Sheania Bacon
Cordova,TN
Summary
Results-driven professional, focused on delivering exceptional support for customer needs by successfully managing and resolving concerns/conflicts to maximize customer satisfaction. Offers strong background in customer relations, communication, and quality assurance.
Overview
11
11
years of professional experience
Work History
Quality Assurance Lead
Amazon
Grand Rapids, MI
03.2020 - Current
- Work closely with teams in Engineering, Manufacturing Engineering, and Operations to ensure quality standards are upheld throughout the product life cycle.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Performed root cause analysis to identify and resolve quality issues & defects.
- Assist with recruiting, audits, tracking, research of problems and maintaining the quality metrics, as well as reviewing and approving various quality system and production records.
- Coach time coding, quality, driving rates and operational/system improvements.
Customer Relations Supervisor
Squeegees
Grand Rapids, MI
01.2017 - 02.2020
- Overseeing the operational activities of the company, ensuring efficiency, optimizing processes, and maintaining high standards of service delivery and customer satisfaction.
- Assist with the development and implementation of customer service policies and procedures.
- Oversee service quality, ensuring customer feedback and complaints are addressed promptly, maintaining high satisfaction levels
- Conduct meetings with the operations team to discuss performance, upcoming projects, and strategies for workflow improvement.
- Evaluate team performance, providing constructive feedback and development plans to foster growth and operational excellence.
Retention Supervisor - Inside Sales
AT&T Mobility
Grand Rapids, MI
10.2013 - 04.2016
- Develop and maintain a team territory plan coach and lead a team of Account Executives to achieve and exceed budgeted sales and performance targets.
- Coaching and development of a team of Inbound Sales Reps in a fast-paced, quota-driven sales environment that is highly transactional and customer focused.
- Mentor employees in complex issue resolutions to achieve high satisfaction rating through proactive one-call resolutions of customer issues.
- Develop new sales strategies within the call center to maximize opportunities by performing daily observations of recorded calls, emails and chats.
- Create, deliver, implement and manage individual Sales Representative Performance Improvement plans (PIPs) and Corrective Action Plans (CARs).
Education
Ferris State University
Big Rapids, MI06.2016
Skills
- Leadership
- Quality Assurance
- Customer Relations & Retention
- Conflict management
- Call Management
- Inside/Outside/B2B Sales
- Technical Support
- Social Media Management
- Remote - Independent Training/Work
Timeline
Quality Assurance Lead
Amazon
03.2020 - Current
Customer Relations Supervisor
Squeegees
01.2017 - 02.2020
Retention Supervisor - Inside Sales
AT&T Mobility
10.2013 - 04.2016
Ferris State University