Summary
Overview
Work History
Education
Skills
Timeline
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Shondrell Calhoun

Shondrell Calhoun

Center,TX

Summary

Dedicated and experienced customer service professional with a proven track record in delivering exceptional service remotely. Adept at managing high-volume calls, resolving complex issues, and fostering positive customer relationships. Proficient in using virtual communication tools and remote work technologies. Committed to providing top-notch service and support in remote environments.

Overview

15
15
years of professional experience

Work History

CCSE Caseworker for Aging and Disability (Remote)

Texas HHSC
11.2023 - Current
  • Conducted interviews and home/site visits to assess needs and provide resources
  • Determined eligibility and functional needs through reviews and assessments
  • Managed case records and entered information into automated systems
  • Monitored service effectiveness and developed accurate service plans
  • Prepared narrative and statistical reports as needed.

Case Manager (Remote)

Mike Morse Law Firm (Torticity)
06.2022 - 04.2024
  • Developed and maintained networks with medical experts and consultants
  • Built and sustained client relationships to ensure satisfaction and identify service opportunities
  • Organized and prepared case files for attorney review
  • Assisted attorneys in legal document preparation and court filings.

Assistant General Manager

Holiday Inn Express and Suites
01.2015 - 06.2023
  • Managed guest services, including check-ins/outs, reservations, and inquiries
  • Coordinated with various departments to maintain hotel operations
  • Implemented strategies to improve guest satisfaction and loyalty
  • Led social media presence and marketing initiatives to attract new customers.

Private Caregiver (Remote)

At Home
01.2019 - 02.2023
  • Provided companionship, personal care, and emotional support to clients
  • Maintained cleanliness and organization of clients' homes
  • Monitored and documented clients' medical histories and conditions.

Customer Service Representative (Remote)

USAA
11.2016 - 11.2018
  • Connected with customers via phone, email, and chat to resolve issues
  • Escalated interactions when necessary and processed payments
  • Tracked call-related information for auditing and reporting purposes
  • Provided feedback on call issues to improve service quality.

Banker/Customer Service Representative (Remote)

USAA-Teleperformance
06.2016 - 11.2018
  • Assisted customers with financial transactions and inquiries
  • Delivered personalized financial advice and guidance
  • Identified opportunities to cross-sell banking products and services
  • Maintained detailed documentation of banking and customer service activities.

Customer Service Representative

Walmart
11.2009 - 02.2015
  • Built relationships with customers and resolved complex issues
  • Provided support in a busy call center setting
  • Implemented innovative problem-solving techniques and maintained professionalism.

Teaching Assistant/Health Aid

Tri-C Head Start
05.2009 - 05.2013
  • Maintained health records and monitored children's physical examinations
  • Communicated with parents about their child's development
  • Assisted teachers in developing lesson plans and promoting child learning.

Education

Associate of Science - Clinical Psychology

Lon Morris College
05.2005

Skills

  • Remote Team Collaboration
  • Virtual Communication Tools (Zoom, Microsoft Teams, Slack)
  • Time Management and Self-Motivation
  • Remote Problem-Solving
  • Remote Project Management
  • Online Customer Support Systems
  • Digital Documentation and Filing
  • Remote Conflict Resolution
  • Administrative Assistance
  • Communication
  • Customer Service
  • Organization
  • Computer Literacy
  • Medical Office Specialism
  • Financial Skills
  • Mathematical Competency
  • Problem-Solving
  • Front Desk Management
  • Medical Terminology
  • Clerical Experience
  • Typing
  • Order Entry
  • Google Docs
  • Personal Injury Law
  • Microsoft Access
  • Supervising Experience
  • Hotel Experience
  • Account Management

Timeline

CCSE Caseworker for Aging and Disability (Remote)

Texas HHSC
11.2023 - Current

Case Manager (Remote)

Mike Morse Law Firm (Torticity)
06.2022 - 04.2024

Private Caregiver (Remote)

At Home
01.2019 - 02.2023

Customer Service Representative (Remote)

USAA
11.2016 - 11.2018

Banker/Customer Service Representative (Remote)

USAA-Teleperformance
06.2016 - 11.2018

Assistant General Manager

Holiday Inn Express and Suites
01.2015 - 06.2023

Customer Service Representative

Walmart
11.2009 - 02.2015

Teaching Assistant/Health Aid

Tri-C Head Start
05.2009 - 05.2013

Associate of Science - Clinical Psychology

Lon Morris College

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Shondrell Calhoun