Shelley Mcinnis

Accomplished and results-oriented professional with 10+ years of experience who is excellent at establishing relationships and creating innovative solutions to solve complex fiscal problems. Dedicated leader with a keen interest in production opportunities, I have a proven track record of negotiating and de-escalating situations. Seeking a Production technician entry-level position that can leverage and build upon my current skill set, which includes organization, a keen eye for details, and championing collaboration across diverse environments.

Senior Customer Service Representative at OptumRx (2022-10 – Present)

• Commit to and build strong relationships in up to 70 calls/ day to resolve escalated issues compassionately
• Own problem through resolution and work with support resources on behalf of customer in real time or through comprehensive and timely follow-ups to resolve customer issues
• Resolve complex customer issues and ensure correct identification of the type of assistance the customer needs
• Assist customers in navigating UnitedHealth Group websites and educate and encourage use of tools and resources offered

Insite Chemist - Kaiser Permanente at Clean Harbors Environmental (2020 – 2022)

• Engaged in both indoor and outdoor work at plants, labs, and customer sites, and owned daily lab packs within customer facilities
• Sole manager of one hospital and eight clinic's daily in addition to securing repeat business to continually expand the client base
• Collected hazardous waste, lab pack chemicals, and pathology and ensure safe and correct preparation of materials while keeping on track with scheduling shipping's weekly

HHW Insite Technician - Petaluma Site at Clean Harbors Environmental (2019 – 2020)

• Managed a small HHW site worked with a team of three chemists, unloaded vehicles, segregated hazardous waste, stored, and assisted customers with questions regarding our home pick up service
• Prepared waste drums for pick-up and delivery at household or retail Hazardous Waste facilities and customer sites

Insite Technician at Clean Harbors Environmental (2017 – 2019)

• Scheduled chemical pickups throughout the customer facility and verified packaging of waste to maximise efficiency
• Contributed to spill response efforts and carried out inspection on drums for container integrity and regulatory compliance

Administrator at Clean Harbors Environmental (2016 – 2017)

• Aided management in all operations, including billing, system logs, and scheduling
• Ensured paperwork was logged and maintained in an orderly manner and attended all compliance and safety update meetings

Multiple Positions at IQ Environmental (2012 – 2015)

• San Jose County HHW – Unloaded hazardous household waste, assisted customers in resolving questions and concerns
• Patriot-Santa Barbara - Served as a key member of the oil spill cleanup crew and maintained a safe environment

Call Center/Tax technician at Franchise Tax Board (2006 – 2012)

• United effectively with attorneys and accountants to return their client companies to good standing while imparting excellent customer service to both internal and external clients
• Governed more than 25 seasonal clerks and customer service specialists in the processing of client tax returns

Master's Degree in Christian Counseling – Sacramento Bible College

Cisco Systems Networking Training