1. Belinda S. Shockley belindasmiles2@gmail.com
Spokane, WA 509-951-0972
Professional Summary:
A reliable, dependable and motivated employee whotakes pride in meeting and exceeding
employer’s expectations while enhancing company reputation utilizing my positive customer
service skills, my education and my broad experience to its fullest potential. I am a continual
learning, positive team player, and I enjoy supporting others by sharing my knowledge.
Qualifications Highlights:
• Customer Service oriented:
-Customer needs assessment
- Meeting quality standards forservice
-Evaluationof customer satisfaction
• Maintain scheduling and event calendars:
- Schedule and confirm appointments for clients, customers, or supervisors.
• Maintaining information:
-Create and maintain files
-Processing paperwork
-Data entry
• Operate officeequipment:
-Multi-line telephones, computers, fax machines, copiers, and postage machines
• Set up and manage Filing systems:
- Paper or electronic recording information
- Updating paperwork or maintaining documents
• Computer programs:
-MicrosoftWord, Exceland Outlook
- Siebel, SAP, Scheduling Service System (SystemsNavigation),AS400,Imspord
• Administrative Activities:
-Greet visitors or callers and handle their inquiries
-Direct customers to the appropriate persons according to their needs
• Communicating with Supervisors and Peers:
- Establishing and maintaining Interpersonal Relationships
Relevant Work Experience:
OfficeTeam Staffing Agency , Spokane, WA July 2015-November 2015
Assignement: F5 Networks Inc.
Technical Support:Taking inbound customer service calls by phone and email. Setting up service
requests, enabling web support acess and transferring to an engineer. Updated weekly Witness
spreadsheet forengineer availability.
Spherion Staffing Agency, Spokan, WA April 2015-June2015
Assignement: Spokane Cournty District Court House May 2015-June 2015
FileClerk. Retreiving, Filing, updating, assembling files
Assignement: Food Service of America April 2015
Assisted in preprations and implementation of Food show
Pitney Bowes Inc., Spokane, WA January 1993 – December 2014

2. Install SupportSpecialist,ServiceTechniciansSupportSpecialist,CustomerSupport
SpecialistandDeskSideTrainingofCo-Workers
*Install SupportSpecialist: Tracknew orders of equipment from shipment to delivery. Contacted
customers by phone and email to verify information and schedule appointments. Assist customers
on any other concerns, sales, supplies, billing, and serviceby answering questions or transferring
them to an associate that could assist them. Maintained a excel spread sheet of orders in 5-7 states
*ServiceTechniciansSupportSpecialist: Providedinformation on service calls assigned to them,
ordered parts and contacted sales if there is an issue with a new equipment order. This job was
also known as a District Monitor.
*CustomerSupportSpecialist: Takeninbound customer service calls by phone and email.
Assisting customers with their postage machines frominstalling and trouble shooting
Key Projects:
* Processmapping forservice representatives getting and clearing service calls in an interactive
automated phone system, we called it an I. V. R. (InteractiveVoice Response)
* Creating and developing training material and job aide guides for our Multi-Vender Services
(MVS). For handling and processing a service calls by email and phone.
*Customer simulation tool development
Volunteer and CommitteeWork
Christmas Boxes for the Troops PB Rewards and Recognition Committee
PB Birthday Celebration Committee PB EmployeeGiving Champaign
PB Safety Committee; Committee leader 2007-2014
Awards and Recognition
*Stock Optionsfordevelopinganimprovementof aprocess
*RapidReward:For developingMulti-VenderServices(MVS) trainingmaterial fromscratch
*Above andBeyondAward: 147 forcustomerservice
*ValuedTeamPlayerAward:90 For Exceptional commitmenttoteamworkandoutstanding customer
service
Education
AAS,General BusinessAdministration,NorthIdahoCollege
Occupational Education101, 102 and 103; Developmentof CommunicationStudies –Leadership
Development,Time Managementworkshop,Studyof Gettingthe Response youdeserve; Speechfor
BusinessandProfessionalsandSpeech103 Effective Listening
LogisticsTechnician(AccreditedunderISO17024 Personnel CertificationandANSIaccredited)
LogisticsAssociate (AccreditedunderISO17024 Personnel CertificationandANSIaccredited)
IntroductiontoLeanSix Sigma
Training: Pitney Bowes:
CustomerAdvocacy:Newworkhabitfora radicallychangingworld;DistrictMonitor:Service
representative management;ReachingforStellarService;TechniquesforanEmpoweredWorkforce
Course of Mastery:Takingthe RightSteps;BuildingEffective Inter-functional Relationships;Call center
communicationskills;CriticalThinkingStrategies;DynamicDecisionMaking;Coachingtopreform;Intro
to Projectmanagement;BusinessExecutioninAction;
Annual mandatorycourses: Data Privacyandinformationsecuritytraining

3. BelindaS. Shockley509-951-0972
Belindasmiles2@gmail.com
Marketing Paragraph:
With a degree in business administration, Belinda Shockley 20 years’ experience as a Customer
Service Support Specialist. She has an understanding of all applications within Microsoft Office
Suite. Belinda has worked as a Customer Support Specialist and Technical Support for over 20
years with Pitney Bowes. She uses her ability to take initiative and multi-task to accomplish any
task at hand. Belinda can cover inbound internal and external customer support. She is willing to
lend a helping hand to a co-worker when needed. She is a team player. Belinda can be relied on
to focus and pay attention to detail and accuracy. Belinda comes through, even under tight
deadlines. An added benefit is the fact that Belinda has excellent verbal and written
communication skills enabling her to interact with all levels of business professionals. As an
individual who takes pride in everything she does Belinda would be a positive addition to any
office.