Shannon Hinton
Augusta,GA
Summary
Seasoned client management professional experienced in account management, team management, and customer retention. Concentration and proficiency in time management, payroll, and goals management. Known for advanced knowledge in process improvement, problem solving, and conflict resolution.
Overview
26
26
years of professional experience
Work History
Senior Payment Specialist 2020-Current State Farm
State Farm
, GA
02.2020 - Current
- Navigate and use various databases and applications to maintain records of customer transactions, inquiries, complaints, and comments.
- Processed payments for various clients in a timely manner.
- Process payments and review outgoing bills.
- Investigated customer complaints relating to unpaid invoices.
- Ensured compliance with internal policies and procedures related to payments.
- Prepared monthly financial statements detailing account balances and transactions.
- Developed and maintained relationships with customers to ensure payment accuracy.
- Provide high-level customer service to the agent office regarding all accounts.
- Specialize in life insurance and creating new accounts for policyholders and state to state transfers.
- Analyze and reconcile simple to moderately complex discrepancies resolving customer concerns.
- Maintain thorough and current knowledge of all State Farm federal, state, and local regulations policies.
- Spearheaded simplification initiatives and operational strategies to improve collections process and drive customer satisfaction.
- Collaborated with other departments within the organization to resolve any payment discrepancies.
- Maintained up-to-date knowledge of applicable laws governing payment processes.
- Analyzed past due accounts to determine appropriate action plans for collection.
Customer Service Manager
Publix
, GA
01.2008 - 01.2020
- Supervise cashiers and front service clerks.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Delegate tasks, providing feedback, and enhancing customer service skills.
- Determines and facilitates effective trainings and briefings, improving front-end functionality.
- Performs monthly quality assurance analyzing trends/results determining additional training needs.
- Monitor front-end operations, reinforcing housekeeping, safety standards, and sanitation, resulting in efficient productivity.
- Maintained an up-to-date knowledge base of products, services, pricing information, processes.
- Developed strategies to increase sales volume based on customer feedback analysis.
- Organized team meetings to discuss new initiatives or changes in policies and procedures.
- Enforced compliance with company standards related to safety, security, quality assurance.
- Consistently volunteer to assume additional responsibilities.
- Support managers in developing insight into departmental operations.
- Analyzed customer feedback data to determine areas of opportunity or needed improvements in services offered.
Lead Cashier
Publix
Tyler, TX
01.1999 - 12.2009
- Greeted customers and provided excellent customer service.
- Assisted with training new cashiers in departmental operations and procedures.
- Ensured accuracy of all transactions by verifying prices, quantities, discounts.
- Provided support to other departments when needed such as stocking shelves or running register.
- Handled escalated customer service issues professionally and courteously.
- Assisted in developing store policies related to cashier activities and procedures.
- Resolved discrepancies between sales floor and register information quickly.
- Organized backroom operations including receiving, storing, restocking merchandise.
- Responsible for opening and closing registers accurately according to established procedures.
- Addressed customer complaints promptly while remaining professional in challenging situations.
- Identified opportunities for improving processes related to cash handling and customer service.
- Kept informed of current promotions, exchange and refund policies, pricing structures.
- Performed side duties such as cleaning or organizing shelves when time permitted.
- Helped with purchases and signed customers up for rewards program.
- Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
Education
Bachelor of Arts - Business Management
DeVry University
01-2008
Associate of Arts - Organizational Business Administration
Gordon College
Georgia01-2001
Skills
- Adaptability & Multi-Tasking
- Dispute Resolution
- Proactive Management Approach
- Payment Processing
- Exceptional Leadership & Team Building
- Benefits & Payroll Administration
- Personnel Training & Development
- Outstanding Interpersonal Skills
- Conflict Resolution & Problem Solving
- Highly Attentive & Detail Oriented
- Excellent Communication Skills
- Organization & Time Management
- Effective Communication
- Audit Procedures
- Relationship Building
Timeline
Senior Payment Specialist 2020-Current State Farm
State Farm
02.2020 - Current
Customer Service Manager
Publix
01.2008 - 01.2020
Lead Cashier
Publix
01.1999 - 12.2009
Bachelor of Arts - Business Management
DeVry University
Associate of Arts - Organizational Business Administration
Gordon College
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