Hi, I’m
Wakenda Shaw
Owner
Green Cove Springs,FL
Summary
Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams.
Overview
22
years of professional experience
4
years of post-secondary education
Work History
Bey Cameron Shaw LLC.Green Cove Springs, FL
Owner
01.2018 - Current
Job overview
- Managed day-to-day business operations.
- Trained and motivated employees to perform daily business functions.
- Consulted with customers to assess needs and propose optimal solutions.
- Evaluated suppliers to maintain cost controls and improve operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Managed large budgets, collaborating with other departments to eliminate redundancies.
- Generated revenues yearly and effectively capitalized on industry growth.
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
- Prepared bank deposits and handled business sales, returns and transaction reports.
- Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
- Assessed damaged materials and notified maintenance personnel of needed repairs.
Bey Cameron Shaw LLCJacksonville , FL
Claims Benefit Specialist
12.2016 - 06.2019
Job overview
- Utilized appropriate cost containment techniques to reduce overall claim costs.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Processed and recorded new policies and claims.
- Calculated adjustments, premiums and refunds.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Modified, updated and processed existing policies.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Verified client information by analyzing existing evidence on file.
- Checked documentation for accuracy and validity on updated systems.
H&r BlockJacksonville, FL
Customer Service Professional
01.2015 - 04.2015
Job overview
- Responded to customer calls and emails to answer questions about products and services.
- Surpassed performance goals by approaching interactions with resourcefulness, organization, and customer-centric solutions.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Maintained and managed customer files and databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted customers by answering questions and responding to inquiries.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Ashley Furniture HomestoreJacksonville, FL
Office Manager
09.2012 - 12.2012
Job overview
- Managed office operations while scheduling appointments for department managers.
- Coordinated special projects and managed schedules.
- Maintained computer and physical filing systems.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Evaluated employee records and productivity and submitted evaluation reports.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Updated reports, managed accounts, and generated reports for company database.
- Created, maintained and updated filing systems for paper and electronic documents.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Delivered performance reviews, recommending additional training or advancements.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Reported to senior management on organizational performance and progress toward goals.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Ashley Furniture HomestoreJacksonville, FL
Customer Service Associate
09.2004 - 09.2012
Job overview
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Solved problems with products and services by providing customers with technical support.
- Provided training and support to new associates to help provide high-quality customer service.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Developed and updated databases to handle customer data.
- Investigated and resolved accounting, service and delivery concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Rooms To GoJacksonville, FL
Office Assistant
06.2001 - 09.2004
Job overview
- Delivered clerical support by handling range of routine and special requirements.
- Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
- Interacted with customers by phone, email, or in-person to provide information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Assisted with budgeting and financial management to keep office operating within budget.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Ordered office supplies and kept office stocked with needed resources to operate smoothly.
- Maintained and updated office records, both digital and physical.
- Monitored security to help maintain equipment, data and information safety.
- Submitted employee payroll documentation weekly to avoid errors and kept employees paid accurately and on time.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Edited and proofread documents for accuracy and completeness.
- Purchased and maintained office supplies.
- Compiled and analyzed data to produce reports.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Assisted with onboarding of new employees.
- Input data into spreadsheets and databases.
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
- Edited documents to keep company materials free of grammar errors.
Education
Terry Parker High SchoolJacksonville, FL
High School Diploma
08.1991 - 06.1995
Florida State College At JacksonvilleJacksonville, FL
No Degree from Early Childhood Education
05.2001
Skills
Coaching and mentoring
Marketing
Strategic planning
Business administration
Relationship building
Business planning
Client Service
Budgeting
Staff Management
Negotiation
Profit and Loss
Verbal and written communication
Timeline
Owner
Bey Cameron Shaw LLC.
01.2018 - Current
Claims Benefit Specialist
Bey Cameron Shaw LLC
12.2016 - 06.2019
Customer Service Professional
H&r Block
01.2015 - 04.2015
Office Manager
Ashley Furniture Homestore
09.2012 - 12.2012
Customer Service Associate
Ashley Furniture Homestore
09.2004 - 09.2012
Office Assistant
Rooms To Go
06.2001 - 09.2004
Florida State College At Jacksonville
No Degree from Early Childhood Education
05.2001
Terry Parker High School
High School Diploma
08.1991 - 06.1995