Shanna Merriweather
Indianapolis,IN
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Lead Contact Representative
DFAS
2023.06 - Current
- Plans, conducts work, and manages problems and deviations in work assignments in accordance with instructions, policies, and procedures.
- Leads a team of Contact Representatives who are responsible for providing telephone or written answers and solutions regarding a myriad of issues related to the pay of the Army
- Stays connected with the status and progress of work and makes day-to-day adjustments in accordance with established priorities
- Instructs employees in specific tasks and job techniques and makes available written instructions, reference materials, and supplies
- Maintains current knowledge and answers questions of other employees on procedures, policies, directives, etc., and obtains needed information or decisions from the supervisor regarding problems that arise
- Coaches Contact Representatives on errors received and assist with retraining on topics that are problematic to the contact representative, as well as give feedback on ways to improve.
- Develops the lead contact representatives' monthly schedule of responsibilities
- Trains Contact Representatives on the usage of Jarvis and DCPS systems
- Creates the lead monthly schedule
- Assist with editing and submitting KUDOS reports.
Contact Representative
DFAS
2021.04 - 2023.06
- Interviewed beneficiaries and the public to determine the nature of their problem/question.
- Researched customer accounts, identified discrepancies, and suggested solutions.
- Provided statuses of payment; explained technical information, gathered facts, and resolved problems relating to Defense Finance and Accounting Service of Accounts Payable
- Responded to telephonic and written inquiries and explain and/or assist customers.
- Managed over 200 incoming calls and emails per month from customers.
Human Resources/Marketing (Volunteer)
New Revelationn Lawn Care & Landscaping
2020.03 - Current
- Assesses and creates the company's marketing plan and marketing strategy
- Plans, coordinates, and directs marketing efforts
- Manages staffing process, including recruiting, interviewing, hiring, and onboarding
- Including completing 1099 paperwork for contract employees
- Negotiates contracts with individuals and organizations
- Handles budget planning and spending functions.
- Utilizes Excel to organize and analyze monthly/yearly budget reports.
Instructor/Public Speaker (Volunteer)
Mt. Calvary Free Will Baptist Church (Non-Profit)
2018.12 - Current
- Conduct weekly trainings for 15-20 participants
- Developed and implemented curriculum for development
- Organize and execute fundraisers for 30-40 volunteers
- Wrote and edited proposals for funding
- Efficiently used Microsoft Excel to organize business data and budget reports for the non-profit.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Gave speeches about morality, religious, and social issues.
Health Liaison/Project Manager
Marion County Public Health Department
2009.09 - 2021.04
- Redeveloped the Senior Care Program including revising the Standard Operating Procedure and 2020 Work Plan
- This included creating new job description for senior care case workers
- Updated and created new training educational materials/trainings to present to the community
- Conducted group lessons and trainings for seniors, caregivers, and facilities regarding independent living, healthy homes, and regulations for senior facilities
- Researched grant opportunities from government and non-government agencies
- Drafted grant proposals and the supporting documentation based on the funding required for the program
- Maintained records and submitted financial reports using that were related to the grants
- Helped to develop and implement the student nurse training program in the Healthy Homes Department
- This included the creation and development of the program and the creation of all training materials
- Trained between 50-75 student nurses bi-yearly regarding case management in the public sector, including policies and procedures of public health, general knowledge of lead exposure, and how to properly conduct home visits
- Scheduled and supervised the student nurses while they conducted home visits
- Was responsible for handling over seventy-five case files at a time for children with elevated blood lead levels
- This included conducting case management activities by completing the following: home visits, telephonic communication (with caregivers, parents, doctors) regarding the lead rule/regulations, and entering data into both state and local databases.
- Successfully communicated with entities inside and outside of business.
Board Member (Volunteer)
Auntie Mame's Child Development Center
2012.06 - 2014.08
- Was responsible for developing the 2016 Cultural Diversity Policy to promote workplace diversity and to help eliminate discrimination within the organization
- Was responsible for full cycle recruiting for the Day Care Administrator and the Controller positions
- Sourced candidates using a variety of search methods including Indeed, Monster, Career Builder, etc
- Screened candidates by reviewing their resumes and job applications and performing phone screenings
- Performed reference checks
- Ensured that all screening, hiring, and selection processes were completed in accordance with employment laws.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Assisted with development of organizational budgets and resource allocation plans.
- Prepared and presented reports to inform board on organizational progress and goals.
- Analyzed industry trends and tracked competitor activities to inform decision making.
Education
Master of Science in Human Resource Management -
Indiana Wesleyan University
Marion, IN12.2019
Master of Science in Industrial -Organizational Psychology -
University of Phoenix
Tempe, AZ05.2016
Bachelor of Arts in Psychology -
Purdue University
West Lafayette, IN12.2008
Skills
- Decision Making
- Hiring
- Advance Excel
- Public Speaking
- Recruiting
- Scheduling
- Supervision
- Staff Training
- Budget Development
- Financial Data Analysis
Accomplishments
Most Valuable Employee (2016) • Tip of the Spear Award • CSR of the Month • RCCSP – Contact Center Professional Certification
Activities
- Toast Masters
- Women's Ministry Overseer
- Church Trainings
- Volunteer
- Chi Alpha Omega Christian Sorority Incorporated
- Chi Alpha Omega Christian Sorority National Chaplain
Awards
- Toast Masters (Charter Member at Marion County Health Department)
- Most Valuable Employee (Marion County Public Health Department -2016)
- Tip of the Spear Award
- CSR of the Month
- RCCSP – Contact Center Professional Certification
Affiliations
- Chi Alpha Omega Christian Sorority
Certification
RCCSP
Timeline
Lead Contact Representative
DFAS
2023.06 - Current
Contact Representative
DFAS
2021.04 - 2023.06
Human Resources/Marketing (Volunteer)
New Revelationn Lawn Care & Landscaping
2020.03 - Current
Instructor/Public Speaker (Volunteer)
Mt. Calvary Free Will Baptist Church (Non-Profit)
2018.12 - Current
Board Member (Volunteer)
Auntie Mame's Child Development Center
2012.06 - 2014.08
Health Liaison/Project Manager
Marion County Public Health Department
2009.09 - 2021.04
Master of Science in Human Resource Management -
Indiana Wesleyan University
Master of Science in Industrial -Organizational Psychology -
University of Phoenix
Bachelor of Arts in Psychology -
Purdue University
Similar Profiles
Marlin WilburMarlin Wilbur
Squad Leader at DFASSquad Leader at DFAS
Marcelo MorningstarMarcelo Morningstar
Active Duty Soldier at DFASActive Duty Soldier at DFAS
Angela NordykeAngela Nordyke
Accounting Technician at DFASAccounting Technician at DFAS