Shannon Rouchon
Sacramento,CA
Summary
Over 20+ years providing excellent customer service Effective communicator - oral and written Excellent problem solving and conflict management skills Sustain in organizing office files while updating contact and mailing lists Highly motivated worker, friendly, energetic, and prioritizing Diplomatic and tactful with employees, management and customers Advanced PC skills; Word, Excel, and Microsoft Office Outlook Authorized to work in the US for any employer
Overview
15
15
years of professional experience
Work History
Community resource center representative
Pacific Gas and Electric Company, Southwest Strategies
San Francisco, CA
10.2021 - Current
- Assisted displaced families during outages and evacuations
- Processed intake paperwork and uploaded it into the system
- Managed outage hotline
- Directed displaced families to correct locations
- Facilitated resident retention process and renewal paperwork.
- Delivered input regarding how to continually improve community and enhance resident relations.
- Responded to requests for information from media or designated appropriate spokesperson or information source.
Election Clerk
Department Of Elections
San Francisco, CA
03.2020 - Current
- Processed election ballots
- Input ballots into system
- Prepared mailed ballots
- Various, Position's
- State of California Bar Association.Tax Audit, Sherry Berries, The Gap and 4th and Hope
- Distributed ballots to voters and answered questions concerning voting procedures.
- Collected necessary information from voters to determine correct voting location and ballot.
- Created fair, non-partisan environment to protect free choice of voters.
- Counted over ballots to prepare official reports of election results.
- Used software to perform data entry and prepare correspondence.
- Obtained signatures and recorded names of voters to prevent voting of unauthorized persons.
- Provided excellent customer service to individuals requesting information in accordance with company guidelines.
Amazon Fulfillment Associate
Amazon.com
South San Francisco, CA
02.2020 - 06.2020
- Unloading of delivery trucks
- Stowing of packages
- Processing packages into Amazon system.
- Reviewed daily queue report to confirm all orders were processed within shipping system as scheduled.
- Unloaded incoming trucks and properly staged inventory for processing.
- Operated frequency scanners to track shipment progression and input data into shipping system.
- Cross-trained new associates on picking and filling orders for warehouse products.
Customers Service Representative
The Gap
Sacramento, California
08.2019 - 12.2019
- Informed customers about special promotions and provided detailed information for various products.
- Demonstrated items to customers and created customer awareness, interest and sales.
- Responded to customer calls and emails to answer questions about products and services.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Customer Service Representative
Bonney Plumbing
Rancho Cordova , CA
04.2018 - 09.2018
- Answered questions from customers regarding plumbing materials and products.
- Built lasting client relationships through effective communication and prompt issue resolution talents.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Developed strong rapport with customers and created positive impression of business.
Customer Service Specialist
Tax Audit
Folsom, CA
01.2018 - 04.2018
- Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
- Developed in-depth knowledge of client business and industry through direct interaction while working on various aspects of engagement.
- Researched and analyzed specialized tax laws, rules and regulations and analyze pertinent client, industry and technical matters to remain current on tax legislation.
- Secured and properly handled confidential data to protect against unauthorized access, improper transmission and unapproved disclosure.
Temp Worker
WellSpace Health,Ami Bera,Maximus,Bar Association
Sacramento, California
08.2016 - 01.2018
- Secured testing materials and maintained confidentiality of all details.
- Maintained compliance with test center policies, practices and procedures.
- Maintained secure and positive environment conducive to testing.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Increased team efficiency by communicating frequently with coworkers about traffic and weather conditions.
- Collected and documented voter opinions on local, regional and national topics.
Technical Support
Google Inc
Mountain View, CA
06.2015 - 12.2015
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Promoted efficiency among departments with prompt resolution of system issues.
- Used ticketing systems to manage and process support actions and requests.
- Provided documentation on troubleshooting of technical processes to support desk staff.
Member Service Representative
Golden 1 Credit Union
Sacramento, CA
10.2013 - 04.2015
- Process loan payments, submit fraud claims and disputes and opened and closed visa debit cards
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
POS Help Desk/Provider
Xerox
Sacramento, CA
03.2011 - 05.2012
- Processed electronic claims and sent back correction when
- Created and implemented diverse educational strategies to boost development.
- Provided basic end-user troubleshooting and desktop support.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Maximized use of hardware and software by training users and interpreting instructions.
Customer Service Representative
Health Net Federal Services
Sacramento, CA
07.2007 - 01.2010
- Assisted beneficiaries and providers with Tricare coverage questions
- Assisted in beta testing of new Tricare operating systems and processed Tricare applications
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Debt Relief Counselor
Freedom Debt Relief
Sacramento, CA
07.2006 - 07.2007
- Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations.
- Received and submitted customer payments to further reduce open account balances.
- Negotiated with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions or payment plans.
