Summary
Overview
Work History
Education
Skills
Websites
Social Media
Timeline
AdministrativeAssistant
Jacquie Shannon

Jacquie Shannon

Dorr,MI

Summary

Experienced customer support manager, bringing 3 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.


Additionally, an experienced teacher and coach, with 8 years of teaching (music) as well as coaching (swimming) experience.

Overview

9
9
years of professional experience

Work History

Customer Support Manager

Ludus
07.2021 - Current
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Collaborated with cross-functional departments to formulate product and process improvements based on customer feedback.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.

Small Bookshop Owner

Self
01.2020 - Current
  • Promoted business via social media to generate leads and maximize brand identity.
  • Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
  • Designed business plan to define concept, short-term and long-term goals and strategies.
  • Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
  • Provided elite customer service by resolving escalated problems and calmly responding to shifting priorities.
  • Evaluated sales reports and financial statements to manage cash flow and develop techniques to improve business.

6th-8th Grade Orchestra Teacher

West Ottawa Public Schools
08.2015 - 06.2021
  • Used tests, quizzes, and other assignments to gauge students' learning and determine understanding of course materials.
  • Collaborated with specialists to meet needs of students requiring extra support.
  • Communicated objectives for all lessons, units and projects to students and parents.
  • Prepared and implemented lesson plans covering required course topics.
  • Leveraged diverse learning strategies to prepare students for higher-level education requirements.
  • Worked with administrators on behavioral issues to support needs of students.
  • Completed in-service and additional training to maintain professional growth.
  • Assessed student comprehension through regular quizzes, tests, and assignments.
  • Kept classroom environments consistent and focused on learning by establishing and enforcing clear objectives.
  • Assigned daily lesson plans designed to motivate students and allow for creativity.
  • Prepared instruction materials, constructed bulletin boards, and set up work areas.

Middle School Swim Coach

Holland Public Schools
10.2016 - 05.2019
  • Coached youth aged 12 to 18 for high school swim team and oversaw participation in 12-24 events annually.
  • Demonstrated all swimming strokes and observed athletes carefully to correct technique and form.
  • Challenged athletes by consistently using positive reinforcement and gentle criticism.
  • Utilized positive communication to encourage team and promote integrity and respect.
  • Collaborated with other coaches to create and execute game plans.
  • Prepared athletes for special competitions and tournaments.
  • Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others.
  • Analyzed and adjusted team strategies during games to enable flexibility and maximize success.

6th-8th Grade Orchestra Teacher

Kentwood Public Schools
08.2014 - 06.2015
  • Used tests, quizzes, and other assignments to gauge students' learning and determine understanding of course materials.
  • Collaborated with specialists to meet needs of students requiring extra support.
  • Communicated objectives for all lessons, units and projects to students and parents.
  • Prepared and implemented lesson plans covering required course topics.

Education

Bachelor of Arts - Music Education

Hope College
Holland, MI
05.2014

Skills

  • Teamwork
  • Communication - verbal and written
  • Project Management - Jira, Trello, Asana
  • Time Management
  • Adaptable - able to flex and change as needed
  • Patient
  • Empathetic
  • Able to Multitask

Websites

Social Media

Currently I run a Bookstagram (@joyfullyjacquie) as well as a Booktok (@joyfullyjacquie) in my spare time, in addition to my book related blog. I started my book centered social media accounts as "alifetimeofpages" (now "justaroundthebook") back in 2015 and never stopped. I have a huge passion for social media and especially the book end of the spectrum. I think this plays a powerful part in getting books noticed and out in the world!

Timeline

Customer Support Manager

Ludus
07.2021 - Current

Small Bookshop Owner

Self
01.2020 - Current

Middle School Swim Coach

Holland Public Schools
10.2016 - 05.2019

6th-8th Grade Orchestra Teacher

West Ottawa Public Schools
08.2015 - 06.2021

6th-8th Grade Orchestra Teacher

Kentwood Public Schools
08.2014 - 06.2015

Bachelor of Arts - Music Education

Hope College

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Jacquie Shannon