Shawna Burley

Interacted with members and donors to address inquiries regarding benefits and records.

Handled high volume of calls and correspondence, identifying appropriate departments for unresolved issues.

• Membership and donor records corrected, canceled, and maintained, including preparation of refund requests and processing of orders.
• Monitored workflows to detect unusual trends or problems in member communication.
• Provided project-based fulfillment services for development programs, processing returned products.
• Add and update member records to maintain and clean up member information across databases.
• Researched and prepared special projects and reports using word processing and spreadsheet applications.
• Responded to email inquiries, adjusting preferences in Salesforce database.
• Address requests from Members, Volunteer Leadership, and other staff entities for information and services related to all Sierra Club programs, researching issues impacting Membership records, and maintaining organizational files.

• Maintained manual and automated personnel records, ensuring accuracy and confidentiality.
  Collected and compiled sensitive personnel statistics for comprehensive reporting.
  Processed employee benefits enrollments in accordance with established procedures.
  Verified supporting and legal documents to ensure compliance with regulatory standards.
  Furnished information to authorized personnel and agencies as required by management.
  Performed various clerical tasks related to employee records and benefits administration.
  Assisted management with additional tasks as needed, demonstrating flexibility and responsiveness.
• Coordinated internal investigations into potential violations of company policies or legal requirements.

Verified transaction information and computed charges and refunds for accuracy.

Created manual invoices and followed up on accounts to collect revenue.

• Collected and analyzed account information to prepare comprehensive financial reports.
• Maintained accounting ledgers to ensure accurate financial tracking.
• Consistently met monthly quota by collecting $75,000 in delinquent accounts.

• Oversaw alarm dispatches and addressed service requests in a timely manner.
  Outlined alarm-handling procedures for training and reference purposes.
  Directed field personnel dispatch for optimal response times.
  Managed communication by relaying various call types and overhead pages.
  Conducted outbound calls to customers, police departments, and emergency contacts as needed.
  Processed incoming monitoring signals for prompt action.

• Dispatched field personnel and confirmed customer appointments efficiently.
  Updated customer information in the billing system to ensure accuracy.
  Monitored field representatives in assigned areas for improved service delivery.
  Screened daily video pools to identify area problems and outages.
  Contact customers affected by service interruptions to provide timely updates.

Resolved inbound billing inquiries to enhance customer satisfaction.

Achieved sales goals through effective service offerings and upgrades.

Processed customer payments while ensuring accurate documentation of installation and service orders.

• Managed billing escalations to maintain high service standards.