- Interviewed clients by telephone or in-person to gather financial information.
- Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
Service First Representative
McKesson Corporation
Sacramento, CA
05.2005 - 06.2006
- Assisted pharmacies with placing orders and troubleshot telzon devices
- Worked with fema during hurricane Katrina to ensure pharmacies received products
- Prepared bills for clients and submitted required paperwork to insurance companies.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Monitored inventory levels to inform pharmacists of shortages and facilitate resupply.
Telesales Representative
Apple Computer Inc
Sacramento, CA
10.2003 - 10.2004
- Answered 100 calls a day
- Documented customer orders and processed accurate payments for products, warranties and support contracts.
- Partnered with computer sales team and other store personnel to deliver unparalleled customer support and maximize revenue.
- Supported back-end team in keeping computer technology organized and locating desired items for customers.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Education
Computer Networking
City College of San Francisco
Skills
- Active Listening
- HIPAA Regulation Observance
- Creative Thinking
- Voting Procedures
- Reading Comprehension
- Call Answering and Routing
- Data Research and Analysis
- Registration Paperwork
- Administrative Support
- Warehouse Logistics
- Order Picking and Processing
- Labeling and Boxing
- Accuracy and Efficiency in Documentation
- Team Meetings
- Item Ticketing and Pricing
- Security Practices
- Available Nights, Weekends and Holidays
- Excellent Written and Verbal Communication
- Exceeding Customer Expectations
- POS Inventory System Operation
- Emergency Services
- Communications Strategies
- Work Orders
- Customer Needs Assessments
- Patient Confidentiality and Data Security
- Efficient and Detail-Oriented
- Knowledge of Community Services and Programs
- Responding to Difficult Customers
- Explaining Policy and Procedures
- Confidential Data Protection
- Atypical Return Processing
- Year-End Tax Provision Proficiency
- Student Rapport-Building
- Proctor Training
- Educational Best Practices
- Test Confidentiality
- Help Desk Support
- Troubleshooting Network Issues
- Hardware and Software Repair
- Microsoft Windows and Office
- Collaborative Team Player
- LAN and WAN Assessment
- VMware Virtualization
- Microsoft PowerPoint
- Technical Support Triage
- Analytical and Methodical
- Customer Communication and Empathy
- Transaction Error Identification
- Upselling Products and Services
- Auditing Procedures
- Balance Verification and Reconciliation
- Data Security and Validation
- Credit Card Applications
- Upbeat and Positive Personality
- Fraud Detection
- Proficiency in Microsoft Office and G Suite
- Communicating to Patients and Families
- Medical Billing
- Insurance Form Processing
- Time Management
Accomplishments
- Technology Committee August 2020 to Present I assist with managing all technology at the City College of San Francisco
- Accreditation committee August 2021 to Present Ensure that City College of San Francisco is meeting iser standards for further funding
- Entrepreneurship club August 2021 to Present The representative for my club assisted with setting up events as well as taking notes for inter counsel club meetings
Timeline
Community resource center representative
Pacific Gas and Electric Company, Southwest Strategies
10.2021 - Current
Election Clerk
Department Of Elections
03.2020 - Current
Amazon Fulfillment Associate
Amazon.com
02.2020 - 06.2020
Customers Service Representative
The Gap
08.2019 - 12.2019
Customer Service Representative
Bonney Plumbing
04.2018 - 09.2018
Customer Service Specialist
Tax Audit
01.2018 - 04.2018
Temp Worker
WellSpace Health,Ami Bera,Maximus,Bar Association
08.2016 - 01.2018
Technical Support
Google Inc
06.2015 - 12.2015
Member Service Representative
Golden 1 Credit Union
10.2013 - 04.2015
POS Help Desk/Provider
Xerox
03.2011 - 05.2012
Customer Service Representative
Health Net Federal Services
07.2007 - 01.2010
Debt Relief Counselor
Freedom Debt Relief
07.2006 - 07.2007
Service First Representative
McKesson Corporation
05.2005 - 06.2006
Telesales Representative
Apple Computer Inc
10.2003 - 10.2004
Computer Networking
City College of San Francisco
Similar Profiles
DAN ERWINDAN ERWIN
Electric Program Manager (Principal) - Safety Casual Evaluation and Support at Pacific Gas and Electric CompanyElectric Program Manager (Principal) - Safety Casual Evaluation and Support at Pacific Gas and Electric Company
Rainier DiazRainier Diaz
Utility Machine Operator at Pacific Gas and Electric CompanyUtility Machine Operator at Pacific Gas and Electric Company
Thomas AkersThomas Akers
Chief Architect – Operational Business Intelligence at Pacific Gas and Electric CompanyChief Architect – Operational Business Intelligence at Pacific Gas and Electric Company