Shunthenia "Shaun" Brown

• Provide transportation services to elderly and individuals with special needs throughout the city of Jacksonville and its surrounding areas via my personal vehicle.
• Adhere strictly to all safety guidelines set forth by employer.
• Communicate with dispatch regularly regarding any changes in route or delays due to traffic conditions.
• Utilize GPS navigation systems effectively in order to locate destinations quickly and efficiently.
• Follow designated routes for each destination, adhering to all traffic laws along the way.
• Maintain safe driving habits to ensure safety of driver, passengers, and general public on roadways.
• Report any incidents, accidents or violations immediately to supervisor.
• Add fluids, checked tires and kept interior and exterior spotless as part of vehicle upkeep.

Self-employed business manager of small business: home repair, improvement, and renovation company (plumbing, drywall, painting, small electrical, flooring, and demolition)
Provided prospective customers with professional quotes detailing materials, labor, and customization expenses for handyman jobs.
Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Assessed customer needs and provided appropriate solutions.
Ordered parts, supplies, or equipment from catalogs, suppliers, and vendors.
Recorded type and cost of maintenance or repair work.
Oversaw customer service activities to ensure quality standards were met or exceeded.
Resolved any customer complaints or issues quickly to maintain positive relationships.
Managed day-to-day business operations including staffing, inventory management, budgeting, accounting, and payroll processing.
Organized and oversaw capital improvement projects to maintain business viability.
Recruited, hired, and evaluated (6) staff members.
Hands-on experience assisting in flooring, painting and drywall

• Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
• Responded to customer issues to provide immediate resolution and improve retention.
• Provided administrative support to multiple departments as needed.
• Scheduled meetings and sent invitations specifying time and location.
• Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
• Coordinated catering services for various functions, including sales trainings and department meetings.
• Prepared agendas and took minutes at meetings.
• Processed confidential documents and materials for dissemination to appropriate parties.
• Ensured that all confidential information was stored securely.
• Composed, edited, and proofread correspondence and other documents.
• Coordinated communications, responding to emails and interfacing with clients.
• Processed incoming and outgoing mail daily.
• Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.

• Developed event themes and concepts to ensure successful execution of events.
• Collaborated with clients to identify their goals and expectations from the event.
• Sourced venues for events in accordance with client needs and preferences.
• Organized event facility, food and beverage selections and audio-visual arrangements.
• Coordinated vendors, timelines and budgets for events.
• Negotiated with vendors to achieve most favorable terms.
• Monitored budgeting process for each event to ensure cost efficiency.
• Ensured effective communication between vendors and suppliers before, during and after the event.
• Led site walk-through and meetings prior to event to go over checklists and delegate assignments to staff.
• Managed logistics related to transportation, catering, entertainment, decorations for events.
• Coordinated with media personnel such as photographers and videographers for capturing important moments during the event.
• Hired, trained and supervised volunteers and support staff required for events.
• Provided on-site support during the day of the event including problem solving if necessary.

• Conferred with customers by telephone or in person to provide information about residential and commercial utility services.
• Set up and activated customer accounts.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service in a timely manner.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Improved customer service wait times to mitigate complaints.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Researched, reviewed and verified customers’ payment history to determine credit worthiness and eligibility
• Processed, counseled and provided financial guidance to low-income citizens desiring financial assistance with utility bills
• Provided partnership, guidance and direction to various staff members and cross-functional teams including “standing in” and serving as back-up assistance during absences and peak workloads with other departments.
• Established, researched, trouble-shoot and responded to client inquiries regarding both residential and commercial service utility accounts.
• Investigated and resolved high bill complaints of both residential and commercial accounts.
• Identified billing discrepancies of utility services, notified appropriate staff and management teams and completed paperwork to support all credits and/or adjustments applied to both commercial and residential accounts.
• Supervised, mentored, and assisted in the training of newly hired customer service representatives.
• Active liaison between clients and field service technicians
• Analyzed complex data of electric, water, and sewer usage to troubleshooting various service discrepancies.
• Scheduled and facilitated interactions between internal and external staff members via hand-held computer monitoring systems and short-wave radio system.
• Daily processing of large monetary transactions of both residential and commercial customers.

• Answered incoming calls from various outside law enforcement agencies, active and retired police officers, news media, and general public responded to inquiries or directed them appropriately.
• Received visitors at front desk; provided general information about the requirements to become a Los Angeles police officer.
• Assisted sworn LAPD officers in obtaining sensitive and pertinent background information of police officers candidates while maintaining a high-level of confidentiality of both candidate and department regulations and guidelines.
• Liaised between customers, executive management, other staff members and suppliers to streamline and simplify communications.
• Obtained confidential background information through NCIC and Fingerprint Live Scan networks.
• Assisted with special projects as requested by executive management team.
• Supervised a team of administrative assistants ensuring tasks were completed in a timely manner.
• Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
• Provided orientation and training to newly hired employees.
• Evaluated, documented and/or counseled job performance of employees.
• Coordinated activities between departments to ensure efficient workflow process.
• Created training materials for new employees regarding administrative processes within the company.
• Monitored office supplies inventory levels; ordered new supplies as needed.
• Monitored and approved employees’ requests for time off and reviewed timesheets for accuracy.
• Personal Assistant to the Lieutenant of the Administrative Investigation Unit.