Shannon Hickson
Jacksonville,FL
Summary
Energetic, motivated, and organized professional with a diverse background in gaming, social work, customer service, technical support, and collections seeking a position that will present new challenges and foster professional growth.
Overview
9
9
years of professional experience
Work History
Consultant Services Trainee
Progressive
04.2024 - Current
- Use software applications to track, gather information and answer inquiries
- Process cancellations, renewals, reinstatements, payments and state/federal filings
- Identified areas of improvement for clients operations, implementing targeted solutions to increase productivity.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Poker Dealer
Best Bet
06.2022 - 06.2023
- Interpreted and enforced rules for gameplay and betting limits.
- Proficiently dealt various poker games, including Texas Hold'em and Omaha, in a fast-paced casino environment.
- Interacted with players in a friendly and professional manner, ensuring a positive game experience.
- Collaborated with other casino staff to resolve customer inquiries and issues promptly.
- Promoted dialogue between players to support positive customer experience and engaged individuals or groups in game-related conversations to verify understanding of rules and player expectations.
Senior Fraud Analyst
Bank Of America
06.2021 - 05.2022
- Led efforts in detecting and investigating fraudulent transactions, reducing financial losses by 20%.
- Implemented and enhanced fraud prevention strategies, adapting to emerging threats and trends
- Conducted in-depth data analysis to identify patterns and anomalies indicative of fraudulent activities.
- Collaborated with cross-functional teams to implement security measures and improve overall fraud prevention protocols.
Child Protective Investigator
Department of Children and Families
10.2017 - 06.2021
- Responded promptly to reports of child abuse or neglect, conducting comprehensive investigations in accordance with agency protocols.
- Interviewed parents, caregivers, and children to gather relevant information and assess the safety of home environments.
- Evaluated risk factors and protective capacities, making informed recommendations for interventions and support services.
- Maintained detailed and accurate documentation of investigations, preparing reports for internal and external use.
- Collaborated with law enforcement, medical professionals, schools, and community organizations to gather information and coordinate interventions.
- Provided crisis intervention and support services to families in need, connecting them with appropriate resources.
- Prepared for and provided testimony in court hearings, presenting evidence and articulating findings.
Senior Technical Support Advisor
Kelly Services/Apple Inc.
04.2015 - 09.2017
- Trained new Customer Service Associates on products, technical support techniques and company procedures.
- Provided advanced technical support to customers, resolving complex issues and ensuring high levels of customer satisfaction.
- Led and mentored a team of technical support professionals, fostering a collaborative and customer focused work environment
- Implements and improved support processes, resulting in a 20% reduction in response time.
- Developed and maintained documentation for common technical issues and solutions.
Education
Bachelor of Arts - Sociology
Florida State University
Tallahassee, FL2016
Skills
- Case management
- Advanced communication skills
- Advanced leadership skills
- Expert experience with MS Office and Apple iApps
- Advanced problem solving
- Advanced Customer service
- Advanced Organizational
- Advanced rapport building
- Advanced troubleshooting
- Client engagement
- Decision-Making
- Training and Development
- Familiarity with Locating Individuals
Timeline
Consultant Services Trainee
Progressive
04.2024 - Current
Poker Dealer
Best Bet
06.2022 - 06.2023
Senior Fraud Analyst
Bank Of America
06.2021 - 05.2022
Child Protective Investigator
Department of Children and Families
10.2017 - 06.2021
Senior Technical Support Advisor
Kelly Services/Apple Inc.
04.2015 - 09.2017
Bachelor of Arts - Sociology
Florida State University
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