Shelly Swartz
Spruce Pine,NC
Summary
Dynamic professional with a proven track record at ICF, excelling in data integrity and customer satisfaction. Skilled in conflict resolution and advanced Microsoft Office applications, I consistently enhance team performance and exceed goals. My ability to manage high-volume environments and deliver quality results drives success in every role. Insightful Survey Research Interviewer known for high productivity and efficiency in task completion. Skilled in data collection, analysis, and interpretation; adept at utilizing various survey methodologies and tools. Excel in communication, active listening, and empathy, ensuring accurate and meaningful engagement with respondents. Perceptive Research Interviewer with extensive experience compiling statistical data on psychological research. Analytical, detail-oriented and skilled managing multiple, concurrent tasks. Offering strengths in building trust and rapport with participants.
Overview
43
43
years of professional experience
Work History
Survey Research Interviewer
ICF
Reston, Virginia
04.2025 - Current
- Resolved customer issues, ensuring compliance with data safety protocols and exceeding performance goals.
- Conducted in-depth interviews to gather qualitative data, ensuring accurate participant representation.
- Managed survey tool administration, maintaining data integrity throughout data collection.
- Implemented quality assurance measures to validate responses and enhance data reliability.
- Collaborated with team members to refine interview techniques and improve participant engagement.
- Maintained detailed records of participant interactions, ensuring confidentiality and data protection compliance.
Bakery Worker
Ingles Markets
Spruce Pine, NC
09.2023 - 03.2025
- Improved shift efficiency by 85%, independently managing the morning-to-noon bakery shift and streamlining baking procedures.
- Designed and arranged visually appealing bakery displays and introduced innovative designs for bakery goods, enhancing overall customer experience.
- Ensured compliance with health and safety guidelines while safely operating industrial baking equipment, such as commercial mixers and ovens.
- Participated in the creation of special event products and bakery-themed contests, consistently achieving daily production targets and volunteering for overtime during peak holiday periods.
Medical Records Retrieval Specialist
Advantmed
, California
08.2021 - 09.2023
- Developed and maintained a comprehensive log of client interactions, ensuring seamless tracking and follow-up.
- Identified and resolved discrepancies between medical records and billing information, enhancing data accuracy.
- Implemented streamlined retrieval workflows, which improved response rates for urgent requests and met monthly retrieval quotas.
- Ensured timely and accurate delivery of records while supporting the transition to Electronic Medical Records (EMR) systems.
Technical Service Representative
FCR - Roseburg Contact Center
Roseburg, OR
04.2018 - 08.2021
- Enhanced team performance and consistently exceeded established performance metrics through effective resolution of customer service tickets.
- Provided direct support to customers, ensuring high levels of satisfaction by addressing and resolving issues efficiently.
- Analyzed and identified patterns in customer usage data to inform and improve service strategies.
Produce Associate
Ingles Markets
Spruce Pine, NC
01.2013 - 04.2018
- Improved restock time and minimized customer dissatisfaction by ensuring timely delivery and accurate pricing of high-quality produce.
- Led a team of associates to implement eye-catching displays and enhance customer service, contributing to increased customer loyalty and satisfaction.
- Developed strong vendor relationships and assisted in product selection, which contributed to a decrease in food waste and enhanced inventory management.
Production Associate
Hampshire Hosiery
Spruce Pine, NC
10.1982 - 07.1990
- Operated and optimized equipment, reducing downtime and enabling the team to consistently meet daily production goals.
- Implemented and maintained safety protocols, achieving zero safety violations and minimizing the risk of accidents.
- Tracked daily production metrics and ensured quality standards, leading to minimized recall incidents and proper labeling and handling of materials.
Education
High School - General Studies
Mountain Heritage High School
Burnsville, NC01.1983
Some college - Nursing
Mayland Community College
Spruce Pine, NCSkills
- Call center software proficiency
- Time management in high-volume environments
- First-contact resolution optimization
- Remote customer support tools
- Advanced Microsoft Office skills
- Empathy in customer interactions
- Critical thinking in crises
- Multitasking under pressure
- Data entry accuracy
- CRM tools expertise
- Technical and billing problem solving
- Conflict resolution strategies
- Effective communication skills
- Attention to detail
Timeline
Survey Research Interviewer
ICF
04.2025 - Current
Bakery Worker
Ingles Markets
09.2023 - 03.2025
Medical Records Retrieval Specialist
Advantmed
08.2021 - 09.2023
Technical Service Representative
FCR - Roseburg Contact Center
04.2018 - 08.2021
Produce Associate
Ingles Markets
01.2013 - 04.2018
Production Associate
Hampshire Hosiery
10.1982 - 07.1990
High School - General Studies
Mountain Heritage High School
Some college - Nursing
Mayland Community College