Shatonia J Spain
Durham,NC
Summary
Dependable and customer-focused professional with a strong industry background. Thrives in fast-paced work environments and adapts to changing daily needs. Demonstrates effective customer service skills with meticulous attention to detail and a hardworking approach. Actively seeks opportunities to exceed expectations, enhance processes, and drive increased customer satisfaction. A reliable team member accustomed to taking on challenging tasks and dedicated to contributing to business success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Representative
FIDELITY INVESTMENTS
Durham, NC
10.2023 - Current
- Customer inbound calls
- High Call Volume Setting
- Assist customers with online navigation
- Process loans and withdrawals
- Explain plan rules
- Provide satisfactory customer experience
- Ability to sit long periods at a time
- De-escalate without assistance
- Showing empathy on each call
Agency Consultant
PROGRESSIVE CASUALTY INSURANCE
02.2021 - Current
- Assist customers with a warm and professional attitude
- Processed customer payments and refunds
- Handled concerns with billing issues and policy inquiries
- Patiently guiding customers through emails and required signed documents
- Understanding different policy and state specifics
- Ongoing training to ensure knowledge of all aspects of the job
Certified Dietary Manager
THE FOREST AT DUKE
04.2017 - 12.2020
- Promoted strategies to improve the quality of life for diverse individuals with an optimized diet
- Hiring, training and scheduling
- Ensured compliance to all Code of Business Conduct and maintained processes according to State and Federal laws
- Effectively delegates authority to department supervisor staff to ensure effective flow of materials and services
- Other responsibilities include nutrition consulting, meal planning, inventory control, budgeting and purchasing
- Communicate with food production staff regarding resident/guest attendance percentages and menu usage factors
- Hands-on leader for all the dining service activities
- Created or updated payroll records by entering changes such as exemptions and insurance coverage
- Sorted data department-wide and distributed payroll information to HR and accounting departments for payment approval and issuance
Business Office Administrator (PRN)
PETTIGREW REHABILITATION CENTER
03.2017 - 05.2019
- Prepared and recorded all invoices for the community
- Worked with department managers regarding their receipts and invoices, prepared batch headers, and followed up, as necessary, with the A/P department and vendors
- Maintained A/P accounts in the system, verified and approved vouchers in the system, and prepared and entered end of month A/P accruals effectively manage all facets of accounts receivables
- Maintain appropriate internal controls related to business office functions
- Openly support facility efforts to provide exceptional customer service and increase case volume
- Insurance Verification
- Order and maintain stock of office supplies and printer toner
- Cleaning and organizing the kitchens and the overall office space
Administrative Assistant (Seasonal)
INDULGE IN A DAYE, LLC
05.2016 - 05.2018
- Managed communications between team members, customers and vendors to keep operations efficient and successful
- Clerical Data
- Verified the information submitted to identify and resolve discrepancies with payroll and employee personal data
- Trained employees on how to accurately use the organization's time keeping system and avoid payroll delays
- Compiled accounting reports, statements and summaries covering monthly, quarterly and yearly payroll information
- Processed time-sheets and calculated payments owed to the organization's salaried and hourly employees
Dietary Aide
THE FOREST AT DUKE
01.2013 - 04.2017
- Evaluated all menus and prepared required food items
- Performed regular inspections of all diet trays to ensure compliance to all resident requirement
- Maintained record of all menu changes and processed all new diets for nursing department
- Developed and revised master menu on regular basis and recommend modification as per requirement
- Monitored nutritional requirements for all therapeutic diets and ensure adherence to all policies
Customer Service Associate/ Sales Support
JC PENNY CORP
01.2011 - 01.2013
- Communicated with customers via phone, email, and chat and helped customers to navigate the company's website to place orders online
- Ensured to generate an atmosphere of hospitality and flexibility with the guests
- Utilized appropriately the cash management practices and procedures
- Ensured to keep the store in a clean and safe environment
- Processed orders and coordinated delivery schedules to meet customer needs
Education
Early Childhood Education -
Durham technical community college
12.2024
Business Administration -
Strayer University
12.2024
High school diploma -
Southern High SCHOOL
01.2015
Skills
- Resolution Strategy Development
- Critical Decision Making
- Strong Ethical Standards
- Effective Team Effective Leadership
- Effective Time Operational Oversight
- Structured Task Coordination
- Team Management
- Account Relationship Management
- Collaborative Relationship Development
- Effective Problem Resolution
- Staff Management
- Efficiency Enhancement
- Clear Communication
- Strong Written Communication
- Experienced in Software Navigation
- Expertise in Microsoft Office Suite
- Jabber Proficiency
- Experience with Avaya Solutions
- Expert Precision
- Microsoft Teams Collaboration Skills
- Leadership
- Customer Engagement
- Analytical Problem Solving
- Manage Scheduling
- Skilled in Microsoft Office Tools
- Patient Data Administration
- Experience with HIPAA Standards
- Cash Handling Expertise
- Management
- Efficient Data Entry
- Skilled in Simultaneous Task Execution
- Collaborative Team Member
Certification
- ServSafe, 2018
- Certified Dietary Manager, 2020
Timeline
Customer Service Representative
FIDELITY INVESTMENTS
10.2023 - Current
Agency Consultant
PROGRESSIVE CASUALTY INSURANCE
02.2021 - Current
Certified Dietary Manager
THE FOREST AT DUKE
04.2017 - 12.2020
Business Office Administrator (PRN)
PETTIGREW REHABILITATION CENTER
03.2017 - 05.2019
Administrative Assistant (Seasonal)
INDULGE IN A DAYE, LLC
05.2016 - 05.2018
Dietary Aide
THE FOREST AT DUKE
01.2013 - 04.2017
Customer Service Associate/ Sales Support
JC PENNY CORP
01.2011 - 01.2013
Early Childhood Education -
Durham technical community college
Business Administration -
Strayer University
High school diploma -
Southern High SCHOOL