Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shunthenia Brown

Jacksonville,Florida

Summary

Hello, I am a mid-level professional offering demonstrated success in leading teams and managing projects to successful completion. Highly skilled in problem-solving and conflict resolution oftentimes with a strong focus on customer service and satisfaction. Proven track record of developing and implementing successful strategies to optimize performance, increase efficiency, and overall quality.

My primary focus is on providing every customer with a positive and memorable experience while maintaining professionalism and friendliness. I am often praised for my ability to multi-task, prioritize workload, and achieve successful first contact resolution in fast-paced environments. I have a genuine love for business and people and this is displayed in my willingness to go the extra mile while utilizing critical thinking to ensure a win-win for both the employer and clients.

Overview

35
35
years of professional experience

Work History

Business Mgr -Remote Full-time: 40 Hours Per Week

Good Success Enterprises Handyman Services
04.2016 - Current
  • As Business Manager, I handle tasks such as coordinating and scheduling plumbing, drywall, painting, small electrical work, flooring, remodeling, renovating, appliance installation, and demolition jobs
  • I calculate all labor, equipment, and material cost.
  • I generate and provide quotes to potential customers.
  • I draft all pertinent correspondence and submit to owner for final authorization.
  • I review and update all customers' accounts to ensure accuracy.
  • I implement payment schedules, communicate with customers to understand their needs.
  • I update and adjust proposals, order necessary supplies, record maintenance or repair work.
  • I monitor progress towards goals, objectives, and job completeness and notify customers of work status.
  • I pro-actively ensure customer satisfaction, handle complaints, manage day-to-day operations, meet with vendors, schedule appointments, and sell upgrades.
  • I answer all telephones, talk, type and navigate various systems simultaneously.
  • I create weekly schedules based on predicted staffing needs, budgets, and employee requests.
  • I utilize CRM on-line software to track customer activity, perform updates on customers information, and generate reports on sales performance.

Administrative Assistant Full-time: 40 Per Week

State of FL Department of Juvenile Justice Juvenile Assessment Center DJJ JAC
10.2008 - 03.2016
  • As an Administrative Assistant, I was the first point of contact for all parents and visitors entering the secured facility
  • I greeted visitors professionally and escorted them to various departments
  • I answered all incoming calls, provided information, or transferred callers as necessary
  • I activated new juvenile arrest information, updated existing cases with new charges or information, and closed arrest files once the juvenile was adjudicated
  • I provided written documentation and drafted all correspondence letters to parents about juvenile arrests and their parental responsibilities.
  • I updated, corrected, and adjusted the travel log and ensured readiness for transportation to court dates or detention centers.
  • I interacted and assisted various statewide law enforcement agencies in obtaining pertinent juvenile arrest information.
  • I actively purged juvenile records from the juvenile database once they became an adult.
  • I processed and forwarded records to retention archives for further storage
  • I assisted with scheduling, locating, and placing juveniles for mental evaluations
  • I provided administrative support to various departments and courts as needed
  • I actively scheduled, notified, and documented appointments with counselors, parents, and agencies regarding juveniles' welfare
  • I located, vetted, and hired all vendors for repairs within the facility as needed.
  • I communicated with management in regard to juvenile arrestees' escalated problems/issues requiring additional assistance.
  • I prepared, composed, and reviewed all correspondence drafted/prepared for the purpose of notifying parents/family/caregivers or obtaining juvenile arrest reports from law enforcement agencies.
  • I notified, prepared, distributed agendas, and took minutes for all outside agencies for monthly staff meetings.
  • I counseled juvenile arrestees and their parents on the necessities of their cases.
  • I safely processed and distributed all sensitive and confidential documents
  • I maintained inventory and placed supply orders

Owner: Event Planner Part-time: 20 Hours Per Week

ATAP - All Things Are Possible Event Services
01.2002 - 07.2008
  • As a self-employed Event Planner, I coordinated weddings and special events part-time
  • My responsibilities included finding and booking event venues, choosing vendors for food, beverages, decorations, and music
  • I facilitated communication between clients and vendors, negotiated contracts, and managed the hiring, training, and supervision of volunteers and support staff
  • On the day of the event, I provided on-site support
  • Successfully managed and developed a team of 10 employees, utilizing excellent communication skills and problem-solving capabilities.

