SHEENA R. DUKES
CLARKSVILLE,TN
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in any industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
26
26
years of professional experience
6
6
years of post-secondary education
Work History
Accounts Payable Clerk
US TECH SOLUTIONS
Remote
03.2021 - 10.2021
- Process check requests and expense reports on a regular basis.
- Accurately review, code, and process vendor invoices.
- Perform monthly reconciliations.
- Maintain large number of vendor accounts while staying in compliance with company policies and procedures.
- Perform data entry associated with accounts payable.
- Review and reconcile invoice discrepancies.
- Audit and process credit card bills.
- Address and respond to vendor inquiries.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Prepared vendor invoices and processed incoming payments.
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Processed nightly bills, checks and vendor payments worth over $1,000,000, maintaining detailed records and receipts
Customer Service Representative
CVS Health, Remote
Remote
09.2018 - 03.2021
- Responsible for successfully managing large amounts of inbound and outbound calls.
- (including following communication scripts, handling different topics, and acting as a liaison between our company and its customers.).
- Responsible for evaluating all documents to ensure that appropriate information has been obtained for billing purposes.
- Additional duties for this call center medical services role include: Handling patients, referral sources, and administrative department inquires.
- Communicating with insurance companies and/or prior authorization requests.
- Entering patient information into a customer information system.
- Ensuring customer satisfaction and assisting them with issues/concerns related to their health.
- Serving as a backup when other employees are out due to absent staff members.
- Making decisions as needed off-hours or without supervision to ensure an uninterrupted supply of product to customers.
- Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty.
- Becoming educated in qualifications of multiple insurances to ensure clean order intake.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Administrative/Recruiting Clerk
Commerce
Irving, TX
04.2018 - 08.2018
- Perform administrative activities such as following up on requests for information, ensuring the correct material is provided, and distribution of office materials and incoming mail.
- Maintain correspondence files.
- Monitor personnel/payroll processing activities, resolve and recommend corrective actions using an automated system.
- Communicate with internal and external customers, answering inquiries regarding office procedures, respond to multiple customer demands.
- Creates memoranda and correspondences, reviews for accuracy and procedural compliance on personnel and payroll documentation based on rough drafts or verbal instructions.
- Uses office automation software such as database or spreadsheet to enter, revise, sort or calculate, and retrieve data; graphics software to provide graphic symbols, charts and graphs.
- Operates various office machines such as the copy machine.
- Publish and update job ads on careers pages.
- Schedule interviews.
- Maintain employee records (e.g.
- Vacation and sick leaves).
- Prepare monthly compensation and attendance spreadsheets.
- Screen resumes and job applications.
- Update internal databases with new hires' data (e.g.
- Contact details and bank accounts).
- Distribute physical and digital training material.
- Store, copy and scan company policies.
- Compiled and maintained important records such as [Type], [Type] and [Type] data using [Software].
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Prepared a variety of different written communications, reports and documents to ensure smooth operations
IT Support Specialist
BNY Mellon
Nashville, TN
04.2017 - 01.2018
- Handle inbound calls - Ensures all emails and account issues are answered on a timely manner - Makes appropriate transfer for specific departments - Responsible for investigating and resolving software/hardware problems and connectivity issues for computer users as well as generally assisting users - Also responsible for interviewing users, collecting information about problems, leading users through diagnostic procedures, and handling problem recognition, research, isolation, resolution and follow-up - Responsible for logging and tracking calls using the current ticketing using Remedy database as well as maintaining history records and related problem documentation - Active involvement with firmwide project efforts, participate in testing efforts, and form relationships on behalf of the group with IT staff members and management - Maintain the company's computer services and equipment which included troubleshooting to detect and solve technical problems, installing or updating required hardware and software and recommending computer products or equipment to improve company productivity.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Answered questions and provided information to customers about new software or hardware.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to [Type] technical support needs.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Provided support for networking protocols and characteristics.
