Kris Stanley
Rocky Face,GA
Summary
Customer engagement and service professional with a background in customer support, order tracking, and systems administration. Known for resolving inquiries across phone, email, chat, and SMS, maintaining accurate records, and supporting process improvements that strengthen service quality, productivity, and customer satisfaction.
Overview
1
1
Certification
25
25
years of professional experience
Work History
Customer Engagement Specialist
Shaw Industries
Dalton, GA
07.2026 - Current
- Engaged customers to identify needs, resolve issues, and provide accurate product information.
- Achieved high customer satisfaction by addressing issues with knowledgeable and friendly service.
- Resolved customer complaints through effective application of Shaw Industries service policies and escalation paths.
- Supported customer engagement across phone, email, and written communication channels.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Facilitated customer interactions to ensure effective communication. through various communication platforms such as phone, email, chat and SMS.
- Monitored order status and shared shipment updates with dealers.
- Supported customer inquiries for Shaw Industries flooring orders and product availability.
- Updated customer records in Shaw Industries systems with accurate account details.
- Assisted sales teams with pricing, inventory, and product information.
Design Expert, Design Services
SHAW INDUSTRIES, INC.
07.2018 - 05.2025
- Set and achieved sales goals, consistently exceeding monthly and annual targets.
- Responsible for generating sales to consumers by being their single point of contact throughout their floor purchasing journey.
- Meet and exceed external and internal consumer/customer expectations.
- Built brand loyalty for Shaw through exceptional service and accurate information delivery.
- Consistently seek new product knowledge to act as an expert for the consumer.
- Generate ideas and implement solutions; originate action to improve existing conditions and processes.
- Translated technical terms for consumers to enhance understanding and engagement.
- Interpret information to detect trends and cause-effect details to share with leadership.
- Contributed to a Reduction in Force and received severance until the end of May 2026.
Information Center Technical Specialist
SHAW INDUSTRIES, INC.
06.2014 - 07.2018
- Handled product inquiries for consumers, dealers, architects, and designers while safeguarding Shaw's proprietary product information.
- Product inquiries may involve, but are not limited to, specifications, warranties, test results, cleaning information, FHA letters, color lines, etc., for carpet, tile and stone, hardwood, laminate and resilient.
- Also handle inquiries regarding installation of our flooring products.
- Processed and tracked sample orders for consumers, ensuring timely delivery and precise fulfillment.
- Communicated with consumers via email or telephone, actively listening and responding to clearly understand consumer needs.
Procurement Analysis, Global Sourcing, Plant 72
SHAW INDUSTRIES, INC.
09.2005 - 08.2014
- Promoted strategic supplier utilization and management of category including communication to plants regarding proper procedures for utilizing strategic suppliers.
- Identified and documented cost-saving opportunities through correct vendor utilization, contributing to overall cost management.
- Updated item and vendor information to support accurate order execution and enhance procurement efficiency.
- Assisted with entire source-to-pay process, including assistance with requisitions, and responding to receiving and payment inquiries.
- Resolved internal and external customer requests and issues promptly, ensuring high levels of satisfaction and operational continuity.
- Contributed to special teams, focusing on Category Rationalization, Global Sourcing Focus Group, and Employee Engagement.
- Team Lead for Hands of Hope Committee and Procurement Analyst Lunch and Learn.
- Active member of Sourcing's QIT Committee and served as Chair for Quality and Measurement Committee.
- Evaluated processes through internal and external audits to identify areas for improvement.
- Entrusted with a $125,000 monthly limit P-card to purchase Corporate Employee Recognition items and numerous Sales and Marketing membership fees.
- P-card management, payment, and reconciliation.
Claims Analyst II, Financial Services
SHAW INDUSTRIES, INC.
06.2001 - 09.2005
- Applied the company's claims policies, practices, and procedures to ensure fair resolution of all claims.
- Coordinated with Credit Managers to resolve claims issues, enhancing communication and efficiency in account management.
- Executed pay-to-keep process to maintain compliance and support claims resolution.
- Analyzed claims reports or samples and translated to proper claims code.
- Issued credit memos and return authorizations to dealers, ensuring accurate processing of claims.
Education
AA - Business Administration
Dalton State College
Skills
- Salesforce proficiency
- Microsoft Excel (charts, graphs, pivot tables)
- Microsoft PowerPoint presentations
- Google Workspace (Docs, Sheets, Slides)
- Technical literacy
- Problem-solving abilities
- Work management and prioritization
- Organizational skills
- Verbal and written communication
- Customer loyalty
- Team collaboration and flexibility
- Adaptability to change
- Initiative and results-driven
- PeopleSoft EPro requisitions
- Concur expense management
- G-Link/Vista/TTR PDMS services
- MIC
- Microsoft Office applications
Certification
- Shaw Industries, Inc.
- SMS/SQS Auditor
- Green Belt Wave 27
Timeline
Customer Engagement Specialist
Shaw Industries
07.2026 - Current
Design Expert, Design Services
SHAW INDUSTRIES, INC.
07.2018 - 05.2025
Information Center Technical Specialist
SHAW INDUSTRIES, INC.
06.2014 - 07.2018
Procurement Analysis, Global Sourcing, Plant 72
SHAW INDUSTRIES, INC.
09.2005 - 08.2014
Claims Analyst II, Financial Services
SHAW INDUSTRIES, INC.
06.2001 - 09.2005
AA - Business Administration
Dalton State College