store and services to members of the public in person and over the phone.
  • Performed other related duties as required.
  • Multitasked different jobs at the same time.
  • Collected and relocated shopping carts, baskets and reusable bags to appropriate areas.
  • Re-stocked check-out line and end-cap displays with new merchandise.
  • Worked closely with front-end staff to assist customers.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Verified customer age requirement for alcohol or tobacco purchases.
  • Processed refunds for worn, damaged and broken merchandise.
  • Tracked company inventories, moved excess stock and arranged products to improve sales.

Education

Associate - Health Technology

Ivy Tech Community College
South Bend, In
05.2013

Skills

  • Skilled Collaborator
  • Committed High Achiever
  • Customer Service
  • Effective Cross-Functional Communicator
  • CRM software
  • Solution Oriented
  • Professional
  • Rapid And Adaptive
  • Database Management
  • Logistical Planning
  • Personnel Records Maintenance
  • Records Management
  • Administrative Support
  • Business Administration

Timeline

Customer Experience Associate

Conduent Business Services
08.2023 - 11.2023

Office Assistant/Dispatcher

Keystone
07.2017 - 03.2021

Human Resources Assistant

Elkhart County Human Resources
03.2016 - 09.2016

Accounts Payable Clerk

Heritage Financial Group Inc
10.2015 - 01.2016

Data Processing Specialist

Elkhart County Recorder's Office
02.2015 - 09.2015

Floor Supervisor

Kroger
05.2003 - 07.2009

Associate - Health Technology

Ivy Tech Community College

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Shanetha Merriwether