Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shane Fredericks

Wood Dale,IL

Summary

Detail-oriented and adaptable team leader with over 7 years of experience in customer service, operations, and administrative coordination. Proven ability to manage teams, oversee schedules, streamline operations, and enhance employee performance. Skilled in communication, issue resolution, time-sensitive decision-making, and technical troubleshooting. Passionate about improving the customer and employee experience through efficient, organized support.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager

Happy Elephant Thai Cuisine
Elk Grove Village, Illinois
03.2023 - Current
  • Lead a front-line team in a high-volume, fast-paced environment, ensuring operational efficiency.
  • Coach and mentor team members to improve service quality, resolve guest concerns effectively, and uphold company service standards.
  • Coordinate cross-department efforts between the kitchen, service staff, and suppliers to deliver seamless operations and on-time service.
  • Develop and implement procedures that reduce wait times, improve customer satisfaction, and streamline workflows.

Manager

Lazer X of Addison
Addison, IL
11.2015 - 06.2025
  • Implemented dynamic scheduling and task delegation system, boosting team productivity by 30%.
  • Oversaw system performance, identifying and implementing key operational improvements weekly.
  • Resolved over 100 technical and customer-facing issues monthly to ensure daily operations ran smoothly.
  • Redesigned onboarding procedures and training workflows, significantly reducing new hire ramp-up time.
  • Organized and led over 500 successful corporate and group events, increasing repeat client bookings.

Operations Associate

Guitar Center Inc
Arlington Heights, IL
03.2023 - 06.2023
  • Maintained precise inventory and shipment logs, enhancing reporting accuracy, and supporting timely decision-making.
  • Conducted routine quality assurance checks on outbound products, reducing return rates, and ensuring compliance with internal standards.
  • Reorganized warehouse layout, improving order fulfillment speed, and increasing daily operational throughput by 15%.
  • Identified and tracked reporting discrepancies in inventory systems, facilitating quick resolutions, and audit readiness.
  • Provided internal technical support for staff navigating inventory and logistics management systems, resolving 95% of issues independently.

Licensed Insurance Producer

State Farm
Hoffman Estates, IL
08.2021 - 01.2022
  • Achieved 92% client retention rate by effectively communicating coverage details during onboarding.
  • Managed sensitive customer records and policy documentation with high accuracy, ensuring regulatory compliance.
  • Resolved inquiries and assisted clients in coverage selection as primary point of contact.
  • Streamlined client intake processes, reducing average onboarding time by 50%.
  • Collaborated with agents to ensure timely policy issuance and follow-up, enhancing customer satisfaction.

Salesperson

Biggers Mitsubishi
Schaumburg, IL
08.2020 - 06.2021
  • Guided customers through the full sales cycle—from consultation to closing—resulting in over $1.2M in vehicle sales, and a high satisfaction rate.
  • Coordinated and scheduled over 300 test drives, ensuring smooth handoffs between departments, and an efficient customer experience.
  • Delivered product walkthroughs tailored to individual client needs, increasing the test-drive-to-sale conversion rate by 18%.
  • Managed sales documentation and financing paperwork with accuracy, ensuring compliance with dealership and legal standards.
  • Built rapport with diverse clients, contributing to positive reviews and repeat business.

Lead Customer Service Representative

Guitar Center Inc
Arlington Heights, IL
05.2019 - 08.2020
  • Supervised the front-line customer service team during peak hours, ensuring consistent adherence to service protocols, and maximizing efficiency.
  • Resolved over 200 escalated customer concerns with a 98% satisfaction rate, leveraging empathy, policy knowledge, and real-time problem-solving.
  • Coached and mentored team members on customer engagement strategies, improving team service scores by 20% per year.
  • Logged and analyzed customer interaction data to identify service trends, presenting findings to management for process enhancements.

Education

Cybersecurity

Lewis University
Romeoville, Illinois

High School Diploma -

Fenton Community High School
Bensenville, IL
05.2017

Skills

Leadership and Administration:

  • Team supervision and scheduling
  • Onboarding and training coordination
  • Payroll and attendance oversight
  • Operational coverage management
  • Event planning and support
  • Performance monitoring

Customer and Technical Support:

  • Conflict resolution
  • Verbal and written communication
  • Complex problem-solving
  • Strategic planning
  • Technical troubleshooting

Software and Tools:

  • MS Office (Word, Excel, PowerPoint, Outlook)
  • Information tracking systems
  • Data entry and analysis
  • Inventory and shipping software

Certification

  • CompTIA ITF+

Timeline

Manager

Happy Elephant Thai Cuisine
03.2023 - Current

Operations Associate

Guitar Center Inc
03.2023 - 06.2023

Licensed Insurance Producer

State Farm
08.2021 - 01.2022

Salesperson

Biggers Mitsubishi
08.2020 - 06.2021

Lead Customer Service Representative

Guitar Center Inc
05.2019 - 08.2020

Manager

Lazer X of Addison
11.2015 - 06.2025

High School Diploma -

Fenton Community High School

Cybersecurity

Lewis University
Shane Fredericks