Shari Fein

• Provided support and lead up to twenty-five agents who answered calls for the Centers of Disease Control and Prevention Test Kits Project
• Ensure agents adhered to their schedules using Genesys
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
• Established and oversaw performance targets for call center associates.
• Prepared agendas and took notes at meetings to archive proceedings.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Communicated with teammates through Microsoft Teams, Outlook, and their personal phones
• Helped agents with some of their technical issues
• Use of Amazon WorkSpace, Genesys, and SuccessKPI
• My Team was number one during the project.

• Answer inbound calls and made Outbound calls for Florida Department Economic Opportunity Reemployment Assistance Program
• Was Team Lead, the go-to person whenever the supervisor needed help with training
• Verified facts and/or statements provided
• Fill in questionnaires and upload to DEO Connect website
• Follow walkthroughs and read scripts to obtain information from claimants
• Communicate with teammates through Microsoft Teams
• Use of Amazon WorkSpace and Amazon Connect
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Boosted customer service satisfaction ratings through consistent quality control.
• Educated customers on company systems, form completion and access to services.
• Assisted customers by answering questions and responding to inquiries.

• A Team Lead
• Whenever supervisors were busy, was the person who could answer questions
• Was the go-to person when additional training was needed
• Answer inbound calls and made Outbound calls for the California Department of Public Health
• Answer questions and make appointments for Covid-19 and Influenza vaccinations through myturn.ca.gov
• Set up transportation to vaccination appointments
• Also gathered information for local public health departments for at home vaccinations for Covid-19
• Aided with obtaining Digital Vaccination Record
• Currently answering calls for the California Wildfire, Public Safety Power Shutoff & Drought Line as well as for the Influenza Line
• Read scripts word for word
• Use of Genesys, Microsoft Teams, Medchat, Excel, Word, and Outlook.

• Answered inbound calls for the State of California Employment Development Department
• Answered service & account related questions
• Assisted customers in troubleshooting technical issues over the phone
• Embraced ongoing personal development through regular training
• Navigated through multiple computer applications
• Provided exceptional Customer Service
• Work in a paperless environment where customer privacy is paramount
• Entered case notes into company’s system, documenting issues, troubleshooting, and resolution
• Researched and identified solutions using computer-based resources
• Embraced feedback and coaching
• Aided claimants
• Explained products and benefits
• Provided excellent technical support.

Answered inbound calls and emails for multiple Texas Traffic Violator Schools

• Ensured payments were made by customer for driver records
• Requested Driving Records from Texas Department of Public Safety; forwarded to customers
• Processed debit and credit card and electronic check payments.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Resolved concerns with products or services to help with retention and drive sales.

• Answered calls for multiple Online Traffic Violation Schools
• Resolved issues for customers whose violation was not removed from their record
• Conveyed from the courts regarding acceptance or rejection of Certificate of Completion to customers
• Accepted credit/debit payments.

• CONDUENT
• Answered product, service & account related questions
• Researched and assisted customers in troubleshooting technical training issues over the phone
• Embraced ongoing personal development through regular training
• Navigated through multiple computer applications
• Provided exceptional Customer Service
• Work in a paperless environment where customer privacy is paramount
• Entered case notes into company’s system, documenting issues, troubleshooting, and resolution
• Researched and identified solutions using computer-based resources
• Embraced feedback and coaching
• Aided clients
• Explained products and benefits
• Provided excellent technical support.

• Travel Centers of america/popeyes
• Prepared side dishes
• Washed dishes
• Cleaned store at end of day
• Packaged orders
• Fry cook
• Readied store for business at beginning of day
• Worked multiple shifts
• Worked well in a fast-paced, high-pressure environment
• Maintained a positive relationship with coworkers
• Maintained store cleanliness
• Bused tables
• Prepared food and stocked the fridge
• Restocked supplies.

• Took orders
• Cashier
• Fulfilled orders
• Prepared food
• Washed dishes
• Cleaned facility at end of day
• Worked multiple shifts.

• Act-1 Personnel Services
• Front office help
• Greeted visitors and employees as they entered
• Checked in visitors
• Offered beverages to all visitors
• Answered the phones for a company of over 50 employees
• Either directed callers to correct employee or answered questions
• Addressed queries
• Coordinated food and/or beverages for all meetings
• Cleaned Board Room, Lobby, and Coffee Bar
• All other assignments as assigned.

• Entered insurance fees into HFA and VA websites
• Assignments as they were assigned.

• Transferred data from work tickets into QuickBooks
• Scanned work tickets into QuickBooks
• Attached work tickets to invoices in QuickBooks .

• Entered daily reports into Open Wells data system for my husband who was sub-contracted to Vintage Petroleum
• In communication with the I.R.S
• And the State Franchise Tax Board regarding payroll taxes
• Filed both Federal and State Tax Returns
• Set up Limited Liability Company
• Compiled reports in SharePoint
• Sent business correspondences
• Assisted in correcting and grading tests
• Aided in assembling reports.