Shelnika Jones-Mburu
Richmond,VA
Overview
9
9
years of professional experience
Work History
Operations Manager
Ontrac
Richmond
10.2023 - Current
- Oversee daily operations
- Equally dividing responsibilities to improve performance
- Manage emails, letters, packages, phone calls and other forms of correspondence
- Support bookkeeping and budgeting procedures for the company
- Track and send rescue for contracted drivers
- Submit reports and prepare proposals and presentations as needed
- Primarily facilitates the daily independent contractor services, and resolution of service, routing, and delivery issues
- Compiles statistics and reports for branch operations
- Serves as the main communication contact for independent contractor drivers
- Embraces diversity and foster a respectful environment for both employees and customers
- Review, analyze, and create KPI's to meet the needs of the business
- Plan and coordinate sort start times and partner to define and develop staffing strategies needed to conduct the sort
- Develop and mentor team to meet goals and assist in professional development
- Champion safety program, encouraging a safe and compliant working environment
- Work with GM to learn budget labor hours, labor hours, safety compliance, mis-sorts, and schedules
- Analyze, reorganize, and prioritize training and labor law compliance.
Dispatcher
Lasership/Ontrac
Richmond
09.2021 - 10.2023
- Assign and dispatch routes
- Equally dividing responsibilities to improve performance
- Manage emails, letters, packages, phone calls and other forms of correspondence
- Support bookkeeping and budgeting procedures for the company
- Track and send rescue for contracted drivers
- Submit reports and prepare proposals and presentations as needed
- Primarily facilitates the daily independent contractor services, and resolution of service, routing, and delivery issues
- Analyzes freight volume in relation to daily independent contractor availability
- Compiles statistics and reports for branch operations
- Serves as the main communication contact for independent contractor drivers
- Embraces diversity and foster a respectful environment for both employees and customers.
Customer Service Representative
Apex System -VCU Health
Richmond
02.2020 - 09.2021
- Received and handled a high call volume in a call center environment
- Performed Clerical duties
- Verified the patients' identity
- Established Payment Plan
- Submit Claims to Insurance companies
- Initiated refund request for patients
- Submit Medical Records for review
- Manage emails, letters, packages, phone calls and other forms of correspondence.
Customer Service Representative
Dominion Outsourcing
Richmond
09.2019 - 02.2020
- Handled various portions of the insurance agency
- Received and handled a high call volume in a call center environment
- Dealt with confidential information daily
- Performed clerical duties and data entry as needed
- Verified the customers' identity
- Provided exceptional customer service
- Responsible for reading disclosures
- Determined eligibility for individuals who apply for Medicare or Medicaid and referred them to the proper agency.
Dispatcher/Customer Service
Eagle Tele-Services
01.2019 - 04.2019
- Quickly pinpoint breakdown locations within the U.S and Canada using various tools
- Found breakdown locations with minimal information
- Interacted with fleets, servicing dealers and technicians on the phone and via emails
- Coordinated with the above parties to provide tire replacements for broken down commercial vehicles
- Followed detailed customer profiles to ensure product replacement accuracy and fleet satisfaction
- Quickly learned customer's specifications to quickly and efficiently answer ERS requests
- Answered technician and felt inquiries about products, breakdown ETA's and miscellaneous information
- Data entry of critical pieces of information received verbally via telephone
- Caught errors and noteworthy details within large bodies of text.
CSR
United Partial Service (UPS)
Richmond
10.2016 - 12.2018
- Received and responded to inbound phone calls
- Responsible for scheduling freight pickups and tracking shipments
- Handled submission of claims
- Processed company updates
- Processed credit card payments
- Responsible for submitting all disputes.
Manager
MCDONALD'S
08.2015 - 06.2017
- Managed and reviewed employee's performance
- Created employee schedules weekly
- Oversaw training of new employees
- Responsible for ensuring daily activities were completed while providing guidance and problem solving
- Maintained exceptional customer service for dining and drive-thru customers
- Ensured that food quality is maintained, and orders are being full filled in a timely fashion.
Timeline
Operations Manager
Ontrac
10.2023 - Current
Dispatcher
Lasership/Ontrac
09.2021 - 10.2023
Customer Service Representative
Apex System -VCU Health
02.2020 - 09.2021
Customer Service Representative
Dominion Outsourcing
09.2019 - 02.2020
Dispatcher/Customer Service
Eagle Tele-Services
01.2019 - 04.2019
CSR
United Partial Service (UPS)
10.2016 - 12.2018
Manager
MCDONALD'S
08.2015 - 06.2017
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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