Rachel Shannon
Cedar Rapids,IA
Summary
Organized Operations Specialist with over 3 years of experience completing job requirements by utilizing top-notch prioritization and multitasking skills. Resourceful and collaborative with extensive knowledge of maintaining customer relationships, keeping detailed records and promoting excellence in client interactions.
Overview
19
19
years of professional experience
Work History
Operations Specialist/Client Program SpecialistIII
Channel Fusion
Hiawatha, IA
01.2022 - Current
- Performed below responsibilities in addition to client relationship associate duties.
- Created and Maintained Knowledge Database within SharePoint.
- Utilizes Azure to Communicate Across Departments
- Generates weekly close reports for client and ensures corresponding credit memo is uploaded into Channel Soft when received from client.
- Tracked and analyzed reports to determine needed improvements.
- Assisted various departments with change by communicating new improvement plans and expectations.
- Motivated and trained employees to maximize team productivity.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
Client Relationship Associate
Channel Fusion
Cedar Rapids, IA
01.2020 - 12.2021
- Provides constant feedback to operations team and technical support to optimize website performance and effectiveness for clients.
- Provides quality customer service through daily contact with clients.
- Handles complex claims with minimal manager oversight.
- Reviews contractual agreements and established operating procedures designed to achieve client requirements.
- Provides effective communication to company leadership regarding clients.
- Educates and trains customers on product offerings, available technologies and resources.
- Demonstrates thorough understanding of Channel Fusion policies and procedures on a daily basis.
- Handles client inbound and outbound calls, emails, chat support and internal communications simultaneously.
Overnight Specialist
LimoLink
Marion, IA
01.2015 - 07.2016
- Demonstrated track record of exceeding assigned targets. This resulted in being awarded 2 President Club awards.
- Maintained appropriate communications between customers and dispatched chauffeurs to facilitate flawless operations.
- Initiated "chain of command" in notification of incidents.
- Prepared trip cost estimates for chauffeurs and customers by mapping entire route of trip, and provided time estimates.
- Negotiated trip cost with chauffeurs to ensure fair cost for customers based off initial trip estimate.
- Maintained good working knowledge of Transit service areas and best driver routes.
- Called and coordinated schedules of substitute drivers.
- Took initiative and worked independently with minimal supervision in structured environment.
Hosted Exchange and SSL Representative
GoDaddy
Hiawatha, IA
08.2013 - 01.2014
- Diagnosed and resolved technical issues with Microsoft Hosted Exchange.
- Utilized remote secure access technologies to install SSL certificates on Microsoft and Unix servers.
- Escalated technical issues properly to facilitate rapid resolution.
- Documented troubleshooting steps and resolution details.
- Met sales goals for overall team growth to enhance profitability.
- Engaged with clients in a friendly and professional manner while actively listening to their concerns.
Telephone Customer Support
GoDaddy
Hiawatha, IA
01.2012 - 08.2013
- Achieved and exceeded company sales goals, and became one of the Top 5 associates in the office.
- Performed account maintenance while ensuring proper security measures are met.
- Prioritized and executed tasks in a high-pressure environment.
- Managed customer expectations regarding estimated response times for issue resolution.
- Provided knowledgeable answers to questions about products, pricing and availability.
- Documented each customer interaction in a case management system.
Shift Manager
Pizza Hut
Cedar Rapids, IA
06.2010 - 03.2012
- Participated in recruitment and staff selection process.
- Trained and mentored new employees to maximize team performance.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Managed departmental expenses and annual business plan targets, goals and objectives.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Identified training and development opportunities that assisted direct reports in achieving enhanced performance.
- Planned and administered work schedules and assignments for the entire staff.
- Maintained records on team members, equipment and maintenance activities.
- Coordinated, organized and directed activities of maintenance crews.
Server
Pizza Hut
Cedar Rapids, IA
05.2010 - 06.2010
- Served guests in a responsive, caring, prompt and courteous manner.
- Cleared, cleaned, reset and maintained station during shift.
- Replenished supply of clean linens, silverware, glassware and dishes in dining room.
- Observed all applicable rules and laws in service of alcoholic beverages.
- Recorded orders, placed accurate orders and monitored timing of dining experience.
