Rosalyn Shadrick

Customer Service Specialist

March 2018 to June 2019

Statutory Paid Leave Specialist

June 2019 to October 2019

Integrated Paid Leave Specialist

October 2019 to September 2022

Senior Integrated Paid Leave Specialist

September 2022 to Current

· Complete processing of new leave and completions of a daily assigned list to maintain turn around times.

· Complex call escalation and resolution.

· Perform as a service matter expert for specific processing for employers with paid leave and administration of federal, state, and corporate specific leaves.

· Created specific training programs to transition new hires to be proficient paid leave specialists across all paid leave teams. Training programs included review of assigned products, application, and mentoring to ensure specialists could transition successfully to the role. (PFL org as a whole.)

· Performed as dedicated trainer for the Costco Paid leave team. This included creating a training regimen and schedule for upskills including both corporate leave and NY PFL for Costco.

· Act as a manager back up, handling complex files, calls, and payments to mitigate escalated situations.

· Encourage a one team mindset to ensure the best customer service from the team.

· Identified areas for letter and process improvements.

· Leading team upskills and reviews for more complex processing topics.

· Committed to file quality as shown with maintaining a 100% quality scores on sign offs since January 2024.

· Regularly partner with other organizations to look for opertunities for team improvement in quality.

• Trained new employees and delegated daily tasks and responsibilities.
• Completed store opening and closing procedures and balanced tills.
• Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
• Responded to and resolved customer questions and concerns.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Enforced company policies and regulations with employees.

• Performed clerical duties
• Addressed visitor service issues and resolved each situation to enable optimum outcome for visitor and gallery.
• Maintained detailed artwork descriptions and artist biographies in central database to facilitate accurate delivery of information to visitors.
• Enhanced visitor experience by providing knowledgeable and friendly assistance during gallery tours and events.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Mentored new sales associates to contribute to the positive culture of the business.