Shelicia Mathews
Livermore,Ca
Summary
An opportunity to apply my experience within a company, to achieve and establish vision, policies, goals, and maintaining significant interface with clients or customers, community members and colleagues. Through my strong organizational skills, observant abilities, clear speaking, enthusiastic attitude toward building a supportive environment to Identify needs. Ability to communicate with clients and colleagues to ensure every interaction is positive. Make informed decisions in stressful situations in a fast-paced environment. Comfortable working with computers, mobile devices and new technologies. Hardworking and reliable.
Overview
16
16
years of professional experience
Work History
Service Coordinator
Home Instead Senior Care Home
Union City, CA
01.2024 - Current
- Coordinated service schedules and appointments with clients.
- Provided customer service to ensure client satisfaction.
- Maintained accurate records of services provided for each client.
- Handled incoming calls and inquiries from customers regarding services offered.
- Researched, identified and resolved customer complaints in a timely manner.
- Assisted in the development of training materials related to service coordination processes.
- Developed strategies for improving customer experience with the organization's services.
- Monitored staff performance and provided feedback on areas of improvement needed.
- Created detailed reports on quality assurance metrics related to service delivery.
- Conducted regular meetings with departmental staff to discuss current initiatives and projects.
- Analyzed data to identify trends in customer needs and preferences related to services offered.
- Compiled information on competitor services and pricing structures as needed.
- Provided support to field technicians during service visits when necessary.
- Worked closely with other departments within the company to ensure successful completion of projects.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Updated internal systems with information related to new or revised services.
- Developed procedures for tracking customer feedback on services received.
- Managed inventory levels of parts used in servicing equipment.
- Prepared monthly reports summarizing current service activities.
- Ensured compliance with all relevant regulations pertaining to service operations.
- Monitored email and phone communication to provide prompt responses and solutions.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Liaised between client and technician to keep parties fully informed.
- Identified methods to improve customer experiences, meeting or exceeding expectations.
- Obtained paperwork from the field and distributed to appropriate departments for processing.
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
- Maintained positive working relationship with fellow staff and management.
- Implemented strategies to take advantage of new opportunities.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Worked closely with human resources to support employee management and organizational planning.
- Organized client meetings to provide project updates.
Caregiver
In Home Support Services
Livermore, CA
12.2016 - Current
- Provide personal care, such as feeding and bathing
- Household tasks such as laundry, shopping, meal preparation and light housecleaning
- Transportation
- Protective supervision
- Certain paramedical services ordered by a physician.
Counselor Assistant
Las Positas Community College
Livermore, CA
12.2022 - 04.2023
- Serve as the initial source of information and assistant to students and other persons at the counter or over the phone; provide assistance using and understanding forms and other printed and visual materials.
- Interpret and inform students of polices and procedures related to enrollment, registration, schedules and other related programs.
- Establish and maintain effective working relationships with others; interact effectively with diverse constituencies and serve as initial source of information and assistance to students and other persons; provide information and guidance to the general public about services offered.
- Analyze situations accurately and adopt an effective course of action; determine questions and problems that must be referred to counselors or other certificated personnel; refer individuals to the services of other college offices where they may receive appropriate assistance.
- Provide direct services and expert assistance to students with special and unique characteristics such as the disabled; act as liaison between the counseling support services office and other related offices and refer students, future students and members of the community to the correct resource services.
- Collect counseling contact data and provide reports to determine student needs and plan for future counseling coverage; develop counselor coverage schedule in collaboration with Fall and Spring semester, summer session, Winter and Spring Breaks and finals week.
- Maintain computerized counselor appointment calendars and provide scheduling and other assigned assistance to counselors; make all changes for meetings, conferences and rescheduling of appointments as necessary; contact students regarding schedule changes; coordinate with other offices in scheduling appointments for students.
- Maintain records of counselor absences and notify administration and support staff of absence; enter schedule changes and absences in the computer; prepare reports as necessary.
- Enter, modify and retrieve complex data using a computerized system; enter override codes, student education plans, financial aid and veterans’ evaluation into computer program; maintain inventory of all records.
- Perform general clerical tasks such as typing, filing, receiving callers, answering the telephone, compiling data, preparing reports, and distributing informational materials.
- Prepare requisitions and order office supplies for counseling and classified staff; perform monthly inventory of supplies.
