Shontisha Bruce
Brooklyn Center,MN
Overview
22
22
years of professional experience
Work History
Order Processing Assiocate
Element Fleet Management
Hopkins, MN
11.2025 - Current
- Analyzed and verified data accuracy within various fleet management systems.
- Demonstrated strong attention to detail, correct discrepancies.
- Streamlined document processing procedures to enhance operational efficiency.
- Maintain a positive relationship with the dealers
- Address any issues or discrepancies
Customer Monitoring Specialist
Stanley Security/Securitas
Plymouth, MN
09.2018 - Current
- Respond to all incoming alarm signals in our automation software according to documented procedures
- When deemed appropriate, calls to the premise, notifies the authorities, and calls a list of contacts
- Log all information into the automation system immediately and accurately
- Answers the multi-line telephone line system
- Ensures confidentiality of customer information at all times
- Make Outgoing calls on alarm signals
- Video monitoring
Administrative Support
Castle Edge Insurance
Edina, MN
11.2017 - 08.2018
- Provide administrative support to agents and executives
- Utilize comparative raters, carrier systems and agency management systems
- Receive and process new applications entering information into database
- Prepare binders for agents as needed
- Contract through end of May
Data Entry Specialist
Allina
Fridley, MN
07.2017 - 11.2017
- Entered and updated employee records in database system
- Responsible for storing completed documents in appropriate location
- Scanned documents for large-scale, paper-to-electronic file system conversion project
- Performed high volume 10-key data entry
- Other duties as assigned
- Temporary/contract through Kelly Services
Customer Service Representative
Wells Fargo Health Benefit Service
Roseville, MN
01.2011 - 06.2017
- Provided exceptional customer service via incoming calls
- Utilized multiple computer systems simultaneously while assisting customers via phone
- Monitored customer issues and requests to ensure timely and acceptable resolutions.
- Focused on customer retention at all times
- Maintained rigorous authentication and security policies and procedures for customer protection.
- Assisted with complex tax questions and corrections
- Coordinated new hire mentor schedule
- Facilitated employee trainings
Customer Service Representative
Select Comfort
Plymouth, MN
03.2007 - 01.2009
- Ensured appropriate changes were made to resolve customer problems
- Obtained and examined all relevant information in order to assess validity of complaints and to determine possible causes
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as action taken
- Recommended improvements in products, packaging, shipping, customer service, billing methods and procedures to prevent future problems
- Trained new employees on how to properly troubleshoot customer problems
Receptionist/Supervisor
All Season's Lawn Care
Minneapolis, MN
05.2004 - 03.2007
- Supervised 10 employees, scheduled work hours, resolved conflicts, determined salaries
- Planned, prepared, and devised work schedules, according to budgets and workloads
- Issued instructions and assigned duties to staff
- Observed, evaluated, hired and discharged employee based on performance
- Resolved complaints and answered questions of customers regarding services and procedures
- Interpreted and communicated work procedures and company policies to staff
- Helped staff in resolving problems and completing work
- Made recommendations to management concerning staff and improvement of procedures
- Wrote, designed and produced letters for our current and future customers
- Successfully handled relationships with customers
- Requisitioned and purchased supplies
Account Manager
Citi Financial Auto
Bloomington, MN
02.2005 - 05.2006
- Conferred with customers by telephone in attempt to determine reason for overdue payment, reviewing terms of sales, service, and credit contract with customer
- Executed daily collection operations of past due loans.
- Contacted neighbors and post office to determine new address of customers
- Wrote, designed and produced amendments and loan extensions for customers
- Mailed form letters to customers to encourage payment of delinquent accounts
- Arranged merchandise repossession, if necessary
- Managed a workload of around 200-225 accounts per month
- Kept records of financial status of customers and status of collection efforts
- Received payments and posted amount paid to customer account
Education
High School Diploma -
Osseo Senior High School
Osseo, MN01-2002
Skills
- 13 years ' Customer Service experience in a Call Center Environment
- Billing & Invoicing Data Entry (Alphanumeric, 10-key) CRM Database Platforms
- Microsoft Suite Peoplesoft SCI CIV Hogan PAS Service View
- Mastermind, ADP, NACS guide, Avaya phone system
- Organized with High Attention to Detail Excellent Communication Skills
- Data entry
- Workflow management
- Order management
- Teamwork
Timeline
Order Processing Assiocate
Element Fleet Management
11.2025 - Current
Customer Monitoring Specialist
Stanley Security/Securitas
09.2018 - Current
Administrative Support
Castle Edge Insurance
11.2017 - 08.2018
Data Entry Specialist
Allina
07.2017 - 11.2017
Customer Service Representative
Wells Fargo Health Benefit Service
01.2011 - 06.2017
Customer Service Representative
Select Comfort
03.2007 - 01.2009
Account Manager
Citi Financial Auto
02.2005 - 05.2006
Receptionist/Supervisor
All Season's Lawn Care
05.2004 - 03.2007
High School Diploma -
Osseo Senior High School