Shannon Ford
Chilhowie,VA
Summary
Experienced motivated professional with over 25 years of customer service experience, leadership, organizational, and social media skills. Passionate about small business and tourism, able to independently solve problems and handle diverse business requirements and projects.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Tourism and Events Coordinator
Smyth County Chamber of Commerce
10.2021 - Current
- Job Duties include: Tourism- Run the daily operations of The Smyth County Visitors Center as well as keeping brochures and literature up to date
- Greet Visitors Visitor Center Employee of the Year for 2022 at the Southwest Virginia Tourism Awards.
- Awarded Visitor Center of the Year at the same awards
- Opened a small gift shop in the Visitor Center
- Content Creation- Assist the Director in creating written communications and chamber publications, including but not limited to member newsletters, newspaper articles, flyers, and tourism ads for local and regional publications
- Handle the Organization's social media
- Created branding, and designed t-shirts and logos for special events and tourism campaigns.
- Event Coordinator - Assist in event planning and implementation Planning networking breakfasts, community events, business luncheons, etc
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Fundraising - Create and implement fundraising campaigns
- Membership - Acquiring and maintaining client membership
- Increase professional knowledge and skills by attending seminars and training programs
- Notary Public for the Commonwealth of Virginia at large.
- Prepared agendas and took notes at meetings to archive proceedings.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Inventoried and ordered office supplies to maintain availability of products.
Medical Service Coordinator
Sierra7
05.2020 - 06.2021
- COVID-19 Pandemic Project
- Scheduling Government Funded Covid-19 tests
- Scheduling Vaccines for Government Contracts
- Insuring Immunization Consent Forms are Complete
- Contacting Patients to ensure that 2nd dose is administered within CDC Guidelines for the allotted timeframe between doses
- Maintaining HIPPA Compliance in all job duties.
- Interviewed patients to document case histories, verify insurance eligibility and obtain referrals.
- Upheld quality assurance procedures to maintain patient safety and satisfaction.
Caregiver/Personal Assistant
Private Duty Case in Home
06.2015 - 06.2020
- Plan, shop for, or prepare nutritious meals or assist families in planning, shopping for, or preparing nutritious meals
- Transport clients to locations outside the home, such as to physicians' offices or on outings, using a motor vehicle
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
SOFTWARE TEST SPECIALIST/ CUSTOMER SERVICE REPRESENTATIVE
Sprint
04.1999 - 10.2014
- Design test plans, scenarios, scripts, or procedures
- Develop testing programs that address areas such as database impacts, software scenarios, regression testing, negative testing, error or bug retests, or usability
- Identify, analyze, and document problems with program function, output, online screen, or content
- Create or maintain databases of known test defects
- Plan test schedules or strategies in accordance with project scope or delivery dates.
- Validated seamless integration between systems by thoroughly conducting end-to-end tests that simulated real-world scenarios.
- Review software documentation to ensure technical accuracy, compliance, or completeness, or to mitigate risks
- Document test procedures to ensure replicability and compliance with standards
- Develop or specify standards, methods, or procedures to determine product quality or release readiness
- Update automated test scripts to ensure currency
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Refer unresolved customer grievances to designated departments for further investigation
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Solicit sales of new or additional services or products
- Collaborated with developers to troubleshoot issues, resulting in faster resolution times and a more efficient development process.
- Customer Service Representative performed inbound and outbound calls, troubleshooting, billing and escalations.
- Improved software quality by designing and executing comprehensive test plans and test cases.
- Identified critical bugs through meticulous manual testing, enhancing product reliability and user satisfaction.
- Facilitated clear communication among cross-functional teams through regular status updates and progress reports on testing activities and deliverables.
- Coordinated work with various teams to solve problems and improve efficiency for software testing and automation.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Documented testing procedures for developers and future testing use.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Kept scripts and test cases updated with current requirements.
- Streamlined call center processes for improved efficiency and reduced wait times.
Education
Diploma -
Holston High School
06.1994
Skills
- Attention to Detail
- Communication
- Creativity
- Critical Thinking
- Digital Skills
- Adaptability
- Leadership
- Organization
- Problem Solving
- Team Work
- Time Management
- Event Planning
- Data Entry
- Strategic Planning
- Process Improvement
- Project Support
- Customer Service
- Tourism
- Small Business Support
- Multi-tasking
- Marketing
- Social Media
- Non- Profit
Certification
- Driver's License
- Life Purpose Life Coach Certification, 11/01/19,
- Happiness Life Coach Certification, 11/01/19,
- Goal Setting to Success: Life Coach Certification, 12/01/19,
- Professional Life Coach, 12/01/19,
- Master Life Coach, 12/01/19,
- Life Purpose Quest Workshop Facilitator Certification, 01/01/20
- REBT Mindset Life Coach Certification, 01/01/20
- Career Coaching Certification, 02/01/20
- Health and Nutrition Life Coach, 04/01/20
- Certified Notary Public
Timeline
Tourism and Events Coordinator
Smyth County Chamber of Commerce
10.2021 - Current
Medical Service Coordinator
Sierra7
05.2020 - 06.2021
Caregiver/Personal Assistant
Private Duty Case in Home
06.2015 - 06.2020
SOFTWARE TEST SPECIALIST/ CUSTOMER SERVICE REPRESENTATIVE
Sprint
04.1999 - 10.2014
Diploma -
Holston High School
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