Call Center Customer Service Rep F/T 40 Hours Wk

LADWP -Full-time: 40 Hours Per Week
05.2000 - 11.2006
  • As a Los Angeles Department of Water and Power Call Center Customer Service Representative in a fast-paced, high-volume contact center with a 24/7/365 operations schedule
  • I answered an average of 85-110 incoming calls on a daily; oftentimes resulting successfully in first call resolution.
  • I provided information on water, electricity, sewage and sanitation services.
  • I activated, transferred, and de-activated utility services for both commercial and residential customers throughout the City of Los Angeles and its surrounding areas.
  • I assisted customers in making payments via check, credit cards, and third-party vendors
  • I calculated new, existing, late payment charges, and arrear payments to determine new financial responsibilities and set up payment arrangements for overdue accounts,
  • I conducted financial assessments to determine credit worthiness of all new residential and commercial customers to determine income eligibility.
  • I trouble-shoot and resolved issues related to water, electricity, sewage, sanitation services, and collaborated with other departments to find workable solutions,
  • I calculated and assessed customers' payment history to determine their creditworthiness and security deposit amounts
  • I conducted yearly reviews of low-income residential customers' utility accounts to ensure satisfactory adherence to low income eligibility requirements/mandates.
  • I counseled and provided financial guidance to low-income customers desiring to lower the their utility bills.
  • I investigated and resolved high-bill complaints, trained and mentored new customer service representatives, and inputted all work orders for the field service teams.
  • I ensured timely and appropriate measures where taken when collecting data for high bill complaints from residential and commercial customers.
  • Additionally, I served as liaison between clients and field service technicians, analyzed data to address service discrepancies, scheduled interactions for staff members, and processed large monetary transactions for commercial and residential customers

Administrative Assistant/Supervisor

LAPD - LA Police Dept Full-time: 40 Hours Per Week
01.1990 - 05.2000
  • I received and answered calls and inquiries from law enforcement agencies, retired police officers, news media, and the public regarding high-profile arrests
  • I assisted LAPD officers with administrative background checks for police officer candidates while maintaining strict confidentiality
  • I helped in recruiting civilians who wanted to become LAPD officers
  • I improved communication between customers, management, staff, outside law enforcement agencies, and vendors
  • I accessed confidential background information through NCIC and Fingerprint LiveScan, conducted fingerprinting on police officer candidates, and collected their psychological, financial, criminal, and educational records
  • I processed evaluation questionnaires for candidates' neighbors and searched employment networks for potential candidates
  • Additionally, I supervised a team of 8 administrative assistants, trained them on administrative processes and procedures, evaluated their performance, and created training materials for new employees
  • Lastly, I served as a Personal Assistant to the Lieutenant of the Administrative Investigation Unit

Education

Associate of Arts - Human Services

FSCJ - Florida State College Jacksonville
Jacksonville, FL
06-2016

Skills

    Problem-Solving Skills

    Inbound Call Center/Call Center Experience

    High Volume Calls in a Fast-Paced Environment

    Heavy Phones

    Multi-tasking, Adaptability, & Flexibility

    Active & Empathetic Listener

    Supply & Inventory Management

    Employee Recruitment & Staff Training

    Remote/Work From Home Experience

    Email Application

    Complex Customer Needs

    Recordkeeping, Retention, Redacting, & Purging

    Able to Handle Highly Confidential & Sensitive Material

    Works Well In Diverse Groups/Team-player

    Attention To Detail

    Contract Negotiation/Negotiations Skills

    Project Management

    Troubleshooting

    Background Investigation

    Heavy 10-Key Data Entry

    Team Leader/Mentorship

    Credit Risk Assessment & Calculation

    Typing 52 WPM

    Cost Calculation

    MS Office Series Proficiency

    First Point Of Contact Resolution

    Staff Recruitment & Evaluations

    Vendor Management

    Professional Demeanor, Friendly, and Personable Disposition

    Advanced Office Administration Skills

    Calendar & Appointment Scheduling

    Emotional Intelligence/Positive Attitude

    Excellent Time Management/Works Well With Deadlines

    Interpersonal Skills

    Consistently Delivers World-Class Customer Service

    Excellent Verbal and Written Communication Skills

    Counsels, Notifies, and Provides Guidance to Parents & Juvenile Detainees

Timeline

Business Mgr -Remote Full-time: 40 Hours Per Week

Good Success Enterprises Handyman Services
04.2016 - Current

Administrative Assistant Full-time: 40 Per Week

State of FL Department of Juvenile Justice Juvenile Assessment Center DJJ JAC
10.2008 - 03.2016

Owner: Event Planner Part-time: 20 Hours Per Week

ATAP - All Things Are Possible Event Services
01.2002 - 07.2008

Call Center Customer Service Rep F/T 40 Hours Wk

LADWP -Full-time: 40 Hours Per Week
05.2000 - 11.2006

Administrative Assistant/Supervisor

LAPD - LA Police Dept Full-time: 40 Hours Per Week
01.1990 - 05.2000

Associate of Arts - Human Services

FSCJ - Florida State College Jacksonville

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Shunthenia Brown