Shontia Morris

Oak Harbor

Summary

Results‑driven professional with experience in customer service, team leadership, and high‑volume call handling. Adept at resolving issues, training team members, and maintaining accuracy across multiple digital systems. Recognized for reliability, strong communication, and the ability to stay composed and effective in fast‑paced, customer‑focused environments.

Overview

years of professional experience

Work History

Aviation Maintenance Technician / Administrative S

United States Navy, USN

Oak Harbor, WA

04.2022 - Current

Managed high‑value equipment, documentation, and maintenance records with strict accuracy and compliance requirements.
Delivered customer‑focused support to service members, resolving issues, answering inquiries, and coordinating resources.
Trained and supervised junior personnel, improving team performance and ensuring adherence to safety and procedural standards.
Completed detailed reports, logs, and administrative tasks using digital systems and secure databases.
Adapted quickly to changing priorities and maintained performance under pressure in mission‑critical environments.
Communicated clearly with cross‑functional teams to coordinate schedules, workflows, and operational needs.

Call Center Representative

SunPass

Orlando, FL

06.2021 - 02.2022

Managed high‑volume inbound calls from customers regarding toll accounts, billing issues, violations, and account updates while maintaining professionalism and accuracy.
Resolved complex customer concerns by researching account details, explaining charges, processing payments, and updating account information in real time.
Delivered clear, patient communication to customers experiencing billing disputes or service interruptions, ensuring positive outcomes and high satisfaction.
Utilized multiple computer systems simultaneously to verify account data, document interactions, and process transactions with strict attention to detail.
Met or exceeded performance metrics including call quality, resolution time, and customer satisfaction scores in a fast‑paced environment.
Followed state policies and privacy requirements when handling sensitive customer information and financial data.
Collaborated with supervisors and team members to resolve escalated issues and improve workflow efficiency.

Team Member/Team Leader

Zaxby's Restaurant

Ocoee, FL

03.2020 - 04.2021

Trained and supervised new team members, ensuring consistent performance, adherence to company standards, and strong customer satisfaction.
Resolved customer concerns quickly and professionally, using clear communication and problem‑solving to maintain a positive dining experience.
Managed shift responsibilities including opening/closing tasks, cash handling, inventory checks, and coordinating team workflow.
Led team meetings to discuss workflow improvements and foster a positive work environment.
Developed strong cooperative relationships with coworkers and managers.

Education

High School Diploma -

Ocoee High School

Ocoee, FL

Associate of Science - Radiation Therapy

Edmonds Community College

Lynnwood, WA

08-2028

Skills

Professional phone etiquette
HIPAA Awareness
Quality inspection
Customer service & call handling
High‑volume inbound call management
Billing and account troubleshooting
Payment processing

Conflict resolution
Multi‑system navigation
Data entry & documentation accuracy
Explaining policies and charges clearly
Problem‑solving under pressure
Time management & meeting performance metrics

Accomplishments

Maintained flawless documentation and equipment records, contributing to zero discrepancies during inspections.
Completed mission‑critical tasks under tight deadlines, supporting operational readiness and high‑pressure decision‑making.
Achieved 100% accountability of tools, equipment, and maintenance logs during audits and inspections.

Timeline