Shalounda Thompson

• Exceeded service goals by applying customer service and sales best practices, contributing to overall team success.
• Promoted products and services to customers during service and account management calls, enhancing customer engagement.
• Processed special orders in person and over telephone, consistently generating additional monthly revenue.
• Mentored junior team members and managed employee relationships.

Analyze, research and resolve problems related to member accounts

• Assist with Branch Opening and closing procedures
• Facilitated morning huddles to ensure team alignment with organizational goals
• Supported team in executing community outreach initiatives
• Holds demonstrations for members to bring awareness to new products and services
• Contribute feedback to Branch Operations and Process Improvement Projects
• Coordinated community outreach programs across the region to enhance member engagement
• Restructured merchandising strategy to promote high value and products.
• Developed seasonal merchandising strategies for product placement and visibility.

• Developed project schedules using MS Project to align timelines with project goals.
• Monitor, update, and track progress of the project through SAP.
• Communicate requirements, updates, changes, and risks to project team
• Set milestone dates for activity completion to ensure proper resource allocation and project timelines.
• Meet with Account Managers, Project Managers and Design Team during kickoff meetings to discuss the scope and expectations of the project.
• Schedules and runs project review meetings with key team members to ensure an organized, unified communication feedback loop between the corporate teams and the field teams.
• Close projects by uploading all project documentation, invoicing customers and systemically close in SAP.
• Forecasted upcoming projects to secure equipment availability for timely shipping.
• Review site drawings with design team to ensure they match requested quotes.

• Resolved customer concerns to enhance retention and satisfaction.
• Executed in-depth account audits to resolve issues, identify customer service trends, and recommend system improvements.
• Completed voluntary emotional intelligence training to learn ways to enhance customer satisfaction and improve productivity.
• Develop, track, maintain, and manages project plan, and timeline.
• Provided comprehensive project status reports and documentation to support project transparency and informed decision-making.
• Established, modified, and monitored systems and procedures to improve workflow efficiency and ensure timely task completion.
• Used cold calls to facilitate new product introduction as directed by the Marketing Team.
• Provide leadership and insight to project team members; actively works to promote and recognize performance.