1. 1
SHAWNA A. WAGNER
1023 Brook view Avenue ~ Doraville, GA 30340
Shawna_Ariel@hotmail.com ~ (646) 704-2896
ADMINISTRATIVE SUPPORT / CUSTOMER SERVICE REPRESENTATIVE
Highly motivated, self-directed individual with a history of high achievement and task completion
Committed to cultivating relations with adults and peers, devoted to successfulcompletion of all assigned tasks,great interpersonal and
negotiation skills, pays extraordinary attention to details. Able to find challenges and actively seeks solutions. Great interpersonal and
negotiation skills, strong decision making skills.
Additional Qualifications included.
Self-Motivated / Proactive / Leadership / Quality Assurance / Detail oriented
Excellent observer / Strong communicator / Keen intervention skills / Team player
Ambitious / Self-starter / Resourceful / Tenacious
EDUCATION
Uniondale High School, High School Diploma, 2008
WORK EXPERIENCE
FINANCIAL ASSET MANAGEMENT SYSTEMS
COLLECTIONS SPECIALIST (OCTOBER 2014-OCTOBER 2015)
In-bound/ out-bound call center
Meet production and attendance standards set by the Company
Maintain current knowledge of the contract and explain its provisions accurately to borrowers
Maintain current knowledge of compliance requirements and apply knowledge appropriately to protect the
borrower and the Company in daily collections activity
Engage with the borrower in a problem-solving effort, skillfully addressing any objections raised to
repayment
Solicit borrower income and expense information in order to accurately identify eligibility for various loan
repayment programs
Accurately and objectively inform the borrower of all repayment options
Ensure all necessary paperwork is completed and returned by the borrower
Monitor payments made by borrowers in order to minimize the number of delinquent accounts.
Properly and timely document the appropriate computer-based record with details of all transactions
Maintain dialog with supervisor to determine when accounts are uncollectible and to take the appropriate
action
Actively assist new hires in integrating into the work group and becoming quickly productive
Remain current with certification and testing requirements, e.g. FDCPA and Cyber Security
RANDSTAD (STATEFARM)
Customer Service Associate-Temp Agency (APRIL2014-OCTOBER 2014)
In-bound call center
Provide assistance to claim handlers by performing a variety of support services (e.g., setting up claim files, filing
correspondence, pulling files)
Enter electronic claim information
Update and make corrections to claim files as directed by claim representatives
2. 2
Receive and distribute incoming mail and processes outgoing mail
Perform receptionist and/or office switchboard duties as assigned
Operate a variety of office equipment, including computers, printers, copy machines, facsimile receiver/transmitter
and mailing equipment
JOANN FABRIC AND CRAFTS STORES
Customer Care Associate (2013-2014)
Provided customer service through direct interaction with customers and assisted with operational merchandising
and receiving tasks throughout the store.
Responded with a sense of urgency and respect to ensure friendly and helpful service for every customer.
Processed customer transactions throughout the store such as at the cash registers, cutting counters and/or custom
business areas.
Assisted in receiving, stocking, organizing, and displaying product according to store standards.
Maintained awareness of and assisted with price changes, plan-o-grams and promotional signage.
Took pride in the store by maintaining the cleanliness, recovery and operational standards throughout the store.
Supported teamwork and collaboration with store leaders and other Team Members
Other duties as assigned.
DUNKIN DONUTS
Customer Care Associate (2008-2009)
Hold guests as highest priority and ensure each guest is highly satisfied with his/her experience.
Respond to specific guest needs and resolve problems with a sense of urgency.
Adhere to Brand standards and systems, delivering quality food and beverage to each guest.
Maintain a clean and neat workstation; complete thorough cleaning of guest areas
Complete all required training and support the training of other team member
Follow all procedures related to cash, cleanliness, food safety,and restaurant safety and security.
FOUR SEASONS NURSINGAND REHABILITATIONCENTER
Clerical Support, Volunteer (2007-2008)
Assisted with medical billing and coding
Responded to customer’s requests and billing enquiries
Covered telephones while receptionist at lunch or absent
Offered support to patients through reading, talking and running light errands.
Ensured comfort to assigned patients
HEART-2- HEART
Team Leader/Tutor, Volunteer (2010-2011)
Assisted students with after school care and support
Tutored students and helped with homework
Organized and supervised extracurricular activities and structured games
