SHANNON ROUCHON
Sacramento,CA
Summary
Over 20 years of providing excellent customer service and effective communication. My communication and studies of different cultures and ethnicities assist me in my ability to communicate effectively with many cultures, expert problem-solver and conflict management. Proficient in organizing office files while updating contacts and mailing lists. Highly motivated worker. Very positive, energetic, diplomatic, and tactful with employees, management, and customers. Advanced PC skills: Word, Excel, and outlook.
Overview
17
17
years of professional experience
Work History
Financial Aid Representative
Los Rios
05.2024 - Current
- Assisted in the development of effective financial aid policies that balanced institutional goals with student needs.
- Enhanced student satisfaction with financial aid services by providing timely, accurate, and comprehensive information on available options.
- Coordinated the preparation and submission of all required federal and state reporting documents related to financial aid programs.
- Managed a caseload of student accounts, working closely with parents, faculty, and other stakeholders to address any issues related to tuition billing or outstanding balances.
- Increased accuracy of financial aid awards by periodically reviewing and adjusting award packages based on changing circumstances or new information.
Testing Proctor
City of San Francisco
01.2023 - Current
- Maintained a secure and positive environment conducive to testing
- Secured testing materials and maintained confidentiality of all details
- Administered individual and group assessments according to testing
- Maintained compliance with test center policies, practices, and procedures
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Developed strong communication and organizational skills through working on group projects.
Department of Election Clerk
City of San Francisco
03.2020 - Current
- Processed election ballots
- Input ballots into system
- Prepared mailed ballots
- 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.
Client Specialist
Saint Vincent DePaul Society
07.2023 - 10.2023
- Provided knowledgeable service and support for all customer needs
- Helped a large number of customers every day with a positive attitude and focus on customer satisfaction
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards
- Collaborated with other departments to develop ways to increase customer satisfaction.
Workers' Compensation Specialist
Berkshire Hathaway Homestate Companies
08.2022 - 01.2023
- Collected and tracked evidence in support of legal processes
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims
- Organized, planned and documented materials for Medical claims
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues
- Prepared Claim documents for managers or legal personnel
- Collected Claim information from customers to complete claims and legal files
- Examined claims forms and other records to determine insurance coverage.
Order Fulfillment Associate
Amazon
02.2020 - 07.2020
- Managed returns process efficiently, inspecting returned items for damages and restocking them accordingly in a timely manner.
- Adhered to quality control standards for each order, ensuring that customers received products meeting their expectations.
- Improved pick rates by optimizing routes within the warehouse, reducing travel time between product locations.
- Upheld a positive work atmosphere through consistently displaying an enthusiastic attitude toward fulfilling daily tasks and supporting team efforts toward shared goals.
Temporary Worker
WellSpace Health,Ami Bera,Maximus,Bar Association
08.2016 - 01.2018
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Facilitated insurance claim processing by accurately verifying coverage and submitting necessary documentation.
- Ensured compliance with HIPAA regulations through meticulous handling of sensitive patient information.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collaborated with fellow team members to ensure consistent messaging and seamless coordination of canvassing activities across neighborhoods.
- Maintained a positive attitude and high energy levels throughout long hours of door-to-door outreach, contributing to team morale.
- Increased voter registration rates by effectively communicating the importance of civic participation during door-to-door canvassing.
- Transcribed and entered patient medical information into electronic medical records systems.
- Enabled a smooth testing process by effectively allocating proctoring staff to cover all necessary areas and responsibilities during exams.
- Improved test administration efficiency by identifying opportunities for process improvement and suggesting innovative solutions to streamline operations.
- Contributed to a higher rate of successful test completions by providing clear instructions and answering student queries promptly.
Technical Support Representative
Google
06.2015 - 12.2015
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Translated complex technical issues into digestible language for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed records of customer interactions, noting solutions provided for future reference.
- Configured and tested new software and hardware.
Member Service Representative
Golden 1
03.2013 - 06.2015
- Assisted members with account management, including updating personal information and setting up automated payments.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Help Desk Technician
Xerox
03.2011 - 05.2012
- Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
- Implemented preventative measures that reduced recurring technical issues faced by users, increasing overall efficiency levels.
- Supported end-users in various applications to optimize their productivity and performance.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
Medical Customer Service Representative
Health Net Federal Services
07.2007 - 01.2010
- Streamlined communication between patients and healthcare providers for efficient appointment scheduling and followups.
- Implemented improvements in internal processes to optimize efficiency within the customer service department.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Developed strong rapport with customers through active listening and empathetic responses, promoting long-term loyalty and trust.
- Maintained up-to-date knowledge on industry trends and guidelines to provide accurate information to customers.
Education
Associate of Science - Computer Networking Information Technology
City College of San Francisco
San Francisco, United States12.2022
Associate of Applied Arts - Communication
City College of San Francisco
05.2024
Associate of Science - Cybersecurity
City College of San Francisco
San Francisco, United States12.2024
Bachelor of Arts - Commuunications
Sacramento State
Sacramento, United States12.2025
Skills
- Active Listening
- Creative Thinking
- Excellent Written and Verbal Communication
- HIPAA Regulation Observance
- Data Research and Analysis
- Accuracy and Efficiency in Documentation
- Efficient and Detail-Oriented
- Patient Confidentiality and Data Security
- Exceeding Customer Expectations
- Responding to Difficult Customers
- Knowledge of Community Services and Programs
- Explaining Policy and Procedures
- Help Desk Support
- Customer Communication and Empathy
- Troubleshooting Network Issues
- Hardware and Software Repair
- Microsoft Windows and Office
- Collaborative Team Player
- Microsoft PowerPoint
- Technical Support
- Analytical and Methodical
- 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
- Insurance Form Processing
- Time Management
- Remote Office Availability
- Information Protection
- Data Security
- Disaster Recovery
- Risk Assessment
- Security Planning
- Microsoft Hyper-V Server
- Wireshark software
- Interpersonal Communication
- Computer Skills
- Data Encryption
Accomplishments
- Technology Committee August 2020 to present I assisted with managing all technology at the City College of San Francisco
- Accreditation Committee August 2021 to 2023 Ensure that City College of San Francisco is meeting user standards for further funding
- Budgeting Committee, from August 2020 to the present, assisted with bringing the school into financial compliance
- CompTIA-A+ Certified
Timeline
Financial Aid Representative
Los Rios
05.2024 - Current
Client Specialist
Saint Vincent DePaul Society
07.2023 - 10.2023
Testing Proctor
City of San Francisco
01.2023 - Current
Workers' Compensation Specialist
Berkshire Hathaway Homestate Companies
08.2022 - 01.2023
Department of Election Clerk
City of San Francisco
03.2020 - Current
Order Fulfillment Associate
Amazon
02.2020 - 07.2020
Temporary Worker
WellSpace Health,Ami Bera,Maximus,Bar Association
08.2016 - 01.2018
Technical Support Representative
Google
06.2015 - 12.2015
Member Service Representative
Golden 1
03.2013 - 06.2015
Help Desk Technician
Xerox
03.2011 - 05.2012
Medical Customer Service Representative
Health Net Federal Services
07.2007 - 01.2010
Associate of Science - Computer Networking Information Technology
City College of San Francisco
Associate of Applied Arts - Communication
City College of San Francisco
Associate of Science - Cybersecurity
City College of San Francisco
Bachelor of Arts - Commuunications
Sacramento State
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