- Used ticketing systems to manage and process support actions and requests.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Collections Associate
CBS RADIO
Nashville, TN
10.2016 - 04.2017
- Ensure all customer invoices are paid within terms - Maintain excellent records of collection activity - Ensure all partially paid invoices are cleared by further payment or billing adjustment - Track and clear any and all unapplied cash - Weekly review with Supervisor of all overdue accounts - Maintain good working relationships with customer contacts - Review all invoices for appropriate documentation and approval prior to payment - Sort and distribute incoming mail - Process three- way P.O.
- Matching invoices, up to 100 plus line items - Prioritize invoices according to cash discount potential and payment terms - Process check requests Audit and process credit card bills - Match invoices to checks, obtain all signatures for checks and distribute checks accordingly 1099 maintenance - Respond to all vendor inquiries Reconcile vendor statements, research and correct discrepancies - Assist in month end closing - Ensure compliance with the published policies and procedures.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Worked with customer to create debt repayment plan based on current financial condition.
Service Desk Technician
ASMResearch
Irving, TX
10.2012 - 08.2016
- Provide support for both Veteran Benefits and Veteran Hospitals - Handle inbound calls from Department of Veteran Affairs - Troubleshoot systems, VPN connectives via Citrix Xepp and using Lync as a remote access for a vast amount of clients - Password resets using Active Directory - Provide access and variety of information before giving access to system - Update Outlook security certificates for email encryption - Provide technical software, hardware and network problem resolution to computer and email users by performing question problem diagnosis and guiding users through step-by- step solutions in a call center environment - Communicate technical solutions in a user-friendly, professional manner, provide one-on- one end-user training as needed, assist Network Technicians, troubleshoot network printer problems, and pass more complex end-user problems on to Tier Two - Understands the job requirements and customer's needs - Demonstrates knowledge and skill by successfully completing assignments in a timely manner - Able to diagnose problems, apply effective solutions and determine follow up actions with minimum direction - Adheres to designated work schedule - Responsible for timely and accurate submission of individual scorecard results and metrics contained therein - Internal Customer Satisfaction (Individual) - Individual Quality Monitoring, Proficiency Measurement - Performs complete and accurate entry of data in the customer database - Adheres to all documented customer service processes - Ensures customer orders meet regulatory procedures and guidelines - Performing your job in ordering service parts with the goal of Right Part, Right Place - Right Time, with the Right Attitude on each and every order entry completion.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Analyzed [Type] issues to identify troubleshooting methods needed for quick remediation.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Retained existing clients and developed [Number] new accounts by extending high quality and efficient support service.
- Used [Type] scripting skills to contribute to internal technical tools.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Performed tests of functionality, security and performance of different workstations and devices.
Senior Associate
CSC
Nashville, TN
10.2015 - 04.2016
- Answers telephones and responds to moderately complex customer questions and/or forwards call to appropriate personnel.
- Researches customer inquiries and responds to appropriate parties in a timely manner.
- Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
- Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.
- Performs data entry and matches documents to appropriate accounts to verify up to date and accurate information.
- Interfaces with team personnel, management, and customers in reference to customer service issues.
- Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.
- Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
- Monitors daily transactions to ensure policy and procedures are in accordance with service level agreement.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Maintained constructive team environment through effective mediation of disputes between associates and application of motivational techniques.
- Presented clients with [Type] options to meet diverse demands.
- Promptly addressed concerns, complaints and inquiries to meet customer satisfaction.
- Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
Packaging support
Continental Mills
06.2012 - 02.2014
- Job Description.
- Factory work.
- Moved packages to loading area using lift equipment and conveyor systems.
- Minimized waste and reduced volume of packaging materials used to prepare shipments.
- Maintained neat, clean and safe workspace to avoid hazards and increase safety by [Number]%.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Decontaminated work areas using sprayers to apply cleaning and disinfecting solutions.
- Achieved production targets by maintaining high productivity levels and communicating with team members regarding orders and fulfillment.
- Prepared orders for shipment by inserting associated paperwork, tagging boxes and scanning barcodes to upload package data to tracking system.
- Reviewed orders by inspecting labeling, packaging and contents.
- Trained new employees on warehouse protocols and answered task-related inquiries to help with job role adjustment.
