Shanel Dokken
Leander,TX
Summary
Operations Manager with 4+ years of experience optimizing workflows, managing high-volume operations, and leading cross-functional coordination in fast-paced service environments. Proven success overseeing client accounts, resource allocation, scheduling, and process improvements that enhance operational efficiency and customer satisfaction. Recognized for building strong stakeholder relationships, solving complex operational challenges, and delivering consistent, high-quality results. Skilled in operations management, process optimization, CRM systems, stakeholder management, and team collaboration.
Overview
5
5
years of professional experience
Work History
Client Success Manager
The Sullivan Group of Court Reporters
06.2025 - Current
- Manage a portfolio of 50+ client accounts, serving as the primary point of contact while maintaining high service standards and contributing to 98% client retention.
- Coordinate daily operations, scheduling, and resource allocation to ensure timely service delivery and improve operational efficiency.
- Partner with Sales Executives to streamline client onboarding, account transitions, and service delivery, supporting revenue growth and long-term customer success.
- Resolve complex client concerns proactively, reducing escalations while strengthening customer satisfaction and loyalty.
- Identify and implement workflow improvements that reduced processing time and increased team productivity.
- Maintain accurate CRM records, operational documentation, and reporting to support compliance, service quality, and informed business decisions.
- Recognized for consistently exceeding performance expectations and rapidly advancing within the organization, resulting in selection to oversee an additional market for a separately branded agency.
- Successfully maintained a concierge-level service model by ensuring exceptional client experiences, operational efficiency, and consistent service quality.
Resource Manager
Esquire Deposition Solutions, LLC
09.2023 - 06.2025
- Directed scheduling operations for court reporters and legal staff across a high-volume market, achieving nearly 100% on-time coverage.
- Managed complex calendars and optimized resource allocation to maximize workforce utilization and meet client deadlines.
- Selected to support a higher-volume territory based on strong operational performance, adaptability, and leadership.
- Resolved last-minute scheduling conflicts with minimal service disruption, improving client satisfaction.
- Enhanced workflow processes and operational reporting, reducing administrative delays.
- Collaborated across departments to improve communication, scheduling accuracy, and operational efficiency.
Calendar Coordinator
Elite Court Reporting
08.2021 - 09.2023
- Coordinated high-volume scheduling and appointment management while ensuring accurate coverage across multiple client engagements.
- Served as the primary client contact, delivering timely communication and issue resolution that strengthened customer relationships.
- Collaborated with internal teams to improve scheduling efficiency and reduce operational conflicts.
- Tracked assignments, deadlines, and reporting to maintain service consistency and operational effectiveness.
- Supported process improvements that enhanced workflow efficiency and increased team productivity.
Education
Associate of Arts - English, English Literature
Saddleback College
Mission Viejo, CaliforniaSkills
- CRM Systems
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Outlook
- Calendar & Scheduling Software
- Data Reporting
- Process Documentation
- Workflow Management
- Resource Planning
- Client Relationship Management
- Operations Leadership
- Process Improvement
- Operational Excellence
- Strategic Planning
- Team Collaboration
- Cross-Functional Leadership
- Customer Experience
- Strategic Problem Solving
- Relationship Building
- Organizational Leadership
- Time Management
- Adaptability
Websites
Timeline
Client Success Manager
The Sullivan Group of Court Reporters
06.2025 - Current
Resource Manager
Esquire Deposition Solutions, LLC
09.2023 - 06.2025
Calendar Coordinator
Elite Court Reporting
08.2021 - 09.2023
Associate of Arts - English, English Literature
Saddleback College