Shawna Hamilton
Franklin Furnace,OH
Summary
Over the past 30 years, I have had experience in collections and credit with strategic problem-solving skills, along with customer service experience and accounts receivable management. I am continually working to diversify my skills and my personal development. I have strong verbal and written communication skills, and am able to work in a team-oriented, or individually motivated settings.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
State Of Ohio, BWC, Contact Center
2022.08 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information to employers and injured workers
- Resolved customer complaints with empathy and knowledge of BWC processes.
- Assisted customers in navigating company website and creating OHIDs, improving overall user experience.
- Exceeded performance metrics consistently, receiving kudos on weekly surveys.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Answered constant flow of customer calls with minimal wait times. As of December 2023, taken 1,668 interactions, including 1,354 calls, 122 emails, and 105 chats.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Joined Emerging Professionals ERG, along with the sub-committee for Networking.
- Attend training and professional development courses online.
STRATEGIC ACCOUNTS RECEIVABLE SPECIALIST
Aramark Uniform Services
2017.01 - 2022.08
- Accounts Receivable Specialist for strategic accounts of Avis, State of Illinois, PetSmart Siemens, and Facebook; started out in Production within the Strategic team, and within 3 months, acquired the Retail vertical.
- Accomplishments: Strategic Collections Mentor for 2 1/2 years, consistently meet metrics for call goals and quality.
- Provide exceptional service and attention to customers.
CREDIT AND COLLECTIONS MANAGER
Lute Supply Inc
2014.11 - 2017.01
- Accounts receivable for 15 branches of Lute Supply; Approved and oversaw credit application process and determined amount of credit to issue to customers; Reconciled bank statement on daily basis.
- Accomplishments: Achieved collecting 120+ from 6% + when I started to 0.20% when I left the company.
- Performed research and due diligence to resolve issues in timely manner.
- Collaborated with legal resources and recovery teams to manage default issues.
- Reached out to customers to discuss late payments and options for remitting amounts due.
- Managed daily posting of payments to customer accounts.
- Reviewed credit records to evaluate customer histories.
Hygiene Coordinator
Dr. Tracy Murray, DDS
2011.07 - 2014.11
- Kept schedule filled for 3 hygienists in a fast-paced dental office Called recall patients to schedule future appointments; Developed a spreadsheet to keep track of patients that cancelled without rescheduling & contacted to reschedule; New Patient cancellations; and New Patient equalization between hygienists.
- Accurately collected and recorded patient medical and dental histories.
- Accomplishments: Maintained most New Patients (15-20/month) out of 14 office workers, Leader in # of recall patient appointments in office.
- Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
DATA ENTRY
Vitacost.Com Inc.
2011.01 - 2011.05
- Entered data fora e-commerce company in vitamin and supplement industry; Used Endeca software, compare and save and other company software programs.
INSURANCE AGENT
Bankers Life And Casualty Company
2007.05 - 2010.09
- Prospect and set insurance appointment in order to sell Medicare Supplements, Life Insurance, and Long-Term Care Insurance; Developed and maintained client relationships.
- Assist in training new insurance agents.
- Achieved 30 applications in 90 days 3 times; Consistently in top 10 performers for Greensboro/Roanoke offices; Received 2nd place trophy for number of applications in 30 day period; and Participated in Winner's Edge and Building the Practice Training classes for Career Agents.
- Analyzed customer needs and provided best options, upselling products and services.
BRANCH OFFICE MANAGER, LENDING & COLLECTIONS ADMIN
American General Finance Corporation
1994.07 - 2006.11
- Attended civil and bankruptcy court, and also prepared judgment and garnishments.
- Coached new employees coming in as manager trainees.
- Approved underwriting for consumer loans, which included lines of credit and home equity
- Oversaw loan process from origination through closing to ensure every client received exemplary service.
- Oversaw training and daily performance of 6 staff.
Education
MBA - HEALTH SYSTEMS ADMINISTRATION
GRAND CANYON UNIVERSITY
Phoenix, AZ (online)4 2010
Bachelor of Science - BUSINESS MANAGEMENT
LIBERTY UNIVERSITY
Lynchburg, VA4 1994
Bachelor of Science - Business Communications
Arizona State University
OnlineSkills
- Investigative research
- Staff Training
- Effective team player
- Task prioritization
- Oral and written communication
- Dependable and reliable
- MS Office proficient
- Detail-oriented
- Product Knowledge
- Data Entry
- Report Generation
- Complaint resolution
- Call Management
Timeline
Customer Service Representative
State Of Ohio, BWC, Contact Center
2022.08 - Current
STRATEGIC ACCOUNTS RECEIVABLE SPECIALIST
Aramark Uniform Services
2017.01 - 2022.08
CREDIT AND COLLECTIONS MANAGER
Lute Supply Inc
2014.11 - 2017.01
Hygiene Coordinator
Dr. Tracy Murray, DDS
2011.07 - 2014.11
DATA ENTRY
Vitacost.Com Inc.
2011.01 - 2011.05
INSURANCE AGENT
Bankers Life And Casualty Company
2007.05 - 2010.09
BRANCH OFFICE MANAGER, LENDING & COLLECTIONS ADMIN
American General Finance Corporation
1994.07 - 2006.11
MBA - HEALTH SYSTEMS ADMINISTRATION
GRAND CANYON UNIVERSITY
Bachelor of Science - BUSINESS MANAGEMENT
LIBERTY UNIVERSITY
Bachelor of Science - Business Communications
Arizona State University
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