Sheena Hunter
Woodbridge,United States
Summary
Dedicated Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Well-informed about devising innovative solutions to diverse business concerns and goals. Strategic and forward-thinking leader with self-motivated and tactical mindset. Excellent relationship-building and critical thinking skills with determined and decisive nature.
Overview
17
17
years of professional experience
Work History
Legal Administrative Specialist
Office of Personnel Management
08.2023 - Current
- Determined initial eligibility under the Federal Employees' Health Benefits Program and Postal Service Health Benefits Program, authorize and implement changes in enrollment.
- Reconstructed enrollment records of annuitants and reconcile enrollments with the various participating health insurance carriers.
- Adjudicated difficult and complicated benefit eligibility and entitlement coverage.
- Served as liaison with various health insurance carrier offices.
- Reconciled insurance actions and records to determine annuitant benefits.
- Communicated professionally with clients, colleagues and legal partnership verbally and in writing.
- Developed and maintained positive relationships with clients and colleagues.
- Prioritized and handled multiple assignments and maintained firm commitment to deadlines.
- Experienced advising customers regarding recording options, procedural, and statutory requirements.
- Provided technical support and guidance to both internal and external customers on the electronic features and capabilities of automated systems.
- Created a repository of standard responses and making recommendations for accurate changes to responses.
Service Representative
Social Security Administration
09.2017 - 08.2023
- Provide assistance to beneficiaries and the general public in person, by telephone, or in writing.
- Conduct interviews to determine the nature of the callers and/or in office visitor question or issue. Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs’.
- Perform complex, varied, nonstandard tasks requiring application of laws, regulations, policies and procedure.
- Explained various alternatives open to the claimant and advise on the most appropriate course of action.
- Assignments involve making decisions on a variety of post-entitlement matters often involving sensitive situations.
- Decide when critical payment system (CPS) and/or immediate payment (IP) procedures should be used in sensitive or dire need situations.
- Investigates case situations and reconciles discrepancies causing interruption in receipt of monthly benefits or Medicare payments; pursues to completion incidents of dissatisfaction with Medicare reimbursement rates or other practices which are remedial through administrative processes.
- Processes even the most complex Social Security Number applications.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Returns Support Coordinator
NonstopDelivery, Inc
06.2017 - 08.2017
- Worked with other departmental staff to answer questions and resolve problems.
- Maintained and verified accuracy of records and generated miscellaneous reports.
- Used advanced technology within the reverse logistics program to achieve a comprehensive asset recovery by way of web-based tools for retrieval ordering, tracking and tracing.
- Ensured custom crating and packing to the specifications of the client.
- Answer inbound client calls, reply to emails, act as an information resource, solve problems, interact with multiple departments as well as research and provide information to clients utilizing multiple databases and programs.
- Followed procedures for handling damages, spoils, returns, and out of code merchandise, and for customer credits.
- Affirm that recovered products are repackaged and damaged goods are documented appropriately to be received by vendor.
- Verify that clients handle item returns to vendors satisfactorily.
- Ensure freight get picked up from vendors & shippers in a timely manner, by monitoring orders and follow up with account managers & shipping partners. Assign and tender shipments to preferred carriers to optimize service, capacity and cost.
- Proactively follow up as required to ensure desired service results are secured and issues are communicated to all parties.
- Assist carriers in resolving issues regarding loading, unloading, appointments, unplanned accessorial requests, etc. and communicate to appropriate parties as necessary.
- Maintain excellent communications and service with shipping/receiving locations and carriers.
Relocation Coordinator
JK Moving Services
06.2015 - 08.2016
- Arranged delivery or storage of goods at destinations.
- Calculated weight, volume or cost of goods to be moved.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Arranged, coordinate and monitored each relocating employee’s household goods move from initial notification of the move by the shipping agency through completion of all move-related transactions according to the General Services Administration Centralized Household Goods Traffic Management Program (CHAMP).
- Conduct entitlements counseling with employees of government services agencies according to the guidelines set forth in the General Services Administration Centralized Household Goods Traffic Management Team (CHAMP), Household Goods Tender of Service (HTOS), Request for Offers (RFO), and Federal Travel Regulations (FTR) Prepare shipment documentation (Government Bill of Ladings, Commercial Bill of Ladings) according to agency/client guidelines. Order the pre-move survey.
