Shannon Rand
Denham Springs,LA
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Evolent Health Care
Remote, Missouri
11.2021 - 06.2024
- Handled customer complaints and inquiries in a courteous and efficient manner
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Developed strong customer relationships and loyalty through effective communication
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Addressed customers courteously using suitable methods and problem-solving skills
- Resolved customer complaints promptly and efficiently.
- Gathered customer feedback through surveys and used the data to improve customer service.
AP Billing Specialist
Frozen Food Express
Lithonia, GA
06.2017 - 10.2021
- Maintained accurate records of onboarding documents to ensure compliance with employment laws and regulations
- Completed paperwork related to background checks, I-9 forms, and tax forms accurately before start employment start date
- Issued background checks and drug screens to new hires to verify authorization to work
- Collaborated with HR personnel to identify areas for additional support during onboarding processes
- Generated invoices for customers and sent them via mail or email.
- Maintained an organized filing system of all transactions and documents related to billing activities.
Accounts Payable Clerk
PTC Trucking
Doraville, PTC Trucking
04.2013 - 06.2017
- Matched invoices to purchase orders and received goods
- Resolved payment discrepancies by communicating with vendors
- Processed a high volume of invoices daily utilizing accounts payable software for accurate record keeping
- Maintained organized records of all payments, including disbursements, invoices and expenses
- Paid vendors with company funds by confirming accurate checks and scheduling payments
- Reviewed employee expense reports for compliance with company policy guidelines.
- Provided support during internal and external audits as necessary.
Onboarding Specialist
Brandsmart USA
Doraville, TX
05.2012 - 06.2017
- Maintained accurate records of onboarding documents to ensure compliance with employment laws and regulations
- Completed paperwork related to background checks, I-9 forms, and tax forms accurately before start employment start date
- Issued background checks and drug screens to new hires to verify authorization to work
- Collaborated with HR personnel to identify areas for additional support during onboarding processes
- Collaborated with leadership teams on initiatives aimed at improving overall organizational performance through effective onboarding processes.
- Provided guidance on benefits enrollment and payroll setup.
- Assisted in creating employee handbooks, job descriptions, and other documents related to onboarding processes.
- Tracked completion of new hire paperwork and ensured accuracy of information provided by employees.
- Organized events such as team lunches or group activities to foster positive relationships between new hires and existing staff members.
- Facilitated communication between managers and new employees throughout the onboarding process.
- Worked closely with human resources department to ensure compliance with company policies regarding hiring practices.
- Provided support in developing training materials for new employees.
- Developed and implemented onboarding plans for new hires.
Education
Master of Business Administration (M.B.A.) - Business Management
Columbia Southern University
Orange Beach, AL05.2022
Skills
- Customer Retention
- Payment Processing
- Follow-up Skills
- Decision Making
- CRM Software Proficiency
- Dispute Resolution
- Shipping and Logistics
- Live Chat Support
- Technical Support
- Conflict Resolution
- Scheduling
- Appointment Scheduling
Personal Information
Title: ONBOARDING SPECIALIST
References
References available upon request
Timeline
Customer Service Representative
Evolent Health Care
11.2021 - 06.2024
AP Billing Specialist
Frozen Food Express
06.2017 - 10.2021
Accounts Payable Clerk
PTC Trucking
04.2013 - 06.2017
Onboarding Specialist
Brandsmart USA
05.2012 - 06.2017
Master of Business Administration (M.B.A.) - Business Management
Columbia Southern University