- Maintained composure and control during high volume situations.
Cook
Pizza Hut
Cedar Rapids, IA
04.2010 - 05.2010
- Served food in correct portions by adhering to production records and standardized recipes.
- Utilized proper food handling techniques following health and safety standards.
- Inspected quantity, quality, temperature and appearance of food before serving.
- Utilized commercial kitchen equipment in preparation and cooking of menu items.
Security Guard
Premier Security
Cedar Rapids, IA
08.2008 - 01.2009
- Provided security services to flood damaged businesses in downtown Cedar Rapids (The Courthouse, Apac Building, School District Buildings Etc.).
- Assisted, directed and monitored all persons entering and leaving facility property.
- Reported safety concerns, security breaches and unusual circumstances both verbally and in writing.
- Controlled entrances and movement of pedestrian and vehicle traffic.
- Exercised judgment and used discretion in responding to incidents and emergencies.
- Maintained safe environment by being a highly visible deterrent to outside influences.
- Performed property walks and identified areas that needed attention.
Box Office Attendant
Collins Road Theatres
Marion, IA
01.2007 - 02.2008
- Sold and distributed show tickets for movies and events.
- Provided callers with general information regarding showtimes and the theater.
- Greeted guests immediately with friendly and sincere welcome.
- Balanced out cash register at the end of each shift with Manager.
- Demonstrated track record of strong supervisory skills, including motivating and empowering staff members.
- Planned and executed seasonal events as desired by Owner.
- Operated and managed store in absence of manger.
Concessions Cashier
Collins Road Theatres
Marion, IA
08.2006 - 01.2007
- Demonstrated strong skill set in suggestive selling techniques for add on sales.
- Followed company food handling and safety procedures.
- Performed cashier duties and provided exceptional customer service during service periods and breaks.
- Supervised and trained personnel in various cashier task and duties.
- Replenished condiments, beverages and general supplies while maintaining service area cleanliness.
- Assisted Concessions Manager with standard inventory controls and procedures.
- Balanced out cash register at the end of each shift with Manager.
- Interacted with customers and resolved customer complaints in friendly, service-oriented manner.
Usher
Collins Road Theatres
Marion, IA
02.2006 - 08.2006
- Supervised and participated in set-up and take-down of special events.
- Assembled and set up merchandise displays and promotional items.
- Handled patron seating issues and facility emergencies.
- Notified manager of positive and negative feedback from customers.
- Cleaned bathroom and vanity areas using prescribed procedures.
- Maintained quality and overall appearance of all theatre auditoriums, lobby and vestibule areas.
Education
High School Diploma -
05.2008
- Member of the Art Club.
- Member of the Varsity Bowling Team
- Member of the Marching Band and a Section Leader.
No Degree - Liberal Arts and Business
Skills
- Training, Inventory, and Labor Management Experience
- Advanced Researching and Problem Solving Experience
- Expertise with Microsoft Office
- Verbal, Written, and Person to Person Communication Skills
- Average WPM 50
- Upselling Products and Services
- Organization and Time Management
- Contract Management
- Operations Management
- Planning and coordination
- Process documentation
- Experience in leadership
Additional Information
- References available upon request.
Timeline
Operations Specialist/Client Program SpecialistIII - Channel Fusion
01.2022 - Current
Client Relationship Associate - Channel Fusion
01.2020 - 12.2021
Overnight Specialist - LimoLink
01.2015 - 07.2016
Hosted Exchange and SSL Representative - GoDaddy
08.2013 - 01.2014
Telephone Customer Support - GoDaddy
01.2012 - 08.2013
Shift Manager - Pizza Hut
06.2010 - 03.2012
Server - Pizza Hut
05.2010 - 06.2010
Cook - Pizza Hut
04.2010 - 05.2010
Security Guard - Premier Security
08.2008 - 01.2009
Box Office Attendant - Collins Road Theatres
01.2007 - 02.2008
Concessions Cashier - Collins Road Theatres
08.2006 - 01.2007
Usher - Collins Road Theatres
02.2006 - 08.2006
Xavier High School - High School Diploma,
Kirkwood Community College - No Degree, Liberal Arts and Business
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