SHAWNDRA DUNCAN
Eustis,FL
Summary
Dedicated and self-motivated Customer Service and Administrative Professional with 10+ years of experience providing key leadership and direction in client engagement, database management, and complex administrative support. Proven record of collaborating with internal and external departments to streamline operations and ensure high levels of client satisfaction. Demonstrates strong analytical and problem-solving skills, making competent decisions based on historical data and forecasting. Capable of meeting deadlines and prioritizing assignments to best support organizational goals and objectives. Able to work remotely from a home office environment.
Overview
20
20
years of professional experience
Work History
Owner & Operator
Beni Collections, LLC
Eustis, FL
05.2020 - Current
- Manage all aspects of business operations including client acquisition, bookkeeping, customer service, and inventory management
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed sales presentations to promote product and brand benefits.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Developed business from ground up and prepared records and operations for smooth handover to new owners.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Identified new opportunities for growth, expansion, and diversification.
Customer Service Representative Technician
Transcom
Denver, CO
05.2022 - 03.2023
- Resolved customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Followed up with customers after resolution of issue was complete.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Supported customers with online billing, access and account issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Handled customer service issues by providing guidance or escalating for advanced support.
Security Guard
Allied Universal
Orlando, FL
01.2019 - 05.2024
- Greet, monitor, and authorize entrance and departure of employees, visitors, and other personnel, guarding against theft and maintaining security of premises
- Enforced safety regulations and monitored access control points.
- Developed emergency response plans for various scenarios including natural disasters, medical emergencies, fires.
- Administered first aid for minor medical situations and contacted paramedics for medical emergencies.
- Provided escorts for employees entering and exiting the building after hours.
- Reviewed guest identification and employee credentials to authorize entry onto premises.
- Investigated suspicious activity and reported findings to management.
- Warned persons of rule infractions or violations and evicted violators from premises.
Recreational Program Officer
Lake Correctional Institution
Clermont, FL
01.2016 - 12.2018
- Oversaw the inmate recreation program, coordinating recreational activities such as basketball, volleyball, track, soccer, football, and physical training
Canteen Inventory Reviewer
Lake Correctional Institution
Clermont, FL
01.2014 - 12.2018
- Supervised Canteen operations conducting physical inventories and reviewing/approving purchase orders of $35,000
Protective Management Officer
Lake Correctional Institution
Clermont, FL
05.2011 - 12.2018
- Interviewed victims and perpetrators, reviewed statements and determined if classification allegations appropriately aligned with Prison Rape Elimination Act or Protective Management; investigated reports of sexual assaults, threats, and physical abuse
Disciplinary Report Investigator
Lake Correctional Institution
Clermont, FL
05.2010 - 12.2018
- Initiated investigations at the institution in the disciplinary process, collecting photographs and interviewing witnesses - completing 4070 investigations per week
Front Desk Receptionist & Assistant Tax Preparer
AJ Tax Masters
Mt. Dora, FL
01.2004 - 08.2016
- Handled high volumes of inbound calls, providing assistance to clients with issues filling taxes, educating clients regarding mail notices, and providing status updates for refunds
Correctional Officer
Lake Correctional Institution
Clermont, FL
01.2006 - 05.2010
- Monitored conduct of prisoners in housing unit, or during work or recreational activities, according to established policies, regulations, and procedures to prevent escape or violence
Education
Associate of Science Degree -
Seminole State College
01.2020
Criminal Justice Technology Certificate -
01.2020
Skills
- Planning & Organization Adaptable & Flexible Interpersonal Communication Resourceful Detail Oriented Client Education Inventory Management Data Entry & Analysis Process Improvement Team Management Critical Thinking Tech Savvy
- Microsoft Office Suite Windows CRM Software Internet Applications Proprietary Company Software
- Marketing Tactics
- Business Management
- Human Resource Management
- Customer Relations
- Verbal and Written Communication
References
References available upon request.
Timeline
Customer Service Representative Technician
Transcom
05.2022 - 03.2023
Owner & Operator
Beni Collections, LLC
05.2020 - Current
Security Guard
Allied Universal
01.2019 - 05.2024
Recreational Program Officer
Lake Correctional Institution
01.2016 - 12.2018
Canteen Inventory Reviewer
Lake Correctional Institution
01.2014 - 12.2018
Protective Management Officer
Lake Correctional Institution
05.2011 - 12.2018
Disciplinary Report Investigator
Lake Correctional Institution
05.2010 - 12.2018
Correctional Officer
Lake Correctional Institution
01.2006 - 05.2010
Front Desk Receptionist & Assistant Tax Preparer
AJ Tax Masters
01.2004 - 08.2016
Associate of Science Degree -
Seminole State College
Criminal Justice Technology Certificate -
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