Shannon White
Houston,USA
Summary
Experienced professional with a track record of delivering results in Human Resources, Management, Training and Development, Administrative roles, Director of Childcare, Project Management, and Customer Service Advocacy. Proficient in Personal Lines Insurance as a licensed agent. Capable of building positive relationships with clients and colleagues to achieve successful outcomes in various industries.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Licensed Insurance Producer
Farmer Insurance
11.2023 - Current
- Deliver exceptional customer service while proactively seeking solutions within compliance and legal requirements.
- Communicate with customers via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
- Receive and respond to inquiries related to insurance matters.
- Interact with customers, agents, and others to resolve moderately complex issues regarding policy provisions and conditions.
- Evaluate and interpret policy information within prescribed authority limits.
- Access account information and communicate while working in multiple systems.
- Use account information, deep product knowledge, and knowledge of compliance or legal requirements to make appropriate recommendations or decisions.
- Document customer interactions and outcomes thoroughly in system.
- Escalate unresolved issues requiring advanced support for further resolution.
- Build knowledge and acumen through self-directed learning.
- Stay informed about underwriting and policy guidelines and other updates including compliance and legal requirements.
- Help maintain department knowledge resources to keep them current.
- Actively listen to customer concerns to identify trends or patterns.
- Recognize opportunities for process improvement and makes recommendations to leadership.
- Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries.
- May work with external vendors to further address customer needs.
- Adhere to assigned, tightly regulated schedule and follow procedures for requesting time off.
Director
Grace Christian School & Daycare
01.2022 - Current
- Managing staff, interacting with parents, and marketing and financial duties.
- Work with children and provide the students with the best possible experience.
- Strong leader with the ability to manage a diverse group of children.
- Effective communicator with a proven ability to interact with both parents and children daily.
- Hiring new staff, providing training, and constantly monitoring staff members to ensure that they are accurately performing assigned duties and responsibilities.
- Contact parents when needed and always readily available to listen to their comments and concerns as well as keep them informed on new developments.
- Continually monitor the facility to ensure that it is a safe and healthy place for children, and that the center is adhering to the proper state codes.
- Continually makes sure that all children have the proper paperwork on file.
- Give center tours and purchase necessary supplies.
Workforce Development Specialist II-(Financial Aid Support Center)
Texas Workforce Commission
11.2018 - 01.2022
- Provide and document client services to individuals who are eligible for the Trade Adjustment Assistance (TAA) program.
- Handle high client volume.
- Provide thorough information concerning benefits provided by the TAA program.
- Conduct comprehensive assessments of job skills through diagnostic test results, in-depth interviewing, and evaluation to identify employment barriers and appropriate employment goals.
- Develop individual employment plans including employment goals and appropriate training plans.
- Provide employment statistical information and determine the need for various prevocational services.
- Provide clients comprehensive information concerning occupational trainings that are available in the local and regional area schools and assist with applying for financial aid.
- Provide clients information related to the availability of supportive services from other programs.
- Apply Federal rules and regulations to approve individual training programs for funding by the TAA program.
- Monitor the educational progress of trainees.
- Accurately enters data and case management notes into The Workforce Information System of Texas (TWIST software).
- May communicate with employers and training providers.
Provider Recruiter-PRC Department
Veterans Evaluation Services
08.2016 - 02.2018
- Make unscripted cold connection calls to individual and group medical providers to recruit them to VES’s nationwide network of providers.
- Arrange conference calls with providers who are references when prospect providers have questions about VES credentialing, training, and examination process.
- Document and maintain detailed notes for communication and exchanges with all potential and current providers; Send preliminary information letters to potential providers, including pay rates for their geographical region, also negotiated rates.
- Assemble and distribute the VES credentialing packet to providers and facilitate the completion of required documents in a timely manner; consistently meets daily, weekly, and monthly provider contact quotas.
- Achieve superior level of productivity in a demanding and high energy environment; communicate and maintain a professional working relationship with department and team members in a friendly/focused environment.
