1. Shannon M. Armstrong
2908 Chivalry Drive
Shreveport, LA 71107
Cell: (318) 200-7663
Email: shalonge@yahoo.com
OBJECTIVE: To secure a position where I can effectively contribute my skills and experience with the intentions
of securing a job with ample opportunity to advance while continuously building my library of
knowledge and skills.
EXPERIENCE:
05/15-present Metropolitan Circles, LLC Shreveport, LA
Mental Health Specialist
 Maintain confidentiality of records relating to clients' treatment.
 Encourage clients to express their feelings and discuss what is happening in their lives, and help them to
develop insight into themselves and their relationships.
 Guide clients in the development of skills and strategies for dealing with their problems.
 Prepare and maintain all required treatment records and reports.
 Counsel clients and patients,individually and in group sessions,to assist in overcoming dependencies,
adjusting to life, and making changes.
 Collect information about clients through interviews, observation,and tests.
12/14 - 06/15 Xtreme Travel Agencies
Sapphire Luxury Travel /Certified Travel Agent Shreveport, LA
 Researching travel options & presenting the best deals in terms of requirements.
 Ensure all bookings & reservations are processed accurately.
 Responding to all phone enquiries promptly, courteously and in a friendly manner.
 Building strong relationships with clients.
 Ability to achieve branch, team sales and profitability objectives.
 Up selling relevant add-ons,like, insurance, excursions, currency etc.
 Monitoring bookings throughout the working day.
 Negotiating corporate and best rates with all major cruise lines.
 Booking hotel and domestic air travel.
 Monitoring competitor activity in order to maintain the most competitive rates.
 Complying with all relevant laws and travel business legislation.
 Handling high numbers of incoming calls from direct customers and travel trade.
03/13-06/14 Eldorado Casino Resort Hotel Shreveport, LA
Club Representative
 Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction
 Establish new guests with Players Club membership and maintaining and updating guest accounts
 Promotes the success ofthe Players Club by issuing membership and demonstrating the methods of use.
 Records information on new customers and updates computerfiles as needed.
 Evaluate and qualify guests forparticipation with casino floor promotions.
 Resolves miscellaneous guest complaints, referring to the appropriate supervisorwhen necessary.
 Maintain a working knowledge of the property and upcoming special events in order to advise guests and
fellow Team Members, whenever possible.
 Responsible for conducting all responsibilities in a professionaland ethical manner.
 Responsible for maintaining a consistent,regular attendance record.

2. 08/12-01/13 AT&T Shreveport, LA
Customer Service Representative
 Answer calls and respond to emails
 Handle customer inquires telephonically
 Manage and resolve customer complaints
 Provide customer with product information and service information
 Enter new customer information into system
 Update existing customer information
 Process orders
 Identify and escalate priority issues
 Route calls to appropriate resource
 Follow up customer calls where necessary
11/02-08/12 Caddo Parish School Board, Fairfield Elementary Magnet Shreveport, LA
General Fund Aide
 Assists teachers in duplicating requested materials
 Assist teachers in presentation of subject matter to students,utilizing various methods and techniques
 Assists teachers in preparing, administering and grading examinations
 Monitoring during routine supervision of students in study areas,cafeteria, halls, playground ,
on field trips, and bus loading/unloading areas where applicable
 Maintain classroom order in emergency cases until proper certified or substitute person arrives
 Administer medication and first-aid to students
 Ability and initiative to plan, organize and carry out assignments with minimum supervision
 Perform basic office duties and other related duties as required or assigned
03/02-11/02 McCrary and Associates Shreveport, LA
Legal Secretary/Office Manager
 Maintained the reception area and answered multi-line telephone system
 Provided litigation support by assisting with case investigations
 Generated reports on personalinjury claims
 Maintained extensive contact with clients and insurance adjusters
 Prepared all legal documents,interrogatories and petitions.
11/01-03/02 Morris Bart, P.L.C, Shreveport, LA
Legal Secretary
 Managed heavy case load while having extensive contact with all clients
 Generated reports for all clients and processed all files
 Prepared all legal documents,interrogatories and petitions
 Had direct contact with insurance adjusters and setting up of all files and claims
 Performed faxing , photocopying and filing duties
05/00-11/01 Morris Bart, P.L.C. Shreveport, LA
Receptionist
 Arrange conferences calls and meeting
 Answered incoming calls and took accurate messages
 Escorted clients to appointments
 Sorted mail, faxed, and photocopied documents for all attorneys
 Prepared and organized all new clients into systemfor attorney and legal assistants.
 Prepared all welcome letters and appointments for attorneys
 Distributed incoming mail/outgoing mail and processed settlement checks daily

3. EDUCATION:
06/2012-04/2015 University of Phoenix, Phoenix, Arizona
Bachelor of Science Degree in Psychology
08/2011-05/2012 Southern University, Shreveport, Louisiana
General Studies
08/2003-07/2004 Southern University, Shreveport, Louisiana
General Studies
08/1987-08/1989 Southern University, Shreveport, Louisiana
General Studies
SKILLS:
 Type 50 WPM
 Independent thinker
 Problem Solver
 Team Player
 Work well without supervision
 Ability to prioritize and remain focused on the essence of an issue
 Excellent with customer support services
 Skilled at learning new concepts quickly while working well under pressure
References Available Upon Request