Supply Technician
AECOM/CSA, Ltd, Camp Arifjan
07.2008 - 03.2009
- Supervised 5 foreign national employees and achieved exceptional levels of customer satisfaction through timely, accurate processing and shipping of ammunition.
- Responsible for storage operations; performed safe handling procedures and requirements for the receipt, storage, and issue of ammunition.
- Performed numerous receiving, storage, and shipping tasks.
- Performed monthly, quarterly, and annual item inventories.
- Reviewed and verified quantities received against bills of lading, contracts and purchase requests.
- Verified clerical computations against physical count of stock to adjust errors in computations.
- Supervised healthy inventory systems, monitoring product stock, maintaining receipt files and inputting data into computer spreadsheets for long-term tracking.
- Conducted cyclic inventories and requisitioned stock to meet demanded inventory levels.
- Worked and communicated with clients and customers, adapting to expectations and providing quality goods and supplies on consistent basis.
- Determined causes of discrepancies to make appropriate adjustments to correct inventory records and documents.
- Acted as receiving agent in verifying delivered goods, preparing receipts for purchases and generating quarterly transaction reports.
- Used identification tags, stamps and electronic marking tools to mark stock items.
- Deployed logistics systems and outsourced transportation to maximize efficiency, cost and benefit.
- Managed production levels, identified material shortages and monitored inventory levels to meet order delivery requirements.
Land/Ammunition Manager
US Army
02.2001 - 01.2007
- Conducted Hazardous Cargo Transportation training for the unit, ensuring that at least 20% of the unit was properly trained.
- Responsible for management and accountability of the unit's basic load and training ammunition, worth over $2,000,000.00.
- Maintained 100% accountability of over $30,000 dollars worth of demolition material during Operation Iraqi Freedom.
- Composed and edited correspondence and memos from knowledge of policies relative to established departments.
- Provided administrative support for various departments, resolving a wide range of administrative problems and inquiries.
- Serving as a backup when other employees are out due to absent staff members.
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
- Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
Utility Operator
Black & Decker
05.1992 - 11.2000
- Assembled and disassembled power tools such as miter saws, table saws, grinders etc.
- Repaired devices when necessary, ensuring that 90% of operational equipment was functional at all times.
- Trained new employees on safety and assembly procedures of all equipment within department.
- Documented system performance details, parts orders and service logs thoroughly and filed with appropriate record retention protocol.
- Oversaw machines and task execution to implement changes to improve results.
- Closely monitored equipment to detect and report malfunctions and prevent accidents.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Resolved problems, improved operations and provided exceptional service.
Education
Bachelors - Accounting
Austin Peay State University
Clarksville, TN 01.2019 - 01.2023
AAS - NETWORK ADMINISTRATION SUPPORT
Daymar Institute
01.2012 - 01.2014
High School Diploma - undefined
Seventy-First High School
Skills
Vendor invoice processing
Risk management
Sheet balancing
Accounting remittances
New hire training
Timeline
Accounts Payable Clerk
US TECH SOLUTIONS
03.2021 - 10.2021
Bachelors - Accounting
Austin Peay State University
01.2019 - 01.2023
Customer Service Representative
CVS Health, Remote
09.2018 - 03.2021
Administrative/Recruiting Clerk
Commerce
04.2018 - 08.2018
IT Support Specialist
BNY Mellon
04.2017 - 01.2018
Collections Associate
CBS RADIO
10.2016 - 04.2017
Senior Associate
CSC
10.2015 - 04.2016
Service Desk Technician
ASMResearch
10.2012 - 08.2016
Packaging support
Continental Mills
06.2012 - 02.2014
AAS - NETWORK ADMINISTRATION SUPPORT
Daymar Institute
01.2012 - 01.2014
Supply Technician
AECOM/CSA, Ltd, Camp Arifjan
07.2008 - 03.2009
Land/Ammunition Manager
US Army
02.2001 - 01.2007
Utility Operator
Black & Decker
05.1992 - 11.2000
High School Diploma - undefined
Seventy-First High School