SHANNON PERKINS
Houston,TX
Summary
Dedicated and versatile customer service and administrative support professional with multi-industry experience, with benefit account administration and customer service. Capacity to thrive in a competitive, fast-paced environments. Strong interpersonal and communications skills with the ability to collaborate and partner with individuals/teams, working cross-functionally with all levels. Excellent at multi-tasking and exceptional attention to detail and accuracy with a sense of urgency. Excellent understanding of business operations and analytics tools. Strong interpersonal and written communications skills with the ability to collaborate within all levels in an organization to support business objectives. Recognized as a resilient business partner and acknowledged for high ethical and professional standards.
Overview
21
21
years of professional experience
Work History
Consumer Document Specialist
Vroom
Houston, TX
11.2021 - 03.2024
- Received and reviewed paperwork, including QA'ing documents for individuals wishing to sell their vehicles online, and contacting customers for missing or expired items.
- Responsibilities included processing a high volume of transactions for In and Out-of-State registrations ensuring tax and title documents are completed and processed with high accuracy for all states.
- Verification of all customer documents sent via customer portal. Inclusive of drivers license, vehicle registration and vehicle title.
- Ensure correct pay-off amount was obtained and vehicle liens were accurate with lien holder.
- Coordinated follow up calls and emails for negative equity in deals to ensure all outstanding balances were paid in full to complete the contract.
- Reviewed documents for accuracy, completeness, and compliance with applicable regulations as well as sending DocuSign to the customer.
- Assisted in the Risk Dept., identifying fraudulent documents and running LexisNexis to ensure cx was credit worthy.
Document Specialist
GENEUNT
Houston, TX
04.2021 - 11.2021
- Placed at VROOM as a Document Specialist, Straight Buy Department.
Inventory & Loss Article Clerk
UNITED AIRLINES
Houston, TX
08.2014 - 12.2020
- Facilitated and managed all aspects of the baggage inventory process, preparation, and secondary tracing of claims
- Provided a full service to customers who are looking for unchecked articles left behind when traveling
- Secured and returned lost articles left behind by customers when traveling
- Communicated with customers and stations over the phone and by email
- Volunteered to assist Claims Department process interim claims as needed.
- Key accomplishments: 2018 Customer Contact Center Outstanding Performer
- Created proposal, timeline, as well as the training manual for the Quick Settle process that was implemented throughout all the Customer Contact Centers.
- Volunteered to assist Claims Department with processing & settling domestic Interim Claims from mid-May thru mid-June.
- Became the Inventory & Loss Article Department subject matter expert.
- Learned Kana‐ Fosters Teamwork (Development).
Mileage Plus Customer Service Rep
UNITED AIRLINES
Houston, TX
06.2012 - 08.2014
- Effectively listened, engaged in phone conversations, and built relationships with customers
- Investigated and resolved inquiries regarding MileagePlus policies, procedures, guidelines, promotions and offers
- Researched and redeposited unused upgrades into member’s accounts
- Handled and responded to customers email requests and written correspondence in a timely manner.
- Key accomplishments:
- Volunteered to assist Refunds Department process refunds on a 3-month special project.
Account Manager
VERISOURCE SERVICES INC.
Houston, TX
03.2011 - 06.2012
- Offers proprietary technology that provides the flexibility to offer a variety of personalized services implemented to streamline employee benefit administration.
Client Associate 1
EMPLOYEE BENEFIT SOLUTIONS
Houston, TX
01.2007 - 01.2010
- Offers a complete suite of products and services to meet your needs in this ever-changing world of employee benefits.
Systems Analyst
STAFFMARK
Houston, TX
01.2006 - 01.2007
- Part of Recruit, one of the largest HR staffing firms.
HR Specialist
HEWITT ASSOCIATES
Houston, TX
01.2005 - 01.2006
- Leading provider of benefits administration outsourcing for organizations.
SENIOR BENEFITS SPECIALIST
SAVASENIORCARE (Formerly Mariner Health Care)
Houston, TX
01.2003 - 01.2005
- Provides short- and long-term care.
Education
Associates Applied Sciences -
Stark Technical College
Skills
- Salesforce
- LexisNexis
- Five Nine
- DocuSign
- WorkDay
- PeopleSoft 88HRM
- Google Suite
Timeline
Consumer Document Specialist
Vroom
11.2021 - 03.2024
Document Specialist
GENEUNT
04.2021 - 11.2021
Inventory & Loss Article Clerk
UNITED AIRLINES
08.2014 - 12.2020
Mileage Plus Customer Service Rep
UNITED AIRLINES
06.2012 - 08.2014
Account Manager
VERISOURCE SERVICES INC.
03.2011 - 06.2012
Client Associate 1
EMPLOYEE BENEFIT SOLUTIONS
01.2007 - 01.2010
Systems Analyst
STAFFMARK
01.2006 - 01.2007
HR Specialist
HEWITT ASSOCIATES
01.2005 - 01.2006
SENIOR BENEFITS SPECIALIST
SAVASENIORCARE (Formerly Mariner Health Care)
01.2003 - 01.2005
Associates Applied Sciences -
Stark Technical College