SHAWNALEEN SLATER
Las Vegas,NV
Summary
Dynamic customer service professional with extensive experience at Select Portfolio Servicing, excelling in conflict resolution and active listening. Highly adaptable team member with a strong work ethic, able to learn new tasks quickly and support the organization in any role where needed. Flexible and dependable worker experienced in taking on a wide range of responsibilities and stepping into any position to keep operations running smoothly while delivering exceptional support in high-pressure situations.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Select Portfolio Servicing
West Valley City, UT
04.2017 - 01.2019
- Delivered exceptional customer inquiries through various communication channels, ensuring timely and effective responses.
- Processed account adjustments and payment transactions with accuracy and attention to detail.
- Collaborated with team members to enhance service delivery and customer satisfaction initiatives.
- Identified customer needs through active listening while navigating complex and emotionally stressful financial situations.
Paralegal
Lexington Law Firm
North Salt Lake, UT
09.2011 - 03.2017
- Supported clients through sensitive financial challenges while maintaining confidentiality and trust.
- Conducted outgoing calls to retain services and resolve account concerns.
- Maintained performance metrics as top performing team member.
- Developed strong relationship-building skills that resulted in successful client retention.
- Gained extensive experience across mutiple legal service products over six years.
- Maintained strict confidentiality, accurate, and professionalism while handling sensitive client information and emotionally charged situations.
Customer Service Representative
C3 Communications
Salt Lake City, UT
10.2010 - 07.2011
- Provided courteous and accurate customer support related to Medicaid Part D pharmacy overrides.
- Maintained strict adherence to quality standards, compliance, and productivity metrics.
- Assisted in training new staff on company policies, procedures, and customer service techniques.
- Delivered calm, reliable assistance to individduals requiring urgent health-care related support.
- Demonstrated patience, compassion, and clear communication while supporting callers facing time-sensitive medical needs.
Customer Service Representative
ACS Xerox
Salt Lake City, UT
08.2009 - 07.2011
- Processed Assumption of Liability transfers accurately and efficiently between account holders.
- Delivered one-call resolutions by addressing customer needs promptly and providing excellent service.
- Handled escalated customer issues with professionalism, delivering exceptional service and effective solutions.
Direct Support Professional Caregiver/Vocational Instructor
El Paso State Supported Living Center
El Paso, TX
04.2004 - 08.2009
- Provided live-in support for individuals with intellectual and developmental disabilities, ensuring a safe and supportive home environment.
- Assisted clients in a vocational setting by helping individuals with higher-functioning skills complete daily tasks and build independence.
- Implemented behavior management strategies to promote positive interactions and reduce challenging behaviors.
- Documented daily activities, care routines, and client progress in accordance with program requirements.
Education
High School Diploma -
San Juan High School
Blanding, UTAssociate of Applied Science -
Utah State University
Logan, UTSkills
- Proficient in Microsoft Word
- Active listening
- Critical thinking
- Data entry & Account Management
- HIPAA-Aware & Privacy Practices
- Creative and analytical thinking
- Excellent time management
- Conflict Resolution & De-escalation
Timeline
Customer Service Representative
Select Portfolio Servicing
04.2017 - 01.2019
Paralegal
Lexington Law Firm
09.2011 - 03.2017
Customer Service Representative
C3 Communications
10.2010 - 07.2011
Customer Service Representative
ACS Xerox
08.2009 - 07.2011
Direct Support Professional Caregiver/Vocational Instructor
El Paso State Supported Living Center
04.2004 - 08.2009
High School Diploma -
San Juan High School
Associate of Applied Science -
Utah State University