Shanta Barnett
Cox Fleet
Upper Marlboro,MD
23
years of professional experience
Results-driven professional with expertise in customer engagement, billing accuracy, and operational leadership. Proven ability to enhance client retention and streamline processes for improved service delivery.
Work History
Fleet Client Services Sr Specialist/Billing Specialist
2 Years 11 Months- Managed high-level strategic oversight of Amazon department operations, focusing on relationship management and reporting.
- Scheduled preventive maintenance initiatives to enhance client retention and foster repeat business.
- Addressed customer concerns and inquiries on a daily basis.
- Secured approvals for essential repairs and services, ensuring timely project execution.
- Collaborated with field operations to assign technicians, enhancing overall customer satisfaction.
- Oversaw maintenance transactions from origination through customer custody of repair technicians.
- Directed scheduling team to align service delivery with client needs, improving overall service responsiveness.
- Monitored revenue and churn metrics to ensure competitive positioning in the market.
- Processed billing inquiries and resolved discrepancies efficiently.
- Collaborated with cross-functional teams to streamline billing workflows.
- Developed and implemented best practices for billing operations management.
- Reduced billing errors and customer complaints by conducting regular audits of billing data.
- Provided support to other departments within the organization as needed.
- Analyzed existing workflows and implemented process improvements to enhance operational efficiency in fleet management.
- Directed cross-functional teams to enhance vehicle maintenance scheduling and maximize resource utilization.
- Managed approximately 30+ incoming calls. and emails per day from customers.
Auditor/Estimator
1 Year 3 Months- Produced accurate and timely estimates for commercial dealers, rental companies, and retail customers, ensuring effective resolution of lot and internal damages.
- Ensured customer automobiles met readiness standards for auction sales day.
- Formulated precise reconditioning estimates for body detail and mechanic services, ensuring accuracy in psi measurements.
- Cultivated and sustained advanced technical proficiency in Xtime products.
- Delivered estimates in specified formats to meet internal and external customer expectations.
- Coordinated efforts with procurement personnel to ensure meticulous pricing of parts and supplies for project estimates.
- Tracked repair status and communicated with customers about approved estimates, prioritizing adherence to safety protocols.
- Coordinated and executed supplementary tasks assigned by management, including vehicle transportation during auction events.
- Oversaw customer check-in at auctions, contributing to improved satisfaction and engagement among attendees.
- Executed cash room operations and facilitated payment processing for car bids, guaranteeing precise financial records.
Procurement Officer Specialist
2 Years 9 Months- Managed over 30+ billing processes to ensure seamless and accurate billing for both mechanic shop and mobile service operations.
- Oversaw work-in-progress billing and allocated staff to ensure timely invoicing of customers within seven days.
- Established strong relationships with key suppliers, fostering collaboration and ensuring reliability of product delivery.
- Streamlined billing processes by preparing and dispatching invoices, receipts, and checks while ensuring accuracy and adherence to company standards.
- Coordinated efforts with sales and operations to implement customer onboarding and optimize billing procedures, resulting in enhanced service delivery.
- Compiled and analyzed daily and weekly billing revenue reports for strategic market insights.
- Managed customer interactions through email and phone, ensuring timely acquisition of purchase order approvals and effective resolution of billing inquiries.
- Compiled technician inputs to prepare detailed repair orders, ensuring clarity in service requirements.
- Conducted thorough reviews of VMRS code selections by technicians, ensuring adherence to standard repair time protocols.
- Oversaw daily inventory counts for mechanic shop parts to ensure accurate stock levels.
Customer Service Coordinator
3 Years 3 Months- Managed 24-hour customer assistance center for Ryder roadside emergencies, improving response times and service quality.
- Streamlined service processes by effectively resolving intricate customer concerns through teamwork and managerial support.
- Maintained detailed records of customer interactions to support effective request management and resolution.
- Oversaw logistics procedures, focusing on efficient processing and timely delivery of customer orders.
- Engaged with customers in meaningful conversations to construct detailed and tailored profiles for improved relationship management.
- Analyzed damage estimates for off-lease units, providing detailed explanations of customer responsibilities.
- Organized and prioritized technicians' schedules to maximize repair handling and address service requests promptly.
- Coordinated preventive maintenance schedules for trucks and trailers, maintaining precise records to support fleet reliability and durability.
