Shaundell Robinson

Detail-oriented Risk Management Coordinator with a proven record of improving fulfillment accuracy and reducing delays through targeted process changes, while managing high-volume case loads and maintaining precise data entry in CRM systems. Experienced in incident reporting, office administration, and confidential documentation, with strong organizational skills and expertise in Microsoft Office. Dedicated to refining service workflows, enhancing communication, and upholding confidentiality and compliance standards.

SECURITY SUPERVISOR at Excalibur Hotel & Casino (2024-07 – Present)

• Manage 50+ service cases per shift, ensuring timely resolution and adherence to internal service standards while maintaining confidentiality.
• Document 10–15 detailed incident reports weekly within digital systems, supporting accurate incident reporting and data entry.
• Serve as primary contact for issue intake, triage, escalation, and case follow-through to closure, demonstrating strong communication skills.
• Coordinate with 5+ operational departments to meet response-time expectations and improve service efficiency by 20%, leveraging organizational skills and multitasking.
• Support KPI performance goals through consistent documentation, office administration tasks, and customer-focused communication.
• Logged incident details into the incident management system with time-stamped entries for investigation, ensuring data integrity.
• Trained 12 security officers on emergency response protocols and radio procedures, improving team reaction times and adherence to reporting standards.
• Maintained inventory of security equipment and scheduled preventive maintenance to keep radios and cameras operational.

WAREHOUSE OPERATIONS SUPERVISOR at Kroger (Vitacost) (2018-01 – Present)

• Process 150–250 orders per shift while maintaining a 99% accuracy rate in CRM and inventory systems, applying advanced data entry and organizational skills.
• Investigate and resolve shipment discrepancies, reducing fulfillment delays by approximately 15% and ensuring accurate incident reporting when required.
• Collaborate cross-functionally with logistics and operations teams to meet daily SLA targets, supporting office administration and communication.
• Identify workflow improvement opportunities that enhanced operational efficiency and minimized service errors, leveraging multitasking and Microsoft Office tools.
• Coached associates on customer escalation procedures, confidentiality, and CRM data entry to improve service responses and ensure compliance.
• Scheduled rotas and shift swaps for 30+ associates using workforce software to maintain coverage, demonstrating strong multitasking and organizational skills.
• Supervised daily warehouse picks and packing teams, improving order throughput and on-time dispatching.

EVENT STAFF MEMBER at Contemporary Services Corporation (2016-01 – 2018-03)

• Supported large-scale events (1,000+ attendees) by managing guest service requests, accurately documenting incidents, and resolving issues promptly.
• Maintained clear communication with team members to ensure coordinated service delivery, multitasking, and compliance with organizational procedures.

SALES ASSOCIATE KEYHOLDER at Nuance (2015-08 – 2018-01)

• Assisted 40+ customers daily, documenting service interactions and incident details, ensuring accurate data entry and confidentiality in all records.
• Handled customer inquiries and escalations while maintaining high satisfaction levels, demonstrating strong communication and organizational skills.

FAST SERVICE SHIFT TEAM LEADER at Carl's Jr. (2005-08 – 2016-09)

• Managed daily cash drawer and reconciled sales receipts using POS system and Microsoft Office to eliminate discrepancies.
• Conducted nightly inventory counts and updated stock records in CRM to reduce out-of-stock incidents, supporting office administration.
• Prepared weekly sales reports in Excel for regional manager, highlighting top-selling SKUs and slow movers, utilizing multitasking and attention to detail.
• Supervised teams of 5–10 employees in high-volume environments while managing workflow coordination and multitasking responsibilities.
• Resolved customer concerns efficiently, contributing to improved service speed and satisfaction metrics through effective communication.
• Tracked daily operational performance and supported process improvement initiatives with strong organizational skills.
• Handled customer complaints at point of sale, issuing refunds or remakes to restore guest satisfaction, maintaining confidentiality and professionalism.

SENIOR ADMINISTRATIVE ASSISTANT at Barstow Housing Authority (2000-06 – 2005-09)

• Scheduled and confirmed client appointments in Outlook, reducing no-shows through reminder calls and supporting office administration.
• Processed service case entries with strict data-entry checks, decreasing record errors for billing and ensuring accuracy in incident reporting.
• Prepared and filed client intake forms into paper and electronic records, maintaining confidentiality protocols and data security.
• Processed maintenance requests in service system, prioritizing urgent repairs to reduce resident complaints, and documenting service cases.
• Compiled weekly occupancy reports from housing files and submitted summaries to property manager for review, using Microsoft Office tools.
• Processed rent payments and posted transactions in accounting ledger, reducing unapplied payments backlog through strong organizational skills.
• Answered multi-line phone system and routed 50+ resident calls daily to correct departments, demonstrating multitasking and communication skills.
• Reconciled daily rent receipts against ledger entries, reducing unapplied payment discrepancies with attention to detail.
• Logged maintenance service cases in CRM with priority flags, improving urgent repair response times and maintaining accurate records.
• Handled multi-line phone queue and directed resident calls to specialists, shortening average hold times and supporting effective phone systems usage.

HIGH SCHOOL DIPLOMA – Barstow High School (1996-09 – 2000-06)

CYBERSECURITY COURSEWORK in Cybersecurity – Harvard University edX