SHELBY ROYSTER
Randallstown
Summary
Highly motivated, results-driven professional with experience in increasing productivity, enhancing customer service, and training employees to meet goals and objectives. Able to seamlessly multi-task long and short-term priorities to generate quality results. Skilled in meeting project deadlines within fast-paced, time sensitive environments. Areas of strength: Business Communications Outstanding Interpersonal Skills Quality Assurance & Control Process Improvement Team Training & Supervision MS Word/Excel/PowerPoint Problem Resolution Customer Satisfaction Data Analysis
Overview
8
8
years of professional experience
2011
2011
years of post-secondary education
Work History
Fraud Service Client Advisor
Bank Of America
10.2024 - Current
- Responded to inbound communications via telephone
- Review customer’s account history and provided solutions based on established policies and procedures
- Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
- Apply Microsoft Office products (Outlook Mail/Calendar, Excel, Word) to produce, distribute, and/or maintain correspondence, documentation, reports, and graphics
- Records data captured during client interactions accurately
- Researched unique customer financial requests using internal manuals, policies, and other third-party affiliates
Legal Assistant
Social Security Administration
04.2023 - 11.2023
- Provides quasi-legal assistance support to administrative law judges (ALJs), other professionals
- Develops and processes a request for hearing (R/H) from its receipt in the office to its completion
- Independently performs a wide range of actions, such as, but not limited to reviewing claims for legal and regulatory requirements and timeliness
- Annotating files and automated systems to reflect receipt of and other required actions
- Apply Microsoft Office products (Outlook Mail/Calendar, Excel, Word) to produce, distribute, and/or maintain correspondence, documentation, reports, and graphics
- Developing the case for hearing before an ALJ
- Identifying and analyzing the pertinent issues; summarizing the evidence; as well as taking post-development actions, as necessary, to complete the file prior to issuance of a decision
Claims Assistant (Development & Support Examiner)
Social Security Administration
10.2021 - 04.2023
- Identifies, sorts and scans various mail types into the paperless system
- Created guide for scanning and indexing mail for incoming staff
- Answer telephones and greet visitors, directing calls/visitors to proper parties and releasing and obtaining information within the scope of delegated authority
- Picks up daily faxes from various fax machines and scans into the paperless system
- Provides operational support for projects; researches and obtains information, helps plan and ensure follow-through of assigned tasks
- Assisted with training new BAs on scanning, indexing, opening mail
- Receives various foreign documents via paperless and email while inputting data on an excel spreadsheet and sending email to third party vendor for translation processing
- Utilized advanced software tools for efficient tracking and management of claim cases from inception to closure.
- Apply Microsoft Office products (Outlook Mail/Calendar, Excel, Word) to produce, distribute, and/or maintain correspondence, documentation, reports, and graphics
- Receives returned translated documents via email to submit to claimant file via paperless or by email to requester Cash room Duties
Customer Service Rep / Team Leader
Toyota Financial Services
06.2018 - 09.2021
- Responded to inbound communications via telephone, e-mail, and written correspondence from customers, dealers, and financial institutions
- Reviewed customer’s account history and provided solutions based on established policies and procedures
- Processed retail payment extensions/ lease deferrals, due date changes, and payment arrangements within limits of state established guidelines
- Worked with internal departments to resolve customer account issues including, but not limited to, misapplied customer payments, title issues, insurance inquiries, personal property tax inquiries, collections concerns, and the end of lease process
- Researched unique customer financial requests using internal manuals, policies, and other third-party affiliates
- Provides operational support for projects; researches and obtains information, helps plan and ensure follow-through of assigned tasks
- Effectively explain finance terms, interest, and principal breakdown to customers
- Provided information and handled various complaints and inquiries regarding the organization's products and services
Patient Service Associate
Sinai Hospital
02.2017 - 06.2018
- Perform a variety of clerical duties to provide support to nursing staff, physicians and other members of the health care team in the emergency department
- Schedule and register patients using Cerner system
- File and prep patient charts
- Handling of pre-ops for patient surgeries
- Support specialist when needed
- Answer telephones and greet visitors, directing calls/visitors to proper parties and releasing and obtaining information within the scope of delegated authority
- Answering phones; using hospital intercom systems to call various codes when needed
Education
General Studies -
Edmondson Westside High School
06-2010
Skills
- Business Communications
- Outstanding Interpersonal Skills
- SAP Programs
- Quality Assurance & Control
- Process Improvement
- Team Training & Supervision
- MS Word
- MS Excel
- MS PowerPoint
- Problem Resolution
- Customer Satisfaction
- Data Analysis
Timeline
Fraud Service Client Advisor
Bank Of America
10.2024 - Current
Legal Assistant
Social Security Administration
04.2023 - 11.2023
Claims Assistant (Development & Support Examiner)
Social Security Administration
10.2021 - 04.2023
Customer Service Rep / Team Leader
Toyota Financial Services
06.2018 - 09.2021
Patient Service Associate
Sinai Hospital
02.2017 - 06.2018
General Studies -
Edmondson Westside High School
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