Annual Enrollment Client Service Rep.-Temp
Empyrean Benefits Solutions
09.2015 - 01.2016
- Answers questions and resolves issues based on phone calls, emails, internet inquiries from members, clients and others while maintaining consistent quality.
- Research and respond to enrollment issues.
- Provide problem resolution by effectively communicating with other departments, product vendors, and the participant or client.
- Educate participants, clients, and others on self-service options.
- Receive, distribute and/or own tasks including resolution and appropriate customer support.
- Effectively document and track contacts with participants, clients, and vendors.
- Ensure all interactions with customers (both internal and external) are professional and courteous.
- Escalate appropriate referrals, complaints, grievance and appeals per client requirements.
- Update member data including dependents, change of addresses, etc., ensuring data integrity.
- Completes tasks, generates letters and files associated paperwork.
- Effectively interact with all team members for purpose of resolving participants' or clients' needs.
Revenue Management Representative
AT&T Inc.
04.2013 - 04.2015
- Strong collections and negotiation skills with residential and business customers' accounts through inbound and outbound telephone contact, correspondence, and public contact.
- Provided exceptional customer service.
- Heavy inbound phone contact.
- Make decisions regarding customer's creditworthiness which may result in the restriction, denial, restoration or disconnection of service and/or delay of service connection.
- Performed heavy data entry in a fast-paced call center.
Lead Internet Tech Support-Customer Assistant
AT&T Inc.
10.2010 - 04.2013
- I was able to effectively troubleshoot and resolved Internet and some PC issues escalated from customer support and other department with a 95% success rate.
- Provided daily support to ensure company staff had necessary tools to perform tasks efficiently.
- Provided documentation and hands on assistance, with a positive workflow for the first level of troubleshooting processes to help tech support staff.
- Administers in-house Internet, e-mail and web site connectivity.
- Mentored and trained representatives regarding networking and troubleshooting of data circuits.
- Performed heavy data entry in a fast-paced call center.
- Provided exceptional customer service.
- Serve as liaison between Operations Managers and customer assistants; also, provide lead/supervisor assistance for 90+ agents.
- Took over supervisor calls and resolved customer's issues by providing exceptional customer service.
- Prepared presentations for trainings which I administered to the agents.
- Assisted with recruitment processes, tested, and monitored 15/30 employees, initiated pre-interviews, new hire orientations, championed change for retention of agents, facilitated and took minutes in meetings.
Administrative Assistant
Paychex Inc
09.2008 - 01.2010
- Maintained detailed administrative and procedural processes, which reduced redundancy, improved accuracy, and efficiency to achieve organizational objectives.
- Composed and drafted all outgoing correspondence and reports for managers.
- Oversaw inventory and office supply purchases.
- Managed daily office operations and maintenance of equipment, maintaining accurate records for all business supplies.
- Provided efficient customer service to clients.
- Excelled within deadline-intensive environment, ensuring accurate and on-time completion of all projects and task.
- Managed incoming and outgoing calls for busy payroll office.
- Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research, and development.
- Performed accounts receivable duties including invoicing, cash application, researching charge backs, facilitated and took minutes in meetings.
- Investigated and resolved discrepancies, issued credit memos, reconciled, and responded to customers request for documentation.
Lead Retail Sales Representative
Cricket Communications-Leap Wireless
05.2006 - 04.2008
- Answered customer’s questions regarding the company and its merchandise.
- Computed sales prices, totaled purchases, processed payments and provided 2 years of exceptional face to face customer service heavy cash handling.
- Described merchandise and explain operation of merchandise to customers.
- Greeted customers and ascertained customers' needs.
- Demonstrated use and care of merchandise.
- Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
- Maintained employee records for coaching and development as well as their attendance and records related to sales.
- Recommended merchandise based on customer needs.
- Participated in and spearheaded various incentive programs and contests designed to support achievement of production goals.
- Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.
- Consistently hit and exceeded sales goals by 40%.
- Achieved 90% of monthly quota and grew sales for store more than $20K within two months, earning title as top retail sales representative in Houston region.
