Stanisha Gadson
Kansas City
Summary
Results-driven customer service and operations professional with extensive experience in dispute resolution, client relations, and process improvement. Proven ability to thrive in high-volume service environments, effectively managing escalations and fostering collaboration across departments to enhance customer outcomes. Strong leadership potential complemented by a background in training support, performance evaluation, and driving operational efficiency. Adept at maintaining high standards of service delivery and organizational excellence while working independently.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Invoice Processor
HNTB
Kansas City, MO
09.2022 - Current
- Managed high-volume document workflows, ensuring accuracy, compliance, and timely processing.
- Identified process inefficiencies and recommended improvements to enhance operational effectiveness.
- Maintained organized systems for document tracking and inventory management.
- Supported cross-functional teams by ensuring documentation accuracy and accessibility.
- Demonstrated attention to detail and accountability in handling sensitive materials.
Card Coordinator
Mazuma Credit Union
Overland Park, KS
11.2018 - 07.2020
- Investigate and resolve complex customer disputes, ensuring timely and satisfactory outcomes.
- Serve as a primary point of contact for member concerns, delivering high-quality customer service.
- Analyze transaction data and documentation to support dispute resolution decisions.
- Maintain accurate records of customer interactions, cases, and resolutions.
- Collaborate with internal teams to improve service delivery and reduce recurring issues.
- Provide guidance and support on dispute processes, contributing to team effectiveness.
Client Service Representative II
H&R Block
Kansas City, MO
01.2018 - 07.2018
- Assisted with supervisory-level calls and escalated client concerns to resolution.
- Conducted call evaluations to support service quality and performance improvement.
- Coordinated with office, district, and regional leadership to resolve complex client issues.
- Strengthened client satisfaction through proactive communication and follow-through.
Senior Customer Service Representative
H&R Block
Kansas City, MO
01.2017 - 11.2017
- Delivered high-quality customer service by identifying needs and providing effective solutions.
- Supported leadership with research, communication, and issue resolution during high-demand periods.
- Maintained professionalism while handling complex and sensitive customer interactions.
Education
Bachelor of Arts - Business Management
Texas Southern University
Houston, TX01-2019
Skills
- Customer Experience & Service Excellence
- Conflict Resolution & Escalation Management
- Training Support & Team Development
- Process Improvement & Quality Assurance
- Operations Coordination
- Problem Solving & Decision-Making
- Documentation & Reporting Accuracy
- Relationship Building
- Invoice processing
- Excellent communication
- Attention to detail
Certification
- Interpersonal Conflict Resolution & Mediation
- Notary Public – Missouri & Kansas
Timeline
Project Invoice Processor
HNTB
09.2022 - Current
Card Coordinator
Mazuma Credit Union
11.2018 - 07.2020
Client Service Representative II
H&R Block
01.2018 - 07.2018
Senior Customer Service Representative
H&R Block
01.2017 - 11.2017
Bachelor of Arts - Business Management
Texas Southern University
ADDITIONAL QUALIFICATIONS
- Strong experience in high-pressure, customer-facing environments
- Demonstrated ability to manage complex issues and maintain professionalism
- Experience working across teams and supporting operational processes