SHEREE' MCSHAN
Las Vegas,NV
Summary
Highly-motivated employee with 25+ years of experience in research, customer service, and secretarial tasks. Dedicated professional known for fostering effective relationships with clients, staff, and business associates. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working independently and mastering new skills. Proficient in Microsoft Word, Excel, PowerPoint, Google Sheets, SharePoint, Loan Administration Follow-up Application (LAFA), LAMP, and Outlook. Organized and detail-oriented with a friendly and professional demeanor.
Overview
26
26
years of professional experience
Work History
Research Associate
PennyMac Loan Services
Las Vegas, NV
10.2020 - Current
- Demonstrated proficiency in handling customer correspondence by effectively addressing their concerns and queries
- Effectively communicated through written correspondence with clients and colleagues
- Conducts comprehensive consistency checks to validate data integrity and collect necessary documentation from customers and third parties
- Addressed customer concerns through effective research, in line with company policies and regulatory requirements.
- Prioritized customer experience and minimized risks associated with reputation and regulation.
- Entrusted and assigned as a Dedicated Agent, worked closely with a small group of 3 agents to assist customers with payment and loan modifications while ensuring compliance with regulations.
- Assisted in resolving customer inquiries by collaborating with internal departments, vendors, and designated counterparts
- Successfully organized and dispatched system-generated acknowledgment and extension mailings as per RESPA regulations
- Maintained compliance with regulations set forth by CFPB/RESPA and other governing bodies.
- Recognized areas of process inefficiency and proposed solutions for improvement
- Organized data for efficient analysis and effective communication of findings.
- Consistently meets and exceeds productivity and quality standards
- Assigned special projects, such as Successor in Interest responsibilities.
Cashier/ Food Services Worker
Baker's Drive-Thru
Colton, CA
01.1999 - 05.2020
- Assisted patrons in fast-service and cost-effective dine-in restaurants
- Received payments from customers and facilitated change back
- Managed order processing and bill computation for customers utilizing cash registers
- Cleaned and organized eating, service, and kitchen areas.
- Interacted with customers to address orders, comments, and feedback
- Collected and returned dirty dishes to the kitchen for washing
- Cooked and heated various food items including french fries.
Complex Customer Care Representative
Health Plan Of Nevada
Las Vegas, NV
10.2018 - 11.2019
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs; such as, benefits, eligibility, claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics, to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor's office) on behalf of the customer, to assist with appointments, scheduling or connections with internal specialists for assistance
- Assist customers with navigating Health Plan of Nevada and Sierra Health and Life websites; encourage and reassure them to become self sufficient
- Research complex situations
- Navigate through multiple databases which requires fluency in computer navigation and toggling while confident and compassionately engaging with the caller
- De-escalate callers with customer concerns and or complaints
- Resolve customer service issues.
Motor Vehicle Field Representative
Department of Motor Vehicles
Norco, CA
03.2004 - 12.2017
- Verified application data and account information against legal documentation, such as birth certificates, social security cards, passports, and INS documents
- To determine accuracy and integrity
- Evaluated applications and assessment results to determine eligibility and acceptance
- Verified document authenticity to process license application
- Recorded vital and fiscal records and accounts
- Code information on license applications for entry into computers
- Process driver's licenses and identification cards
- Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems
- Conduct and score oral, visual, written, or performance tests to determine applicant qualifications and notify applicants of their scores
- Assembled photographs with printed license information to produce completed documents
- Investigated past and current licensees to perform record checks
- Handle issues regarding license such as suspensions, financial responsibility holds, DUI's, child support and ticket holds
- Stocked counters with forms, film and license supplies to maintain inventory levels
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Recorded meeting minutes for distribution to officials and staff members
- Understood and followed oral and written directions
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Verify secured documents for authentication such as ownership certificates ( titles or pink slips), bills of sales, government titling documents, and lien sale documents
- Process original registration and titles, transfers, and renewal of registration
- Process paper work for junk and salvage vehicles
- Perform vehicle VIN inspections
- Answer questions or provide advice to the public regarding licensing policies, procedures, or regulations
- Prepare daily office bank deposits and receive office change fund from bank
- Audit employees paper work
- Process and complete orders for office inventory (License plates, stickers, secured paper, etc)
- Lead technician
- Assisted employees with complicated issues
- Train other workers or coordinate their work, as necessary
- Acting supervisor
- Handle customer concerns and complaints
- Control the Q-Matic ( System that categorizes how customers are called for service
- System that controls the office flow)
- High production, Top producer; 80-100 customers serviced daily.
Customer Service Representative
Verizon Wireless
Irvine, CA
04.2001 - 08.2002
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business
- Set up and activated customer accounts
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Upheld quality control policies and procedures to increase customer satisfaction
- Improved customer service wait times to mitigate complaints
- Upgrade cellular phone equipment.
Secretary
Secretary
Pomona, CA
05.2000 - 03.2001
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals
- Maintained organized filing system of paper and electronic documents
- Coordinated communications, taking calls, responding to emails and interfacing with clients
- Ordered office supplies to purchase items and maintain appropriate levels
- Sent and distributed mail and parcels
- Assisted with accounts receivable and accounts payable functions
- Created and updated spreadsheets to track and report data
- Processed documents and materials for dissemination to appropriate parties
- Managed multiple calendars and contacts using computer software
- Anticipated leadership needs by preparing or gathering records, reports and correspondence
- Kept office equipment functional and supplies well-stocked to promote efficient operations
- Responded to customer issues to provide immediate resolution and improve retention
- Sorted and distributed incoming faxes, letters and emails for office distribution
- Created spreadsheets in Microsoft Excel for record-keeping and reporting
- Verify accuracy of billing data and revise any errors
- Resolve discrepancies in records
- Mail, fax, or arrange for delivery and pick ups
- Prepared and distributed work orders
- Make photocopies of correspondence, documents, and other printed materials.
Education
Associate of Arts in Psychology -
Chaffey College
Rancho Cucamonga, CA05.2016
Associate of Arts in University Studies Social And Behavioral Sciences -
Chaffey College
Rancho Cucamonga, CA05.2016
Skills
- Reporting Standards
- Planning and Organizing
- File Keeping
- MS Office
- Writing and Editing
- Verbal and Written Communication
- Word Processing
- Computer Literacy
- Appointment Scheduling
- Time Management
- Inventory Assessments
- Documentation Abilities
- Active Listening
- Effective Multitasking
- Solution Quality Assurance
- Documentation and Reporting
- Critical Thinking
- Attention to Detail
- Decision Making
- Cross-Functional Teamwork
- Following Direction
- Data Gathering and Organization
- Quality Assurance Standards
- Works Well Under Pressure
- Adaptability and Flexibility
- Data Entry
- Speed and Accuracy
- Fast Learner
- Complex Problem Solving
- Teamwork
Timeline
Research Associate
PennyMac Loan Services
10.2020 - Current
Complex Customer Care Representative
Health Plan Of Nevada
10.2018 - 11.2019
Motor Vehicle Field Representative
Department of Motor Vehicles
03.2004 - 12.2017
Customer Service Representative
Verizon Wireless
04.2001 - 08.2002
Secretary
Secretary
05.2000 - 03.2001
Cashier/ Food Services Worker
Baker's Drive-Thru
01.1999 - 05.2020
Associate of Arts in Psychology -
Chaffey College
Associate of Arts in University Studies Social And Behavioral Sciences -
Chaffey College
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