Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Shannon C Wooten

Yukon,OK

Summary

Knowledgeable Office Administrator with proven track record of successfully managing and growing business. Leveraged strategic planning and operational expertise to enhance productivity and drive profitability. Demonstrated ability to lead cross-functional teams and implement innovative solutions.

Overview

15
15
years of professional experience

Work History

CSR - Customer Service Rep

Principle Choice Solutions
04.2024 - Current
  • Answering customer requests or inquiries in a high-volume, inbound Call Center setting
  • Conducting every interaction with a customer focused, courteous approach that will ensure first call resolution and achieve provider satisfaction
  • Documenting call activity into various VA systems
  • Identifying and resolving customers’ inquiries using problem-solving skills
  • Building a positive rapport across a variety of personality types
  • Continually maintaining a working knowledge of our processes and procedures

Owner - Travel Agent

Making Memories Travel
06.2016 - Current
  • Microsoft Products / G Suite
  • Additional software
  • Monitor client billing and accuracy of client information
  • Coordinate travel arrangements for clients, including flights, accommodations, transportation, and activities
  • Assist with managing schedules and appointments for clients and team members, ensuring efficient use of time and resources
  • Communicate with clients to understand their needs and preferences, providing personalized recommendations and assistance
  • Liaise with travel partners and vendors to secure bookings, confirmations, and updates
  • Maintain organized records of travel bookings, schedules, and client information, ensuring accuracy and confidentiality
  • Provide support to clients as needed to ensure smooth travel experiences

Owner Personal Assistant

Express Personnel Specialized Recruiting Group
04.2023 - 01.2024
  • Managed 11 Rental properties
  • Microsoft Products / G Suite
  • Additional software
  • Manage bookkeeping for rental properties
  • Managed multiple QuickBooks accounts for all personal investments
  • Travel arrangements for outside associates for international travel
  • Managed large deposits weekly and monthly/Accounts Receivable
  • Answering customer requests or inquiries in a high-volume
  • Researched any changes for oil rights and investments

Program Assistant

Sirco IT/Transportation Safety Institute
09.2021 - 03.2023
  • Uses judgment and initiative to determine the approach or action to take in non-routine situations, interprets and adapts guidelines, including unwritten policies, precedents, and practices, which are not always completely applicable to changing situations
  • Duties include or are comparable to the following:
  • Based on knowledge of the supervisor's views, compose correspondence on own initiative about administrative matters and general office policies for supervisors approval;
  • Microsoft Products / G Suite
  • Anticipate and prepare materials needed by the supervisor for conferences, correspondence, appointments, meetings, telephone calls, etc., and informs supervisor on matters to be considered;
  • Read publications, regulations, and directives and take action or refer those that are important to the supervisor and staff;
  • Prepare special or one-time reports, summaries, or replies to inquiries, selecting relevant information from a variety of sources such as reports, documents, correspondence, other offices, etc., under general directions;
  • Advise staff on new procedures; request information needed for periodic or special conferences, reports, inquiries, etc., and shifts clerical staff to accommodate workload needs
  • Created and processed travel orders using E2 Solutions (GovTrip) for invitational travelers to teach at training sessions
  • Reviewed and created Course Evaluations using the (Remark survey system) for each training session working with the Course Managers
  • Managed and updated class rosters according to enrollees for each class, organized and printed all training materials for each training session
  • Enrolled and managed TSI training website student enrollees
  • Tech Writer - Responsible for rewriting and editing course materials, Power Point, Instructor & Participant Guide according to changes made by Course Manager to submit to Federal Transit Authority (FTA) for final approval to use during the upcoming training sessions