- Planned and led three training sessions to promote sales team professional development and sales goal reinforcement.
- Received company Employee Performance Award after maintaining record sales achievement of for six consecutive months in a row.
- Trained and developed and mentored retail sales representatives.
Human Resource Administrative Assistant
New Orleans Visitors Information Center
10.1996 - 01.2000
- Administered compensation, benefits, and performance management systems programs.
- Conducted full cycle employee onboarding and new employee orientation to foster positive attitude toward organizational objectives.
- Effectively maintained employee records.
- Provided 3 years of exceptional face to face customer service.
- Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.
- Directed personnel, trainings, and labor relations activities.
- Handled under staffing, disputes, facilitated and took minutes in meetings, terminated employees and administering disciplinary procedures.
- Identified staff vacancies, recruited, interviewed, and selected applicants.
- Served as a link between management and employees by handling questions, interpreting, and administering contracts and helping resolve work-related problems.
- Member of Executive Management Team developed department's first incentive performance plan which motivated staff and resulted in 25% increase in sales.
Education
Bachelor of Business Management -
Jarvis Christian College
Hawkins, Texas04.2025
Bachelor of Business Management -
LeTourneau College
Houston, TX08.2015
Six Sigma Certification - undefined
AT&T University
Houston, Texas04.2013
Skills
- Proficient in typing at 40 words per minute
- Competent in Microsoft Word features
- Effective team collaborator
- Strong organizational skills
- Proficient in conflict resolution
- Effective public speaking
- Expert in Microsoft PowerPoint
- Advanced Microsoft Excel skills
- Experienced in ProCare system
- Expertise in Kid Kare System
- Strong interpersonal skills
- Effective negotiator
- Effective communicator and presenter
- Goal-oriented mindset
- Results-oriented professional
- Proactively engages in tasks
- Self-motivated worker
- Effective communicator and self-motivated
- Customer loyalty development
- Regulatory policy adjustment
- Insurance sales planning
- Risk management strategies
- Team training
- Client relationship management
- Calendar management
- Conflict resolution skills
- Account management
- Issue escalation management
- Strong attention to detail
- Accurate data entry
- Effective multitasking
- Technical troubleshooting
Accomplishments
- Recruitment/Staffing
- Hiring and retention
- Benefits Administration
- Recruiting/Interviewing
- Training and Development
- Project Management
- HRIS
- Compensation/Payroll
- Employee Benefit
- Employee Coaching
- Human Resources
- Interviewed, hired and trained teams, increasing department productivity and client retention rates.
- Reduced employee turnover by 10% and increased sales.
Affiliations
- Society for Human Resource Management (SHRM), 2010
- HR Houston, 2012
Certification
- Six Sigma Green Belt Certification Training -04/12/2013 to Present
- Licensed Notary since 05/02/2022 to Present
- CDA Certification since 12/8/2022 to present
Timeline
Licensed Insurance Producer
Farmer Insurance
11.2023 - Current
Director
Grace Christian School & Daycare
01.2022 - Current
Workforce Development Specialist II-(Financial Aid Support Center)
Texas Workforce Commission
11.2018 - 01.2022
Provider Recruiter-PRC Department
Veterans Evaluation Services
08.2016 - 02.2018
Annual Enrollment Client Service Rep.-Temp
Empyrean Benefits Solutions
09.2015 - 01.2016
Revenue Management Representative
AT&T Inc.
04.2013 - 04.2015
Lead Internet Tech Support-Customer Assistant
AT&T Inc.
10.2010 - 04.2013
Administrative Assistant
Paychex Inc
09.2008 - 01.2010
Lead Retail Sales Representative
Cricket Communications-Leap Wireless
05.2006 - 04.2008
Human Resource Administrative Assistant
New Orleans Visitors Information Center
10.1996 - 01.2000
Six Sigma Certification - undefined
AT&T University
Bachelor of Business Management -
Jarvis Christian College
Bachelor of Business Management -
LeTourneau College
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