Shenae Stapleton
Stone Mountain
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Arise Virtual Solutions Inc.
02.2023 - 04.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
Dietary Aide
Westbury Nursing And Rehab
05.2022 - 12.2022
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving and eating utensils and kitchen equipment in commercial dishwasher.
- Maintained strict levels of cleanliness for tables, floors and prep areas.
- Cleared tables and removed dishes, trays and utensils from dining room to dishwashing area.
Customer Service Representative
Handy Technologies Inc.
02.2021 - 12.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Sought ways to improve processes and services provided.
Unit Manager
Waffle House
06.2018 - 01.2021
- Achieved financial objectives by preparing annual budget and scheduling expenditures.
- Handled complaints from patients and families and immediately took steps for quick resolution and to prevent reoccurrence.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
- Supervised team of 20 sales members and cooks
Front Desk Receptionist
Red Roof Inn
03.2014 - 06.2018
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained transaction security by verifying payment cards against identification.
- Collected room deposits, fees and payments for 64 room hotel.
Business Administrative Support Associate
University Of Illinois, Urbana-Champaign
09.2007 - 09.2013
- Composed and proofread memos, letters and reports to verify error-free communication
- Executed record filing system to improve document organization and management.
- Assisted coworkers and staff members with special tasks on daily basis.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Postal Service Clerk
United States Postal Service, USPS
02.2005 - 09.2007
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Sorted mail according to size, shape and destination.
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
- Upsold postal services like insurance and tracking.
- Monitored inventory of postage stamps and made orders to replenish.
Mental Health Technician
Shapiro Developmental Center
12.2001 - 02.2004
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
Education
MBA - Healthcare Management
Colorado Technical University
Colorado Springs, COHigh School Diploma -
St Anne Community High
St Anne IllinoisSkills
- Administrative and Office Support
- Inbound And Outbound Calling
- Customer Support and Service
- Adaptability
- Scheduling
- Effective Communication Skills
- Windows
- Microsoft Word
- Stocking and Replenishing
- Report Transcription
- Account Management
- Conflict Mediation and Resolution
- Document and Records Management
- Critical Thinking
- Microsoft PowerPoint and Office Suite
- Medical Terminology
- Customer Relationship Management
- Problem-Solving Ability
- Typing Proficiency
- Staff Training
- Payroll accuracy
- Daily Timekeeping and attendance
- Audit Reporting
References
- Joyce Melton (470) 778-6742
- Robert Jones (312) 678- 0741
- Kim Dalluge (217) 898-9735
Timeline
Customer Service Representative
Arise Virtual Solutions Inc.
02.2023 - 04.2023
Dietary Aide
Westbury Nursing And Rehab
05.2022 - 12.2022
Customer Service Representative
Handy Technologies Inc.
02.2021 - 12.2022
Unit Manager
Waffle House
06.2018 - 01.2021
Front Desk Receptionist
Red Roof Inn
03.2014 - 06.2018
Business Administrative Support Associate
University Of Illinois, Urbana-Champaign
09.2007 - 09.2013
Postal Service Clerk
United States Postal Service, USPS
02.2005 - 09.2007
Mental Health Technician
Shapiro Developmental Center
12.2001 - 02.2004
MBA - Healthcare Management
Colorado Technical University
High School Diploma -
St Anne Community High