SHERMEKA BAILEY
Austin,TX
Summary
Dynamic and performance-driven administrative professional with strong organizational, customer service, and communication skills. As well as securing challenging employment that promotes professionalism, positive growth, along with utilizing current skills and qualifications.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Trellis
Austin, TX
10.2020 - Current
- Managed over 80 inbound customer calls in a timely manner inquiring about unemployment Insurance benefits.
- Followed communication "scripts" when handling different topics.
- Responded to customer questions while ensuring the highest standards of customer service.
- Utilized software, scripts, and tools appropriately.
- Appropriately documented all encounters in clear and concise online logs.
- Employs empathetic support to customers.
Telephone Specialist
Sprint Captioned
Austin, TX
11.2017 - 08.2019
- Relayed telephone conversations between hearing or speech-impaired customers
- Utilized ability to listen then repeat exactly what customer said into speech recognition software
- Maintained confidentiality of all calls, and tolerate stressed of emotional dialogues
- Answered over 30 customer telephone calls promptly to avoid on-hold wait times
Research Analyst
Corelogic Flood Services
Austin, TX
08.2015 - 07.2017
- Determined appropriate flood zone status by locating subject property and structure on FEMA Flood Insurance Rates Maps
- Met stated production over 40
- Accurately interpreted and followed client specific instructions on individual determination requests as identified in various workflow systems
- Performed work on special projects, as required
- Researched and resolved issues regarding integrity of data flow into FEMA Flood Map databases
- Reviewed files, records and other documents to obtain business information and key data in order to respond to development requests
Tax Specialist
Travis County Tax Office
Austin, TX
04.2014 - 03.2015
- Processed over 40 registrations, property tax payments, court fines and fees
- Determined eligibility and compliance of voter registration applications
- Completed mail-in license registration, subcontractor renewals and title applications
- Processed over 20 simple and complex titles
- Processed financial reports, including receipts, claims, and disbursements
- Performed cashier functions and balanced cash drawer at end of shift
- Balanced tax revenues to tax payments and receipts on daily basis
Court Clerk I
Travis County JP1
Austin, TX
12.2005 - 10.2013
- Maintained, organized offender records, and documentation in compliance with department and legal standards
- Organized forms, made photocopies, filed records and prepared correspondence and reports
- Entered numerical data into databases in a timely and accurate manner
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Responded to over average of 30 in-person and telephone requests for information from general public, attorneys and other involved parties
- Processed payments for fines and fees, maintained accurate drawers, issued receipts and updated account balances
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff and greeting visitors
- Coordinated bookkeeping activities in QuickBooks and Lawson, including invoicing and accounts payable
Education
MBA - Business Administration And Management
Grantham University
Lenexa, KS06.2022
Diploma - Medical Assistant
Sanford Brown College
Austin, TX2012
Skills
- Professional phone etiquette
- Medical Terminology
- Critical Thinking
- 50 WPM typing speed
- Customer service-oriented
- Multi-line telephone systems
- Filing and data archiving
- Data entry
- Legal administrative support
- Information security
- Articulate and well-spoken
- Flexible
- Advanced clerical knowledge
- Call center experience
- Technologically savvy
- Problem-solving abilities
Timeline
Customer Service Representative
Trellis
10.2020 - Current
Telephone Specialist
Sprint Captioned
11.2017 - 08.2019
Research Analyst
Corelogic Flood Services
08.2015 - 07.2017
Tax Specialist
Travis County Tax Office
04.2014 - 03.2015
Court Clerk I
Travis County JP1
12.2005 - 10.2013
MBA - Business Administration And Management
Grantham University
Diploma - Medical Assistant
Sanford Brown College
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