1. CRAIG SHIELDS
5500 Overpass Rd Apt 802, Buda, Tx 78610 | H: 512-295-0994 | craig.lynn.shields2015@gmail.com
Career Overview
Dedicated Leader skilled in process improvement and employee development.. Manages
multiple projects under tight deadlines.
Core Strengths
Strong organizational skills Creative Problem Solver
Active listening skills Excellent Critical thinker when solving
Seasoned in conflict resolution problems
Sharp problem solver Excellence ability to prioritize
Courteous demeanor Outstanding ability to make
Energetic work attitude presentations
Telephone inquiries specialist Great skills in active listening
Customer service expert Training and development
Adaptive team player Employee relations
Labor agreements
Personnel records maintenance
New hire orientation
Hiring and retention
HR Connect
Accomplishments
Two Directors Awards for my work in employee engagement
Increased phone effectiveness from 60% to 80%
Work Experience
Independent Sale Representative Jul 2014 to Dec 2014
Transworld Systems - Buda, TX
Facilitated sales of collection services while increasing cash flow for clients.
Initial appointments generated through cold calls.
Stephen Minister and Stephen Leader - Volunteer Jan 2001 to Current
Bethany Lutheran - Austin, Tx
Ministered to those going through various types of issues.
For example: death, divorce, job loss, and sickness.
The following skills were used in this ministry: Listening, Dealing with feelings, Sharing
Christian Resources, Assertiveness, skills in recognizing signs for suicide, severe
depression, abuse, homicide tendencies, or drugs and alcohol.
Instructed class for newly recruited Stephen Ministers.
Customer Service Manager Jul 2000 to May 2013
Internal Revenue Service - Memphis, Tn
Led a team of 15 tax examiners and clerical staff.
Created training manuals targeted at resolving even the most difficult customer
issues.
Developed, implemented and monitored programs to maximize customer satisfaction
and manage on-site customer service representatives.
Owned team productivity metrics.
Interviewed, hired and trained new quality customer service representatives.
Provided detailed monthly departmental reports and updates to senior management.

2. Addressed negative customer feedback immediately.
Effectively communicated with team members to maintain clearly defined
expectations.
Resolved customer questions, issues and complaints. Recommended changes to
existing methods to increase the accuracy, efficiency and responsiveness of the
customer service department.
Developed rapport with the customer base by handling difficult issues with
professionalism
Monitored assigned work to ensure timely completion.
Reviewed all completed offers for accuracy.
Reviews and evaluations were shared with each employee.
Phone system was monitored to ensure adequate phone coverage
Phone schedule was prepared for both day shift teams
Input time and attendance reports
Instructed annual human resource classes
Development Coordinator - Volunteer Jan 2000 to Jan 2002
Immanuel Lutheran School - Memphis, TN
Established the first endowment fund along with first annual dinner/auction.
Supervisory Tax Examiner Dec 1992 to June 2000
Internal Revenue Service - Memphis, Tn
Managed both the Employment Tax and Unemployment Tax underreporting program
7 years of project management experience.
Analyzed submitted Form 941 with submitted Form W-2's.
Analyzed submitted Form 940 with Unemployment returns filed with the state
Created training manuals targeted at resolving even the most difficult customer
issues.
Interviewed, hired and trained new quality tax examiners
Monitored the daily activities of 10 tax examiners.
Owned team productivity metrics.
Provided detailed monthly departmental reports and updates to senior management.
Effectively communicated with team members to maintain clearly defined
expectations.
Resolved customer questions, issues and complaints.
Presented on agenda items at team meetings each week
Managed payroll and time and attendance systems.
Responded to employee inquiries regarding payroll and timekeeping.
Improved service quality and increased customer satisfaction by developing a strong
knowledge of the CAWR and FUTA programs
Management Trainee Dec 1991 to Nov 1992
Internal Revenue Service - Memphis, TN
Trained in various departments on rotational assignments. Attended the following classes:
Leadership, Labor Relations, Project Management. Project planner for 6 months.
Tax Examiner Sep 1986 to Nov 1991
Internal Revenue Service - Memphis, TN
Trained to process the following tax returns: 720, 940, 941, 943,1041,1065, 1120 and
1120S
Analyzed taxpayer correspondence along with internal tax records
Performed penalty abatements and credit transfers
Communicated with the taxpayer via letter and phone call
Trained to calculate complex interest calculations
Assistant Manager Jan 1981 to Dec 1991
Bonanza Family Restaurant - Memphis, Tn
Scheduled and directed staff in daily work assignments to maximize productivity
Efficiently resolved problems or concerns to the satisfaction of all involved parties.

3. Continually monitored restaurant and took appropriate action to ensure food quality and
service standards were consistently met.
Minimized loss and misuse of equipment through proper restaurant supervision and staff
training.
Exhibited thorough knowledge of foods, supervisory duties, service techniques, and guest
interactions.
Consistently maintained high levels of cleanliness, organization, storage, and sanitation of
food and beverage products to ensure quality.
Performed restaurant walk-throughs to gage timeliness and excellent service quality.
Developed and maintained a staff that provided hospitable, professional service while
adhering to policies and business initiatives.
Communicated well and used strong interpersonal skills to establish positive relationships with
guests and employees.
Counseled and disciplined staff when necessary.
Educational Background
BBA Management, Business 1981
University of Memphis - Memphis, TN, USA
Master of Counseling
University of Memphis - Memphis, TN, USA
Completed 18 hours