Shelby Bouthner
Baltimore,MD
Summary
Customer service representative with over 5 years of experience in phone, email, and live chat support. Recognized for efficiency and attention to detail, consistently transforming challenging interactions into positive customer experiences.
Overview
11
11
years of professional experience
Work History
Client Support Specialist
Public Consulting Group
05.2023 - 12.2025
- Managed the help desk for NJSMART.org, addressing 70+ email, phone, and Zendesk inquiries daily while conducting outreach to statewide school districts to ensure timely state reporting.
- Resolved all inquiries within 24 hours and increased the service rating to 4.8/5.
- Organized and hosted weekly training webinars via Microsoft Teams for NJSMART.org users, increasing user website experience by 40%
- Functioned as a liaison between the client and the help desk team, coordinating the deployment of new systems and services to align with client expectations.
- Trained all incoming help desk staff on how to research and respond to inquiries, troubleshoot technical issues, escalate development tickets, test website updates, complete client deliverables, and support webinars.
- Monitored outreach results and organized data in Microsoft Excel for tracking and reporting.
Members Services Representative
Blue Cross Blue Shield of Massachusetts
03.2021 - 03.2023
- Acted as the first point of contact for inbound calls from members, fielding 80+ insurance benefits and claims questions via phone for several account types using active listening and resolution-based thinking in a high-volume, customer-focused environment.
- Implemented efficient conflict resolution processes for member issues, reducing queue times to under 2 minutes.
- Coordinated communication with providers, pharmacies, and members to facilitate access to care and increase member satisfaction while maintaining hold times under 3 minutes.
- Delivered service with empathy and patience, ensuring a positive experience for each member.
- Maintained HIPAA and other regulatory compliance when documenting accounts.
Assistant Store Manager
FedEx Office
Baltimore, MD
01.2018 - 03.2021
- Managed a team of 6 in a high-traffic retail location, supervising and mentoring to enhance customer experiences.
- Met and exceeded weekly individual sales goals as well as monthly store revenue expectations, consistently placing the store in the company's Top 10%.
- Developed and implemented training programs for staff on service quality, customer engagement, upselling, procedures, system use, production skills, and machine operation, increasing the store's overall rating to 4.7/10.
- Conducted monthly consumable and retail inventory counts, including placing weekly supply orders and keeping the shrinkage metric under 1%.
- Secured new high-value customer accounts for store through networking with local small businesses and campuses, ensuring a monthly KPI total revenue metric of 100%+.
Kitchen Manager
Chipotle Mexican Grill
Baltimore, MD
06.2015 - 01.2017
- Oversaw kitchen operations, ensuring high standards of food quality and consistency.
- Conducted training and supervision of staff on food safety and preparation procedures, enhancing compliance and skills.
- Implemented cleanliness standards for kitchen equipment and workspaces, promoting a safe and hygienic environment.
- Monitored sanitation practices to ensure that all employees adhere to health department regulations.
- Developed staff schedules to optimize kitchen workflow during peak hours.
- Ordered ingredients and supplies to maintain adequate inventory levels for the kitchen.
- Performed weekly inventories of food items stored in refrigerators or freezers.
Education
Bachelor of Science (BS) - Psychology
Towson University
12-2027
Skills
- CRM Tools (Amazon Web Services, JIRA, Microsoft, Salesforce, Zendesk)
- Issue resolution
- Conflict resolution
- Effective communication
- Cross-functional collaboration
- Multitasking
- Technical proficiency
- Adaptability
- Empathy and patience
Timeline
Client Support Specialist
Public Consulting Group
05.2023 - 12.2025
Members Services Representative
Blue Cross Blue Shield of Massachusetts
03.2021 - 03.2023
Assistant Store Manager
FedEx Office
01.2018 - 03.2021
Kitchen Manager
Chipotle Mexican Grill
06.2015 - 01.2017
Bachelor of Science (BS) - Psychology
Towson University