Civil Aerospace Medical Institute (CAMI) Office Assistant

FAA – MMAC (Mike Monroney Aeronautical Center)
05.2010 - 09.2014
  • Supports the management of the division by performing routine administrative/clerical work which is related to a system of research task planning, approval execution, and monitoring
  • Support Researchers with projects and task, co-ordinating with subjects and Phys
  • Techs to compile data, and instruction during test studies
  • Resolves problems associated with the administrative and clerical work of the office
  • Receives calls, greets visitors, schedules visits and tours
  • Personally takes care of routine matters and, on the basis of knowledge of the programs or operations, refers other inquiries to appropriate personnel
  • Arranges for conferences, including such matters as location, schedule, agenda, and attendance list
  • Researches and provides policy information for the manager
  • Provides guidance and assistance on procedures, instructions, and regulations to principal investigators (PIs), psychology technicians, and other specialized personnel
  • Issues requests to division personnel to establish timely and uniform responses to pending action items
  • Provides guidance to division personnel on correspondence procedures based on appropriate agency instructions
  • Office equipment maintenance duties
  • Serves as reviewer of arrangements for travel via GovTrip, assuring proper documentation, policy compliance, and cost-effectiveness; advises personnel in preparing travel authorization and voucher documents
  • Data entry of payroll bi-weekly
  • Review and verify potential employees background, employment history, references, etc
  • Performs onboarding duties, as required, to support the Human Resource Department
  • Completes and processes all required documentation for the onboarding process, including background checks and employment eligibility
  • Handle and control PII and PHI for security and employment
  • Maintains the integrity and confidentiality of human resource files and records while ensuring records are accurate and up to date and in compliance with federal and state laws
  • Answers frequently asked questions from associates

Education

High School Diploma -

MOORE HIGH SCHOOL
Moore, OK
05-1988

No Degree - General Studies

OSU OKC
Oklahoma City, OK

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Customer service
  • Active listening
  • Critical thinking
  • Professional telephone demeanor
  • Conflict resolution
  • Microsoft outlook
  • Relationship building
  • Computer proficiency
  • Documentation
  • Payment processing
  • Data entry
  • Scheduling
  • Office equipment proficiency
  • Call management
  • Administrative support
  • Product knowledge
  • Team development
  • Staff training
  • Client relations
  • Microsoft Office Suite
  • POS systems expert
  • Reading comprehension
  • Follow-up skills
  • Prioritization
  • Customer relationship management (CRM)
  • Sales closing
  • Recordkeeping strengths
  • Filing
  • Order fulfillment
  • Data collection
  • Training development aptitude
  • Multi-line phone talent
  • Research
  • Account management
  • [Software] CRM system proficiency
  • Clerical support
  • Spreadsheets
  • Key holder experience
  • Proofreading
  • Report creation
  • Brand representation

Accomplishments

  • Became a Certified Travel and Destination Honeymoon Wedding Specialist in 6 months
  • 20 years of Public Relations, Office Administration, Clerical and Human Resources/Recruiting
  • Assisted in 3 video productions for Student Courses and MedExpress
  • Developed Spreadsheets and methods to simplify travel for the Doctors at CAMI
  • Co-Chaired the 2012 Combined Federal Campaign
  • Nominated and received recognition from peers for a job well done
  • Qualified for promotion while in Human Resources, Shared Service Center

References

  • Dr. Kathleen Wilcoxson, Personal/Church member/Mentor, 405-820-2990
  • Tara Stuckey, Professional/Personal 10 years, 405-213-2329
  • Rebecca Wooten, Previous Client Travel Agent/Personal over 10 years, 405-664-0212
  • Joe Eagan, Previous Client Travel Agent/Personal over 10 years, 405-312-1664
  • Theresa Wicker, Personal over 5 years, 405-760-8579

Timeline

CSR - Customer Service Rep

Principle Choice Solutions
04.2024 - Current

Owner Personal Assistant

Express Personnel Specialized Recruiting Group
04.2023 - 01.2024

Program Assistant

Sirco IT/Transportation Safety Institute
09.2021 - 03.2023

Owner - Travel Agent

Making Memories Travel
06.2016 - Current

Civil Aerospace Medical Institute (CAMI) Office Assistant

FAA – MMAC (Mike Monroney Aeronautical Center)
05.2010 - 09.2014

High School Diploma -

MOORE HIGH SCHOOL

No Degree - General Studies

OSU OKC

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Shannon C Wooten