SHANNON NEAL
Euclid
Summary
Experienced in navigating complex government database systems. Dedicated Customer Service professional with a strong commitment to data integrity and accurate payment processing. Excels at adapting to constantly changing situations, utilizing resourcefulness and an innovative mindset to provide effective solutions. Thrives in collaborative environments and leverages skills to contribute to the overall success of the organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Military Pay Technician
Defense Finance And Accounting Services
07.2021 - Current
- Ensured compliance with government regulations by staying up-to-date on policy changes and updating internal processes accordingly.
- Collaborated with finance team to ensure timely disbursements of incentives, special pays, and allowances.
- Promoted a positive work environment within the department through effective teamwork and open communication among colleagues.
- Continually sought opportunities for professional development by attending relevant workshops, courses, and conferences.
Customer Service Representative
Defense Finance and Accounting Service
10.2018 - 07.2021
- Provides detailed information on all facets of military pay including active duty pay, reserve pay, separations, allotments, dependency entitlements, etc
- Receives, researches, analyzes and answers the telephone and written inquiries concerning functions related to military pay
- Discusses problems and questions related to military pay and provides immediate answers to queries
- Explains the current criteria for benefits or obligations that apply directly to the individual
- Determines whether the inquirer meets requirements for approval of benefits when this can be verified by referring to readily available documents
- Explains the application of regulatory provisions and the bases for agency determinations in individual cases
- Reviews the administrative and legal recourse open to individuals and the proper procedures for filing a complaint alleging a violation of applicable law or regulations, or for appealing a determination made by the agency
- Uses judgment to identify and select the most appropriate procedures to use, choose from among several established alternatives, or decide which precedent action to follow
- Applies regulations, policies and procedures governing pay and other types of financial transactions sufficient to convey information to customers and other interested parties; researching customer accounts, policies and procedures to identify discrepancies and suggest solutions; explaining pay and different types of financial processes; referencing various technical materials; conveying options and resolving problems within automated systems
- Initiates action to trace missing documents or records, to enter additional information into the individual's records, and to correct discrepancies in records
- Starts action to resolve discrepancies and adjust agency records that may be incomplete or erroneous
- Completes standard technician transactions by reviewing documents for missing information, searching records and files; verifying and maintaining records of transactions; and answering routine procedural questions
- Takes action using established instructions, practices, or precedents for processing of payment transactions
- Expert utilization of the following applications within the Defense Retiree and Annuitant Pay System (DRAS): Case Management System (CMS), MXC, MMA, RAPIDS, Automated Disbursing System (ADS), and Master Pin Database (MPDB)
Case Management Specialist
Medical Service Company
09.2016 - 10.2018
- Resolve 85-150 calls per day, address customer inquiries, take orders from patients and providers, explain both DME equipment and insurance coverage questions
- On call 50% of off duty hours
- Manage special projects every quarter
- Accurate data entry
Customer Relations Specialist
Health Span
08.2014 - 09.2016
- Resolve 70 calls per day
- Address customer inquiries, solve problems and provide new product information
- Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Manage a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
Benefits Coordinator
CSI Network
04.2013 - 08.2014
- Manage a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Process 30 daily invoices and bill renewed invoices to clients
- Respond to and resolve all customer service issues in a timely manner
- Enter numerical data into databases in a timely and accurate manner
Data Entry Project Manager
American Seaway Foods
04.2010 - 03.2014
- Address customer inquiries, solved problems and provided new product information
- Enter data for promotional pricing
- Classify mail to clients
- Manage special projects
- Enter numerical data in a timely and accurate manner
Education
Finance, Business Management
Central State University
Wilberforce, OHSkills
- Microsoft Word
- Excel
- Epic
- Lotus Notes
- Windows
- Records maintenance
- Call center operations
- Customer service procedures
- Workflow management
- Creative problem solving
- Communication skills
- Quick learner
- Typing speed
- Database management
Supervisor
Syvella Evans , 216-204-6004
Certification
- Certified Financial Management Certification , Defense Finance and Accounting - [2024]
- [Business Law Certification] - 2025
Timeline
Military Pay Technician
Defense Finance And Accounting Services
07.2021 - Current
Customer Service Representative
Defense Finance and Accounting Service
10.2018 - 07.2021
Case Management Specialist
Medical Service Company
09.2016 - 10.2018
Customer Relations Specialist
Health Span
08.2014 - 09.2016
Benefits Coordinator
CSI Network
04.2013 - 08.2014
Data Entry Project Manager
American Seaway Foods
04.2010 - 03.2014
Finance, Business Management
Central State University
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