SHIONA WOODS
Killeen,TX
Summary
Efficient and dedicated customer specialist with 15+ years of experience in retail and healthcare sectors, specializing in customer service and administrative support. Proven ability to mentor and train staff while managing complex paperwork and financial transactions. Skilled in data management and conflict resolution, with a strong focus on providing exceptional care and support to diverse populations. Seeking to leverage extensive expertise in a dynamic role that values customer engagement and operational excellence.
Overview
10
10
years of professional experience
Work History
Customer Specialist/Business Office
CarMax
09.2022 - Current
- Assists store personnel and all store departments in their daily functions while adhering to CarMax guidelines
- Provides customer service by greeting customers, balancing overflow traffic, listening to and answering customer questions and explaining paperwork process.
- Seeks win/win solutions for the customer and partners appropriately
- Processes paperwork associated with retail/wholesale automobile sales may include printing daily reports, maintaining deal jackets, contacting finance companies regarding contracts, obtaining required information regarding registration and/or titling, processing reassignments, and auditing completed paperwork
- Processes auction sales, dealer registration, and/or appraisal lane purchases to include the collection of titles (calls and follow up), payoffs, proper paperwork and signatures from customers in order to send the appropriate documentation to the Home Office for the funding of drafts.
- Manages multiple pay types including receiving and counting money, distributing funds, preparing deposits and handling of the safe with considerations to security and loss prevention.
- Processes paperwork affiliated with the state DMV. This may include submitting paperwork necessary to title or and register a vehicle for a customer after the sale or obtaining a title for a customer after the sale.
- Mentor new Business Office Associates, as well as, train other store departments on Business Office process and procedure
- Clerical responsibilities may include, but is not limited to: copying, filing, reconciliation of missing dealer plates or information and data entry into Microsoft Excel and proprietary systems as required for logging vehicle registration tags.
- Answers multi-line phone system, responds to callers’ needs and direct calls as appropriate.
CNA - Certified Nursing Assistant
ShiftKey
08.2021 - 12.2022
- Providing direct care and support to individuals in a nursing home setting.
- Help patients use the bathroom
- Clean and bathe patients or residents
- Maintain patients’ hygiene and change bedding
- Turn, reposition and move patients between wheelchairs, seats and beds
- Serve meals and help patients eat their food
CNA - Certified Nursing Assistant
Help At Home
09.2016 - 08.2021
- Providing direct support for people with disabilities, patient care, and assisted living.
- Help patients use the bathroom
- Clean and bathe patients or residents
- Maintain patients’ hygiene and change bedding
- Turn, reposition and move patients between wheelchairs, seats and beds
- Serve meals and help patients eat their food
Employment Specialist
Paladin
08.2015 - 08.2021
- Finding job positions and job coaching people with disabilities.
- Advertising available positions on job sites, social media sites, and other digital resources.
- Assisting the HR department with the design and implementation of placement structures.
- Screening candidates for available positions.
- Setting up and participating in candidate interviews.
- Managing and maintaining candidate information databases.
- Processing and sending letters of employment.
- Managing the recruitment advertising budget.
- Conducting post-placement interviews with company employees.
- Creating and presenting recruitment reports.
Education
Associate of Applied Science - Medical Assisting
Sawyer college
Hammond, IN12.1999
Skills
- Complaint handling
- CRM software
- Customer service
- Problem-solving
- Multitasking and organization
- Time management
- Adaptability and flexibility
- Creative problem solving
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Computer proficiency
- Data entry
- Task prioritization
- Product knowledge
- Conflict resolution
- Documentation
- Appointment scheduling
- Scheduling
- Data collection
- Microsoft outlook
- Critical thinking
- Team collaboration
- Active listening
- Verbal and written communication
- Money handling
- Microsoft Excel
- Technical troubleshooting
- Client relations
- Team development
- Shipping procedures
- Quality control
- Follow-up skills
- Staff training
- Complaint resolution
- Payment processing
- De-escalation techniques
- Paperwork processing
- Professional telephone demeanor
- Administrative support
- Order fulfillment
- Microsoft Office Suite
- Filing
- Call management
- Prioritization
- Building rapport
- Microsoft PowerPoint
- Product sales
- Dispute resolution
- Order processing
- Sales expertise
- Stress management
- Customer education
- Proofreading
- Spreadsheets
- Product and service solutions
- Staff education and training
- Report preparation
Timeline
Customer Specialist/Business Office
CarMax
09.2022 - Current
CNA - Certified Nursing Assistant
ShiftKey
08.2021 - 12.2022
CNA - Certified Nursing Assistant
Help At Home
09.2016 - 08.2021
Employment Specialist
Paladin
08.2015 - 08.2021
Associate of Applied Science - Medical Assisting
Sawyer college