- Provide assistance in hiring, supervision and training of student assistants.
- Perform related duties as required .
Customer Service Representative
Agr field services
Sacramento, CA
03.2018 - 11.2020
- Applied problem solving skills to resolve customer inquiries and disputes
- Answered approximately 100-150 incoming calls daily,
- Also met and exceeded daily productivity goals
- Including appointment setting and high call volume
- Verifying eligibility and benefits, processing claims with knowledge of ICD 9-10 coding.
Caregiver
Carol's Guest Home
Pleasanton, CA
04.2016 - 04.2017
- Administer bedside or personal care, such as ambulation or personal hygiene assistance.
- Prepare and maintain records of client progress and services performed, reporting changes in client condition to manager or supervisor.
- Perform healthcare-related tasks, such as monitoring vital signs and medication, under the direction of registered nurses or physiotherapists.
- Participate in case reviews, consulting with the team caring for the client, to evaluate the client's needs and plan for continuing services.
- Care for individuals or families during periods of incapacitation, family disruption, or convalescence, providing companionship, personal care, or help in adjusting to new lifestyles.
Imaging Production Specialist I
Iron Mountain
Livermore, CA
01.2014 - 03.2014
- Scan or read incoming materials to determine how and where they should be classified or filed.
- Input data, such as file numbers, new or updated information, or document information codes into computer systems to support document and information retrieval.
- Perform general office activities, such as typing, answering telephones, operating office machines, processing mail, or securing confidential materials
Receptionist Assistant
All Credit Card Services
Hayward, CA
02.2011 - 09.2013
- Communicated account status between field producers and our regional offices
- Maintained pending files and follow-up of outstanding requirements
- Established ongoing communication between field representatives and customers
- Handled high volume of inbound/outbound calls from various vendors and agents for account status, inquiries
- Use computers for various applications, such as database management or word processing.
- Create, maintain, and enter information into databases.
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
Student Assistant
Las Positas Community College
Livermore, CA
08.2008 - 12.2008
- Assisted Student Service department to ensure the day to day responsibility of the front desk runs smoothly
- Inform students and community members of Chabot-Las Positas College District Policy related to enrollment, and registration
- Perform basic clerical duties such as answering phones, filing, scheduling counseling appointments, scanning confidential documents, and interpret class schedule
- Prnt Counselor daily schedules and appointments
- Keep track and making sure all counseling materials are current, ordered and printed.
- Assisted with graduation
Education
General Studies
Gunderson High School
San Jose, CA05.2001
Some College (No Degree) - Human Services
Las Positas College
Livermore, CASkills
- Investigative: Ability to pinpoint student needs through communication with students, community members, staff, and administrators
- Leadership: Through best practices I build, improve, and maintain relationships with diverse populations including students/community members and colleagues Providing needed support services to effectively achieve Las Positas College goals Offer solution request and inquires within established FERPA and District guidelines
- Clerical: Banner, SAR's, Microsoft Word, Excel, Canva, PowerPoint, 45 WPM
- Communications: I practice strong verbal and written communication with customers, colleagues and administrators
- Customer Services:
- Ability to demonstrate sensitivity and understanding of diverse socioeconomic, cultural and ethnic backgrounds including those with physical and/or learning disabilities
- ADL Assistance
- Flexible Schedule
- Mobility Assistance
- Verbal and Written Communication
- Meal Preparation
- Housekeeping
- Dependable and Responsible
- HIPAA Compliance
- First Aid and Safety
- Client Transportation
- Client Documentation
- Respectful and Compassionate
- Personal Hygiene Assistance
- Personal Service
Timeline
Service Coordinator
Home Instead Senior Care Home
01.2024 - Current
Counselor Assistant
Las Positas Community College
12.2022 - 04.2023
Customer Service Representative
Agr field services
03.2018 - 11.2020
Caregiver
In Home Support Services
12.2016 - Current
Caregiver
Carol's Guest Home
04.2016 - 04.2017
Imaging Production Specialist I
Iron Mountain
01.2014 - 03.2014
Receptionist Assistant
All Credit Card Services
02.2011 - 09.2013
Student Assistant
Las Positas Community College
08.2008 - 12.2008
General Studies
Gunderson High School
Some College (No Degree) - Human Services
Las Positas College