Summary
Overview
Work History
Education
Skills
References
Timeline
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Shonna Halberstadt

NEWTON,IA

Summary

Dynamic professional with extensive experience in membership processing and customer service at Businessolver. Demonstrated expertise in conflict resolution and enhancing member satisfaction through effective communication and adherence to regulatory standards. Proficient in data entry and report generation, consistently achieving improvements in operational efficiency and fostering positive relationships.

Overview

24
24
years of professional experience

Work History

Member Advocate II

Businessolver
Des Moines, IA
09.2021 - Current
  • Remote position
  • Processed membership applications, renewals, changes, and cancellations.
  • Created detailed reports outlining customer feedback and satisfaction levels.
  • Performed data entry tasks related to membership information updates.
  • Conducted outreach activities such as seminars or workshops to promote services.
  • Scheduled appointments for members as needed to discuss their benefits packages.
  • Responded to member inquiries and requests for services via phone, email.
  • Ensured compliance with industry regulations related to customer service.
  • Resolved member complaints efficiently and effectively.
  • Assisted members with understanding their benefit plans and coverage options.
  • Provided guidance on insurance policies and procedures to members.

Office Manager

Integrity Cleaning & Restoration
Newton, IA
02.2018 - 09.2021
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
  • Processed payroll accurately ensuring all employees were paid on time.
  • Analyzed data from various sources to identify trends and make recommendations for improvement.
  • Monitored inventory levels and placed orders when needed.
  • Ensured compliance with applicable laws regarding employment practices.
  • Assisted in recruiting, onboarding and training new employees.
  • Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
  • Supervised staff members, organized schedules and delegated tasks.
  • Reviewed contracts for accuracy prior to signing off on behalf of the company.
  • Responded to customer inquiries via phone or email in a professional manner.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
  • Provided administrative support to management team including preparing reports and presentations.
  • Maintained filing system for records, correspondence and other documents.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Provided training to new hires on office policies and procedures.

Store Manager

Dollar General
Newton, IA
11.2008 - 02.2018
  • Ensured compliance with safety regulations and company policies.
  • Maintained accurate records of employee performance reviews.
  • Created weekly work schedules for store personnel.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Performed regular price checks to ensure competitive pricing.
  • Monitored inventory levels and placed orders to restock shelves.
  • Implemented efficient systems for tracking stock movement.
  • Recruited, trained and supervised new employees.
  • Established customer service standards and monitored staff compliance.
  • Resolved customer complaints in a timely manner.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Managed daily banking activities such as deposits and withdrawals.
  • Preserved product quality by maintaining stockrooms and disposing of damaged items.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Team Leader

Party City
Ankeny, IA
09.2011 - 11.2012
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Conducted regular performance reviews to assess individual team member progress.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Ensured compliance with all safety regulations in the workplace.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Established clear expectations for employees, providing guidance when needed.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Assigned projects and distributed tasks to team members as per area of expertise.

Customer Service Desk Associate

Kmanagement
Des Moines, IA
01.2009 - 08.2011
  • Greeted customers, answered questions, and provided information on products and services.
  • Processed payments and issued receipts for purchases of goods and services.
  • Maintained cleanliness of work area throughout shift.
  • Performed troubleshooting steps to determine causes of customer problems.
  • Developed effective relationships with customers through friendly interactions.
  • Participated in training sessions to stay up-to-date on changes within the company's policies, procedures, and products.
  • Adhered to all established safety protocols when handling hazardous materials.
  • Addressed inquiries from customers in a polite, professional, and efficient manner.
  • Maintained accurate records of customer interactions and transactions.
  • Processed returns and exchanges according to company policies.
  • Answered incoming calls from customers seeking assistance or information about products or services offered by the company.

Lead Lab Technician

Austin White Lime Co
Round Rock, TX
01.2001 - 09.2008
  • Performed routine maintenance on laboratory equipment to ensure optimal performance.
  • Managed hazardous waste disposal according to established safety protocols.
  • Assisted with the development of new laboratory protocols and processes.
  • Provided technical guidance to other lab personnel during experiment execution.
  • Provided input into research proposals based on knowledge of available resources and capabilities within the lab environment.
  • Led daily operations of a lab, including scheduling, ordering supplies, and overseeing staff.
  • Maintained accurate records of test results, instrument calibrations, and other relevant data.
  • Evaluated existing protocols for efficiency improvements or modifications.
  • Coordinated activities between internal teams as well as external vendors and partners when needed.
  • Prepared samples for analysis according to established methods.
  • Troubleshooted problems related to laboratory instruments or techniques when necessary.
  • Conducted experiments to evaluate the accuracy and reliability of test results.
  • Trained and supervised technicians in proper laboratory procedures and safety regulations.
  • Analyzed data from tests to ensure compliance with quality standards.
  • Developed standard operating procedures for various laboratory tasks.
  • Ensured that all necessary documentation was completed accurately and timely.
  • Verified accuracy of calculations used in experimental results interpretation.
  • Monitored inventory levels of reagents, chemicals, glassware, and other materials needed in the lab.
  • Managed laboratory supplies and equipment, providing maximum output to meet data deadlines.
  • Collected, labeled and stored lab samples according to laboratory specifications.
  • Performed daily housekeeping tasks driving efficient laboratory operations.
  • Provided technical support and training to new laboratory personnel and interns, enhancing team skills and performance.
  • Used time management and adaptability skills to prioritize and run multiple tests.
  • Performed statistical analysis of test results to identify trends, anomalies, and areas for further investigation.

Education

GED -

Newton High School
Newton, IA
01-2000

Skills

  • Membership processing
  • Data entry
  • Customer service
  • Regulatory compliance
  • Benefits explanation
  • Report generation
  • Appointment scheduling
  • Conflict resolution
  • Team leadership
  • Employee training
  • Performance analysis
  • Effective communication
  • Problem solving
  • Problem-solving
  • System updating
  • Appointment reminders
  • Phone and email etiquette
  • Insurance verification
  • Health insurance knowledge
  • Multitasking and organization
  • Friendly and outgoing
  • Policy understanding
  • Training coordination
  • Money handling
  • Strong empathy
  • Flexible schedule
  • Privacy regulations knowledge
  • Payment processing
  • HIPAA compliance
  • Task prioritization
  • Invoice preparation
  • Invoice processing

References

References available upon request.

Timeline

Member Advocate II

Businessolver
09.2021 - Current

Office Manager

Integrity Cleaning & Restoration
02.2018 - 09.2021

Team Leader

Party City
09.2011 - 11.2012

Customer Service Desk Associate

Kmanagement
01.2009 - 08.2011

Store Manager

Dollar General
11.2008 - 02.2018

Lead Lab Technician

Austin White Lime Co
01.2001 - 09.2008

GED -

Newton High School

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