Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
service awards
Timeline
AdministrativeAssistant
Shawna Olague

Shawna Olague

Tempe,Arizona

Summary

With a proven track record at Aetna, I excel in delivering exceptional customer service and resolving issues with empathy and efficiency. Mine expertise includes customer satisfaction focus and effective communication, significantly enhancing client loyalty. I thrive in high-pressure environments, consistently exceeding service goals through meticulous attention to detail and a patient, consultative approach.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Remote Customer Service

Aetna
03.2020 - Current
  • Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
  • Provided exemplary customer service during high-volume periods, maintaining composure under pressure while attending to multiple tasks simultaneously.
  • Demonstrated exceptional customer service skills while handling inquiries from clients or customers promptly and courteously.
  • Delivered exceptional customer service both pre-and post-sale, fostering buyer confidence in their investment decision.
  • Provided exceptional customer service both over the phone and via email correspondence, ensuring timely responses to all inquiries or requests for assistance.
  • Stayed current on changing products, services and policies to offer exceptional service to customers.
  • Provided excellent customer service by resolving inquiries related to product availability, order status, and returns.
  • Enhanced customer satisfaction with excellent service, prompt problem resolution, and attention to detail.

Customer Service Representative

T Tech
07.2018 - 03.2020
  • Provided support to fellow cashiers by stepping in during breaks or assisting with complex transactions as needed.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Met customer service goals and exceeded customer expectations.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Juvenile Correctional Officer

County of Riverside Juvenile Hall
11.1999 - 01.2014
  • Responded effectively to emergencies or crises situations, prioritizing safety and well-being of all residents and staff members.
  • Served as a positive role model by demonstrating strong work ethic, integrity, and respect towards others within the correctional setting.
  • Ensured adherence to facility policies and procedures, maintaining a high standard of professionalism at all times.
  • Provided crisis intervention services when needed including assisting in calming down distressed or aggressive residents.
  • Reduced incidents of rule-breaking by implementing effective behavior modification techniques.
  • Facilitated group sessions focused on life skills development, promoting personal growth among offenders.
  • Documented daily activities and progress reports, ensuring accurate record-keeping for each resident''s file.
  • Maintained a secure environment for juvenile offenders with diligent monitoring and supervision.
  • Improved facility safety by conducting thorough and consistent security checks.
  • Assisted in the development of individualized treatment plans tailored to each offender''s needs and progress.
  • Supervised youth's daily activities for school, meals, and recreation time.
  • Developed rapport with offenders, fostering positive relationships to support rehabilitation efforts.
  • Conducted room searches to prevent contraband from entering the facility, maintaining a safe living environment for all residents.
  • Led recreational activities that fostered teamwork, communication skills, and physical fitness among residents.
  • Assisted in the coordination of facility-wide events and activities that encouraged positive engagement among residents.
  • Offered guidance on conflict resolution strategies, helping offenders develop healthy coping mechanisms during their stay at the facility.
  • Prepared, processed and maintained forms, reports, logs, records, and activity journals.
  • Transported juvenile inmates to and from court hearings, medical facilities, classes, or recreational activities.
  • Observed and recorded mental and physical health of each juvenile offender.
  • Worked with juvenile offenders to help in development of decision-making and problem-solving skills.
  • Supervised [Number] inmates during mealtime and recreational time.
  • Completed incident reports when disorder or violence occurs.
  • Made rounds at specified intervals and conducted head counts and roll calls.
  • Built solid relationships with staff and residents to keep institution safe and secure.
  • Established positive working relationships and maintained boundaries with resident offenders.
  • Provided assistance and guidance to inmates regarding daily activities.
  • Conducted security checks of inmates and living areas.
  • Responded to inquiries from inmates and other members of public.
  • Assisted in intake and release of inmates.
  • Interviewed inmates to obtain information and evidence.
  • Prepared reports to document incidents and violations.
  • Investigated and responded to incidents of inmate misconduct.
  • Coordinated with other law enforcement personnel to exchange information.

Education

Bachelor of Science - Criminal Justice

University of Phoenix
Tempe, AZ
04.2006

Skills

  • Customer Satisfaction Focus
  • Friendly customer service
  • Customer assistance and interaction
  • Proficient Customer Service
  • Customer service and support

Accomplishments

  • Documented and resolved [Issue] which led to [Results].
  • Achieved [Result] through effectively helping with [Task].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Collaborated with team of [Number] in the development of [Project name].

Certification

Mortgages 2017

Police Science

GPS system

Microsoft applications

service awards

I received many service working for a variety  of jobs for example attendance, quality, scoring 100% from customers and members. I also have been recommend for service awards because I can work with co worker by training or monitoring them. I have team leads recommend because us my customer service skills in escalations calls and in service calls. I able to work in crisis situations. 

Timeline

Remote Customer Service

Aetna
03.2020 - Current

Customer Service Representative

T Tech
07.2018 - 03.2020

Juvenile Correctional Officer

County of Riverside Juvenile Hall
11.1999 - 01.2014

Bachelor of Science - Criminal Justice

University of Phoenix

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Shawna Olague