Shayne Flanagan
Customer Service Representative
Euclid,OH
Summary
Administrative support professional with over 20-years of experience in customer service and offering versatile management skills, excellent communication skills, and interpersonal skills; builds rapport with senior management, peers, and clients. Ability to juggle multiple priorities and meet tight deadlines without compromising quality.
Overview
34
34
years of professional experience
Work History
Substitute Teacher
Community United Head Start & Day Care
Cleveland, OH
01.2005 - Current
- Analyzed, investigated, responded, and resolved a wide-array of customer complaints and inquires while ensuring the highest level of satisfaction
- Implemented necessary adjustments or corrections to credit card accounts
- Completed forms in accordance with company policy and procedures
- Earned excellent marks on performance reviews, with citations for excellence in areas including work volume, accuracy and quality; ability to learn and master new concepts; positive work ethic; and commitment to providing unsurpassed service
- Trained new hire employees and customer service teams assuring optimal coverage and of client needs.
Customer Service/ Correspondence Specialist
Credit First National Association
Brook Park, OH
03.2005 - 03.2023
- Delivers high-quality service to internal store affiliates and external customers
- Under general supervision, and in accordance with established lending policies, responsible for the Automotive Credit Card account program
- Responsible for accuracy and timeliness of reports, resolution of problems, contract with customers as needed, tracking and reordering of card stock.
- Transcribed verbal information into written documents with 85% accuracy.
- Assisted team members by demonstrating key features in Microsoft Suite.
- Read user manuals and administrative materials to determine necessary actions for departmental issues or changes.
- Wrote and updated operational procedures for department of 60 people.
- Transcribed verbal information into written documents with 85% accuracy.
Collections/Customer Service Representative
G. C. Services, Incorporated
Valley View, OH
01.2002 - 01.2003
- Assisted with first party collections on past due accounts
- Applied follow-up notes on customer's accounts
- Processed inbound and outbound calls regarding customer accounts
- Negotiated payment arrangements to complete past due balances
- Handled high volume calls in a timely and professional manner.
Legal Secretary
East Cleveland Law Department
East Cleveland, OH
01.1990 - 01.1997
- Prepared legal paper such as summons, complaints, motions, responses, and subpoenas under the supervision of the Law and Assistant Law Director
- Replenished petty cash fund weekly
- Reviewed legal journals and helped with legal research
- Reviewed incoming documents
- Scrutinized incoming calls and scheduled appointments
- Operated multiple lines and answered client inquiries
- Handled $3000.00 cash or more daily and balanced daily receipt tapes against cash drawer.
Customer Service Aide
Department of Human Services
Cleveland, OH
- Acted as case liaison between client and self-sufficiency coach regarding services
- Handled incoming and outgoing calls regarding confidential case information
- Prepared and e-mailed client information for appointment log sheets
- Processed day care vouchers and distributed daily mail.
Education
High School Diploma -
East Technical High School
Cleveland, OH06-1982
Associate Degree (Medical Administrative Assistant) -
Bryant and Stratton College
Associate Degree (Executive Secretary) -
Market Training Institute
Some College (No Degree) - Health Administration
South University
Warrensville Heights, OHSkills
- Accounting/Bookkeeping
- Business Law and Ethics
- Business Mathematics
- Data Entry
- Keyboarding and Formatting
- Microsoft Suite
- Word Perfect
- Word Star
- Complaint Handling
- Excellent Organizational Skills
- Front-Desk Reception
- Records Management
- Patient Scheduling
- Troubleshooting/Problem Solving
- Typing (55-60wpm)
- Billing and Coding ICD-9
- HIPAA Confidentiality
References
- Mrs. Sally Morrison, Supervisor, Credit First National Association, 6275 Eastland Road, Brookpark, OH, 44142, (216) 326-5000, (216) 362-5249, Sally Morrison@cfna.com, Supervisor (Credit First National Association), March 2005-Present
- Ms. Amber Hughley, Supervisor, East Cleveland Water Department, 14100 Euclid Avenue, East Cleveland, OH, 44112, (216) 681-2200, (216) 254-8187, Supervisor (Water Department), February 1990-Present
- Mr. Joe Dinallo, Teacher, Bryant and Stratton College, 3121 Euclid Avenue, Cleveland, OH, 44115, (216) 771-1700, Teacher, August 2010-Present
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Timeline
Customer Service/ Correspondence Specialist
Credit First National Association
03.2005 - 03.2023
Substitute Teacher
Community United Head Start & Day Care
01.2005 - Current
Collections/Customer Service Representative
G. C. Services, Incorporated
01.2002 - 01.2003
Legal Secretary
East Cleveland Law Department
01.1990 - 01.1997
Customer Service Aide
Department of Human Services
High School Diploma -
East Technical High School
Associate Degree (Medical Administrative Assistant) -
Bryant and Stratton College
Associate Degree (Executive Secretary) -
Market Training Institute
Some College (No Degree) - Health Administration
South University
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