- Guided new employees through customer service protocols and company policies to ensure adherence to organizational standards.
- Provided essential assistance to rental department, maintaining optimal unit readiness for rental transactions.
Supervisor Inventory/Merchandiser/Loss Prevention Specialist
12 Years 8 Months- Facilitated development of a high-performance environment within a 15-member team while maintaining strong ethical guidelines.
- Analyzed inventory processes and established management strategies to optimize stock levels and decrease shrinkage.
- Supervised daily workflows to ensure alignment with organizational policies and procedural guidelines.
- Guided staff through comprehensive training on effective customer service strategies and in-depth product knowledge.
- Supervised product receipt, storage, and shipment operations; maintained precise inventory records and upheld building standards. Led initiatives for product management, ensuring optimal storage and timely shipment; enforced compliance with facility regulations. Directed inventory control processes, overseeing product receipt and shipment; enhanced documentation accuracy and facility upkeep.
- Identified key trends in sales data to optimize and drive targeted promotional initiatives.
- Conducted regular inspections of store equipment to guarantee compliance with safety regulations.
- Oversaw personnel to ensure strict adherence to safety protocols and prompt incident response.
- Resolved performance issues in collaboration with management to enhance customer experience.
- Oversaw key holder responsibilities, including store opening and closing procedures and alarm system management.
- Executed detailed checks of register tills to confirm correct cash handling practices during shift transitions.
- Managed floor stock levels to ensure availability of popular items for customers, supporting sales objectives.
Education
Master of Arts - Organizational Management
- GPA: 3.86 - Dean's List
- Magna Cum Laude
- Sigma Beta Delta - International Honor Society in Business Management and Administration.
- Alpha Sigma Lambada - Honor Society for Outstanding Academic Achievements
- SHRM-CP - May 2022 - Present
Bachelor of Arts - Business Leadership
- GPA: 3.96 - Dean's List
- Magna Cum Laude
- Sigma Beta Delta - International Honor Society in Business Management and Administration.
- Alpha Sigma Lambda - Honor Society for Outstanding Academic Achievements.
- Golden Key International Honor Society - The world's largest collegiate honor society focus on academics, leadership, and services.
- SHRM-CP - May 2022 - Present
Certified Licensed Medical Assistance - Medical Assistance
- Passing the practical hands-on-portion of training completing a clinical externship, and clinical rotation.
- Passing the Certification Exam National Healthcare Association
High School Diploma
- Honor Roll
- National Honor Society
- Computer Club
- Dance Team
- Pom Pom Squad
Skills
Customer engagement skills
Billing accuracy
Invoice processing
Client communication skills
Xtime solutions
Microsoft proficiency
Operational leadership
Supply chain management
Inventory management
Security monitoring
Karmak systems
AS400 system management
SAP proficiency
Mobile solutions
Innovation oversight
Critical analysis
Negotiation tactics
Risk management
Team collaboration
POS System
SAP
Workforce management
Maintenance and Repair
Conducting interviews
Emergency response
Supplier relationship management
Proficient in Mitchell ProDemand
Office administration
Accomplishments
- Customer Focus & Orientation May 2020
Score: Highly Proficient - Responding to customer situations with sensitivity.
- Work style: Professionalism - January 2022
Score: Proficient- Tendency to be accountable, professional, open to feedback, and act with integrity at work.
Affiliations
- Woman's Leadership Group - January 2020- Present
- Manheim React Team - January 2020 - Present
Timeline
Fleet Client Services Sr Specialist/Billing Specialist
Cox Fleet
09.2023 - CurrentRead More
Auditor/Estimator
Cox Automotive
06.2022 - 09.2023Read More
Procurement Officer Specialist
Cox Automotive
09.2019 - 06.2022Read More
Customer Service Coordinator
Ryder System Inc.
06.2016 - 09.2019Read More
Supervisor Inventory/Merchandiser/Loss Prevention Specialist
Best Buy Co Inc
10.2003 - 06.2016Read More
University of Arizona Global Campus
Master of Arts from Organizational Management
Read More
University of Arizona Global Campus
Bachelor of Arts from Business Leadership
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Sanz School
Certified Licensed Medical Assistance from Medical Assistance
Read More
Forestville High School
High School Diploma
Read More