- Assign and tender shipments to preferred carriers using transportation management system (TMS) to optimize service, capacity and cost.
- Monitor shipments to ensure on-time pick-up and delivery utilizing TMS & Microsoft Excel.
- Manually tender load(s) that have not been accepted through the TMS waterfall carrier selection process by calling carriers to verbally secure capacity to cover the load(s) as required.
- Developed and maintained courteous and effective working relationships.
- Receive, review and approve survey results and obtain written authorizations from the shipping agency/corporate client as needed.
- Counsel the employee regarding any excess cost related services not covered by their government agency/corporate client prior to the performance of the service. Maintain contact with the employee and TSP throughout the relocation process.
- Arrange and monitor Storage in Transit and counsel the employee on any excess cost related to exceeding government or corporate authorization for storage.
- Assist the employee or shipping agency with claims preparation, filing and settlement assistance.
- Maintain and Update Data entry on all assigned shipments
Collections Representative
Comcast
04.2013 - 01.2015
- Operate keyboard and other data entry device to input data into computer
- Negotiated to collect balance in full.
- Maintained record of completed work
- Typed memos, correspondence, reports, and other documents
- Filed correspondence and other records
- Answered telephone/gave information to callers/routed calls to appropriate official
- Investigated customer complaints about service or billing
- Corresponded with billing, sales or service to obtain facts regarding customer complaints
- Processed bankruptcy, payment plans, and provided payment extensions
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Processed payments and applied to customer balances.
Guest Service Rep
Flyers Inn
11.2012 - 11.2013
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collected room deposits, fees and payments.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
- Process guest arrivals and departures, including all necessary payments.
- Handle & coordinate room assignments and pre-arrivals.
- Assist with the check-in and check-out of groups and tours.
- Assist other departments as required.
- Effectively & professionally answering the telephone and dealing with inquiries.
- Receiving deliveries, couriers, incoming faxes & arranging distribution to recipients.
- Logging information on calls received and maintaining detailed records.
- Organizing the meeting rooms and overseeing visitor car parking.
- Scanning documents and updating internal systems. Archiving paper files (and coordinating off site filing resources).
Guest Services Lead Representative/Reservationist
Eagles Rest Inn
06.2007 - 10.2012
- Book reservations for major groups visiting the base such as dignitaries, duty pax, air crews, transient and hotel guests
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answer guests questions or concerns, either on the phone or in person
- Offer customer an array of hospitality services to increase the value of the sale
- Communicate daily reservations to all staff members
- Notify special requests to front desk, concierge, maintenance, and housekeeping staff
- Supervised daily activities of three or more employees engaged in all facets of hotel operations
- Validated contents, documented amounts, and opened cash drawers for on duty shift
- Closed out previous shift cash receipts and determined that the receipts matched the previous shifts transactions
- Arranged ground transportation for air crews and other guests
- Evaluated situation that require prompt responses due to accidents that occurred on hotel premises
- Assess knowledge level of colleagues and compared experience against training standards, and arranged for or conducted required training
Education
Master's degree - Education
Ashford University
San Diego, CA02.2017
Bachelor of Arts - Applied Behavioral Science and Sociology, Criminal and Social Justice
Ashford University
11.2014
Skills
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Networking and Partnership Development
- Work Complaint Handling
- Communications Strategies
- Transportation and Logistics Coordination
Timeline
Legal Administrative Specialist
Office of Personnel Management
08.2023 - Current
Service Representative
Social Security Administration
09.2017 - 08.2023
Returns Support Coordinator
NonstopDelivery, Inc
06.2017 - 08.2017
Relocation Coordinator
JK Moving Services
06.2015 - 08.2016
Collections Representative
Comcast
04.2013 - 01.2015
Guest Service Rep
Flyers Inn
11.2012 - 11.2013
Guest Services Lead Representative/Reservationist
Eagles Rest Inn
06.2007 - 10.2012
Master's degree - Education
Ashford University
Bachelor of Arts - Applied Behavioral Science and Sociology, Criminal and Social Justice
Ashford University