Deena Shannon
Customer Service Manager
Cypress,TX
Summary
Motivated accounting manager and customer service specialist with over 20 years experience in a fast-paced, team-based environment. Skilled in accounts receivables/payables, client retention, and customer service. Self-motivated with exceptional communication and computer capabilities.
Overview
35
35
years of professional experience
Work History
Customer Service Manager
J4 Export Crating
Houston, TX
06.2023 - Current
- Manage customer inquiries and resolved issues efficiently, ensuring high standards of support through various communication channels.
- Coordinate all stages of customer order fulfillment, ensuring accuracy from inquiry through to shipment.
- Streamline communication processes between customers, production teams, and shipping departments to enhance order fulfillment accuracy and timeliness.
- Execute comprehensive management of quotes, invoices, purchase orders, and shipping documentation to uphold compliance standards and ensure precise record-keeping.
- Maintain comprehensive customer records and order histories to support operational efficiency and enhance service delivery.
- Manage customer communication by providing status updates and addressing delivery issues promptly.
- Manage scheduling, filing, and data entry processes to ensure smooth daily operations within the office environment.
- Address customer issues and complaints to enhance satisfaction and maintain positive relationships.
- Maintain accurate inventory records to streamline supply ordering processes for office and production needs.
- Oversee payment processing and contribute to accounting tasks, focusing on timely invoicing and precise account reconciliation.
- Engage with team members to streamline processes and elevate customer experience.
- Ensure comprehensive records of customer interactions and project specifications to enhance service quality.
Accounting Manager
5 Star Event Services
Houston, TX
08.2019 - 06.2023
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Used advanced software skills to produce high-quality documents, reports and presentations.
- Oversaw office accounting functions such as AP/AR and payroll to keep finances accurate and current.
- Managed invoices for new materials and parts.
- Oversaw bookkeeping and accounting systems and entered data into systems accurately.
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Input all relevant transactions and supervised properly within accounting system.
- Closely monitored accounts to post timely payments and resolve billing discrepancies.
- Ensured timely payments from clients through effective communication and proactive followups.
- Analyzed aging reports and provided recommendations for improving collections efforts.
- Reduced outstanding account balances through diligent follow-up on past due invoices.
Surety Analyst
AON
Houston, TX
10.2017 - 05.2019
- Maintain Property & Casualty Insurance License and Notary.
- Service existing/assigned clients based on company standards.
- Prepares various types of Bonds, Consent of Surety, Pre-qualification Letters, Riders and other documents required by clients.
- Maintain monthly renewal reports on existing bonds.
- Process new and renewal billings.
- Generate monthly Bulk Bill for Waste Management and forward to corresponding insurance company's to assure proper payment.
- Print and file invoices from insurance agency's to insure we bill correct amount to clients and handle any discrepancies with the insurance company's agents.
- Maintain all Power of Attorney's for each corresponding insurance company and order additional POA's as needed.
- Make sure that all information that is put into ABL is accurate with no mistakes and correct any information that may have been put in the system incorrectly by other Analysts.
- Maintain time tracking on a weekly basis to submit to Workday.
Customer Service Manager
Spray & Forget
Rosenberg, TX
07.2016 - 10.2017
- Customer Service Manager for our top 6 accounts: Home Depot, Amazon, Ace Hardware, True Value, Do It Best and ABC Supply Co.
- Responsible for processing orders, scheduling freight, invoicing and maintaining 100% on time delivery.
- Create and maintain all procedure manuals.
- Attend the yearly National Hardware Convention to promote sales and marketing.
- Investigate and resolve customer inquiries and complaints in an empathetic manner.
- Meet all customer call guidelines including service level, handle time and productivity.
- Promptly respond to inquiries and requests from prospective customers.
- Assume ownership over team productivity and manage work flow to meet or exceed service goals.
- Facilitate inter-departmental communication to effectively provide customer support.
- Provide accurate, specific and timely performance feedback for CSRs.
- Update customer orders from start to finish in an accurate and timely manner.
- Maintain up-to-date knowledge of our products and service changes.
Ecommerce Sales Director/Owner
doctorsmith.com
Richmond, TX
03.2003 - 06.2008
- Managed U.S. and International sales for rapidly growing dermaceutical company.
- Participated in sales and marketing campaigns.
- Worked directly with manufacturer and distributor to enhance supply chain.
- Oversaw accounts receivables, payables and delinquent accounts.
- Managed and processed internet orders, phone orders and credit card transactions.
- Maintained customer profiles and doctor's office profiles for the purpose of sample distribution and product sales and marketing.
- Answered customer questions about product availability and shipment times.
- Established long-term customer relationships through prompt and courteous service.
Paralegal/Litigation Supervisor
Linebarger Goggan Blair & Sampson, LLP
Houston, TX
06.1994 - 06.2003
- Supervised and trained litigation clerks and collectors within a department of 15.
- Negotiated and set up contracts with taxpayers for repayment of delinquent property taxes.
- Human Resource responsibilities regarding employee time and leave.
- Created monthly collections and productivity reports.
- Worked closely with the post judgement department on cases for property foreclosure.
- Communicated pertinent information to clients via phone, email and mail.
- Drafted, signed and certified key legal documents for judicial review.
Legal Secretary/Legal Assistant
Robert J. Ogle, Attorney at Law
Boerne, TX
06.1991 - 06.1994
- Office manager for a family law practice.
- Prepared real estate documents, business contract, wills and divorce decrees.
- Transcribed legal documents and phone conversations.
- Filed documents with the courts on behalf of the attorney.
- Organized files for court proceedings.
- Represented our firm at the monthly Chamber of Commerce Meetings.
- Managed accounts receivable, payable and billed clients monthly statements.
- Scheduled all appointments, appearances and briefings.
Education
Bachelor of Arts - Education
Texas State University
San Marcos, TX01-1991
High School Diploma - undefined
Boerne High School
Boerne, TX01-1990
Skills
- Document management
- Efficient multi-tasker
- Microsoft Outlook, Word and Excel
- Effective workflow management
- Strong client relations
- Excellent time management skills
- Exceptional interpersonal communication
- Month-end reporting
- AP and AR management
- Quickbooks
- Billing statement review
- Customer service
Timeline
Customer Service Manager
J4 Export Crating
06.2023 - Current
Accounting Manager
5 Star Event Services
08.2019 - 06.2023
Surety Analyst
AON
10.2017 - 05.2019
Customer Service Manager
Spray & Forget
07.2016 - 10.2017
Ecommerce Sales Director/Owner
doctorsmith.com
03.2003 - 06.2008
Paralegal/Litigation Supervisor
Linebarger Goggan Blair & Sampson, LLP
06.1994 - 06.2003
Legal Secretary/Legal Assistant
Robert J. Ogle, Attorney at Law
06.1991 - 06.1994
High School Diploma - undefined
Boerne High School
Bachelor of Arts - Education
Texas State University