Summary
Overview
Work History
Education
Skills
Contact - Skills
References
Timeline
Generic

Shirley Boyd

Monroe,LA

Summary

I am a creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

33
33
years of professional experience

Work History

Social Service Analyst 1 Economic Stability

DCFS State of Louisiana
01.2023 - Current
  • Developed thorough understanding of local, state, and federal social services regulations and standards
  • Advised clients on best practices for managing finances and accessing additional support systems
  • Analyzed data from surveys, questionnaires, interviews, focus groups, statistical reports to identify trends in the population served
  • Provided crisis intervention services when necessary to ensure safety of vulnerable individuals
  • Established effective working relationships with community partners such as schools, hospitals, law enforcement agencies
  • Provided comprehensive assessments of clients' current situation and identified appropriate resources to meet their needs
  • Monitored client progress through regular follow-up visits or phone calls
  • Maintained accurate records of client interactions and case notes
  • Encouraged meaningful collaboration between all parties involved in providing social services support
  • Conducted research on various topics related to the field of social services.

Billing Analyst

LUMEN TECHNOLOGY
06.2021 - 09.2022
  • Assisted clients in completing applications for public assistance programs such as SNAP or Medicaid
  • Submitted reports and review reports and problems with superior
  • Provided information and referred individuals to public and private agencies and community services for assistance
  • Attended group meetings to provide information on agency services, requirements, and procedures
  • Compiled information on social, educational, criminal, institutional, and drug history
  • Advised clients on obtaining food stamps and child care
  • Complete the cycle production sheet and resolve any balances that do not reconcile
  • Thoroughly investigate any unexpected fluctuations to ensure proper billing of the cycle's customers
  • Run Invoice Audit cycles Review and file CUSTAP requests Bill Cycle changes
  • Managed a portfolio of accounts, resolving any disputes or discrepancies promptly
  • Reviewed customer contracts ensuring that terms were properly reflected in invoicing practices
  • Created reports on monthly revenue generated from billing activities
  • Utilized problem solving skills to identify root causes of billing errors
  • Researched discrepancies in client records and provided solutions to resolve issues
  • Implemented new software systems for tracking billing information accurately
  • Provided support and guidance on billing inquiries from clients
  • Maintained accurate records of all transactions related to billing activities.
  • Streamlined billing processes for increased efficiency, implementing automated systems and software upgrades.

Data Entry Specialist

Lumen Technology
12.2016 - 06.2021
  • Assisted clients in completing applications for public assistance programs such as SNAP or Medicaid
  • Submitted reports and review reports and problems with superior
  • Provided information and referred individuals to public and private agencies and community services for assistance
  • Attended group meetings to provide information on agency services, requirements, and procedures
  • Compiled information on social, educational, criminal, institutional, and drug history
  • Advised clients on obtaining food stamps and child care
  • Complete the cycle production sheet and resolve any balances that do not reconcile
  • Thoroughly investigate any unexpected fluctuations to ensure proper billing
  • Contact system support groups or customer account teams for accuracy
  • Perform the held bill processes
  • Make certain accounts are then reprocessed, reviewed, validated, and approved.

Customer Care Representative

Asurion
09.2022 - 01.2023
  • Make the experience easy for customers by simplifying the troubleshooting experience, demonstrating empathy and assurance for issues, swift identification and resolution of technology issues and identifying other opportunities to add value through relationship and rapport.
  • Be comfortable speaking to the features and benefits of the product to upsell any products offered as part of the role, as well as meets goals on customer retention for those services
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Streamlined call response times for improved customer experience through effective communication techniques.

Customer Service Agent

LUMEN TECHNOLOGY
11.2011 - 12.2016
  • Assist over 100 customers per day, providing successful solutions in a polite manner using active listening to ensure customer retention
  • Maintain strong company product and service knowledge to better assist customers with concerns, questions, and general education
  • Answer calls by utilizing the company's call management system and other software
  • Train new employees
  • Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time
  • Provided outstanding customer service to customers and internal teammates
  • Resolved escalated customer complaints in a calm and diplomatic manner while ensuring that all commitments were met
  • Utilized computer systems, databases, and other resources to research customer inquiries and respond appropriately.

Unit Supply Specialist (92Y)

US ARMY
09.1990 - 03.1998
  • Assisted in developing standard operating procedures related to supply operations
  • Created detailed records for tracking assets including serial numbers, model numbers, descriptions
  • Utilized automated supply systems such as Standard Army Management Information Systems and Enterprise Resource Planning
  • Compiled reports related to inventory control activities such as receipts, issues, turn-ins, transfers
  • Managed workloads independently while meeting deadlines in a fast-paced environment.

Education

Massage Therapy -

Career Technical College

All training courses pertaining to the supply course. Computer classes, and Physical training. -

Basic Training (Army)
Fort Jackson, SC

High School Diploma -

Custer High School
Milwaukee, WI

Skills

  • User Acceptance Testing
  • Technical Support
  • Service Level Agreements
  • Agile Methodologies
  • Microsoft Office
  • HIPPA Compliant
  • Great Time Management Skills
  • Adaptable
  • Team Collaboration
  • Organizational Skills
  • Decision Making
  • Critical Thinking

Contact - Skills

  • Records Organization and Review
  • Information Updates
  • Data Analysis
  • Data Communications
  • Correspondence Writing
  • Audit Procedures
  • Time and Billing
  • Procedures Compliance
  • 10-Key Data Entry
  • Inbound & Outbound Chat
  • Customer Service

References

References available upon request

Timeline

Social Service Analyst 1 Economic Stability

DCFS State of Louisiana
01.2023 - Current

Customer Care Representative

Asurion
09.2022 - 01.2023

Billing Analyst

LUMEN TECHNOLOGY
06.2021 - 09.2022

Data Entry Specialist

Lumen Technology
12.2016 - 06.2021

Customer Service Agent

LUMEN TECHNOLOGY
11.2011 - 12.2016

Unit Supply Specialist (92Y)

US ARMY
09.1990 - 03.1998

Massage Therapy -

Career Technical College

All training courses pertaining to the supply course. Computer classes, and Physical training. -

Basic Training (Army)

High School Diploma -

Custer High School

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Shirley Boyd