Shane Selasky

Collaborated with cross-functional teams to address customer needs effectively.

• Developed and maintained escalation SOPs, Dashboards, and reporting process, enabling data-driven decision-making across departments.
• Conducted trend analysis on escalations to identify root causes and implemented process improvements.
• Developed and maintained escalation SOPs and reporting processes, facilitating data-driven decision-making across departments.
• Designed and implemented CRM automation and customer database improvements, reducing manual processing time by 30%
• Provided leadership, coaching, and mentoring to a team 0f 10+ staff, improving team productivity and retention
• Conducted trend analysis on escalations to identify root causes and implemented process improvements, reducing recurring issues by 25% year-over-year.
• Facilitated staff training sessions on escalation handling, CRM usage, and client communication best practices.
• Led initiatives to enhance customer experience, including proactive updates and engagement during incident resolution.
• Designed and implemented internal tools and spreadsheet tracking to monitor team KPSs and client metrics.
• Recognized multiple times as impact player of the month/year for contributions to customer satisfaction and operational excellence.
• Selected to travel on-site for critical client escalations, resolving complex technical issues and improving long-term customer satisfaction and retention.
• Trusted to manage mission-critical escalations impacting customer retention and revenue, consistently delivering effective resolutions under pressure.
• Designed and optimized CRM workflows and customer tracking systems, increasing team efficiency and visibility into performance metrics.

• Performed chemical analysis on organic compounds utilizing distillation, crystallization, titration, and gas chromatography to obtain precise results.
• Prepared chemical solutions and reagents, ensuring accuracy for reliable laboratory testing.
• Ensured compliance with regulatory standards in laboratory operations.
• Conducted experiments following strict safety and protocol guidelines.
• Collaborated with team members to identify and resolve experimental issues, enhancing overall research quality.
• Trained new technicians on laboratory techniques and safety practices.
• Participated in training sessions on new technologies or techniques relevant to organic chemistry laboratories.