Shawn Calvin

Experience

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  Alorica

  May 2016 - Aug 2016

  Customer Service Representative

  • Completed telephone training seminar; Learned customer service and phone etiquette. • Created personal strategies to make sales for the company. • Evaluated the effectiveness of training programs and recommended improvements to upper management.• Logged about 10 calls an hour while managing customer calls effectively and efficiently while configuring customer issues and applying changes and resolutions to account using company software. • Leading seller of Frontier Communications. Show less

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  University of Houston Student Housing Residential Life

  Jan 2017 - Jul 2019

  Senior Desk Assistant

  • Assisted staff and students by providing accurate information regarding Housing and Residence Life and by using sound judgment to make appropriate referrals.• Performed varied clerical duties such as filing, copying, running errands, answering the telephone and assisting students.• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns. • Entered data into the computer related to Freshman Exemptions Mailing and Inventory Logs. Show less

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  University of Houston

  Dec 2019 - Mar 2022

  Information Technology Consultant

  ● Provided on-site technical support in residential dorms, resolving issues related to Wi-Fi setup, printingservices, and other technical areas.● Managed 20+ daily phone calls while utilizing Excel and custom software to efficiently complete tasks.● Sharpened communication skills by clearly informing students, both in person and by phone, of universityenrollment requirements.● Secured a full time position at the University of Houston, while carrying a 15 hour course load, whichdeveloped my time management, communication and computer skills. Show less

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  FEMA

  Sept 2021 - Sept 2022

  CORE Agent

  ● Managed a diverse workload encompassing FEMA program applications and inquiries.● Provided exceptional customer service by actively listening to applicants' needs over the phone.● Utilized the FEMA system to efficiently process applications, make informed casework decisions, andaddress applicant inquiries.● Evaluated eligibility criteria and made informed casework decisions to ensure program suitability.● Assisted applicants by providing clear explanations, answering questions, and identifying additionalresources. Show less

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  Cerner Corporation

  Mar 2022 - now

  Solution Analyst

  ● Investigate and resolve client issues received via phone, ticket or other electronic service.● Conduct comprehensive troubleshooting investigations of front-end applications by gathering information,utilizing troubleshooting tools, shadowing end users, and testing workflows internally and externally.● Perform in-depth backend troubleshooting by capturing log files, querying tables, updating database fields,and restarting/rebooting servers.● Deliver exceptional customer service across multiple channels (in-person, phone, email).● Document investigations and solutions to ensure clarity and future reference.● Uphold all policies and procedures, including HIPAA, PECA, CHIA, and client no Show less