Shauna Gloudon
Summary
Motivated and dependable professional with years of expertise in fast- paced environment utilizing excellent customer service skills. Proficient in job execution and proven track record of success in compliance, detail responsiveness and leadership.
Overview
8
8
years of professional experience
Work History
Customer Operations Agent
Fan Duel
08.2024 - Current
- Deliver comprehensive customer support via email and chat, addressing account management, betting options, technical issues, and effectively resolve customer complaints
- Manage multiple tasks concurrently while adapting to shifting priorities in a fast-paced environment
- Provide exceptional service to customers, ensuring satisfaction and maintaining professionalism under pressure
- Proactively update knowledge and skills by keeping pace with industry changes, enhancing service quality
- Participate in ongoing training sessions to broaden expertise and improve overall performance
- Diagnose and troubleshot minor technical issues, escalating more complex problems to appropriate teams for swift resolution.
Placement Processor
Citrus Family Care Network
02.2020 - Current
- Offered administrative support to capture and transfer information for storage, processing or transmitting.
- Enforced inventory controls by collecting stock location orders and printing requests.
- Liaised with management to complete special projects and provide administrative support.
- Rotated products to maintain quality guidelines.
Customer Service Specialist
SOS Counseling & Consultation Group
07.2019 - 12.2021
- Monitor inbound/outbound calls to assist and advise team members regarding escalations, requests for assistance that may require additional guidance or expertise
- Evaluate service interactions to ensure the highest quality service standards
- Communicate via email and phone with placement providers assisting to address questions related to payments
- Ensure the timeliness and accuracy of placement data impacting key inancial functions such as FSF
- Handle placement and rate audits as needed in collaboration with Finance department.
HR Specialist
The Blair Express LLC
06.2017 - 07.2019
- Maintained HR policies, follow up on completion of probation reviews, collate news items for sharing
- Contributed to the overall improvement of employee engagement and a positive culture across the organization
- Assisted in the development and implementation of human resource policies
- Responded to inquiries regarding organization's policies, procedures, and beneits
- Produced records of completed work requests, managed invoice creation and ensured on-time accounts receivable processing
- Screened resumes for potential candidates, conducted phone and in-person interviews
- Recruited skilled labor for driver positions, assessing for technical expertise and certifications.
Education
Bachelor of Arts - English
Mercy College
Dobbs Ferry, NYSkills
- Data Entry
- Process Control
- Document Review
- Multitasking and Organizing
- Discrepancy Research and Resolution
- HRIS Applications Proficient
- Benefits Administrator
- Procedure Compliance
- Applicant Qualification
- Issue and Complaint Resolution
- Customer Service
- Call Documentation
Timeline
Customer Operations Agent
Fan Duel
08.2024 - Current
Placement Processor
Citrus Family Care Network
02.2020 - Current
Customer Service Specialist
SOS Counseling & Consultation Group
07.2019 - 12.2021
HR Specialist
The Blair Express LLC
06.2017 - 07.2019
Bachelor of Arts - English
Mercy College
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