Shanelle Troche-Marshall
United States Navy, USN
Norfolk,VA
1
Certification
23
years of professional experience
Family Manager / Household Operations Manager managing scheduling, budgeting, records management, customer service, and multi-step coordination across healthcare, school, transportation, and administrative needs. Balances competing priorities while resolving issues with agencies, providers, and community organizations. Brings calm, organized support to complex household operations and sensitive family matters.
Work History
Family Manager / Household Operations Manager
19 Years 11 Months- Coordinate 5-10 healthcare, educational, transportation, and administrative appointments weekly across competing family priorities.
- Resolve issues with government agencies, schools, healthcare providers, and community organizations through steady stakeholder communication.
- Manage daily operations, budgeting, and multiple family responsibilities with strong organization and independent judgment.
- Apply written communication and de-escalation techniques to handle difficult situations professionally and keep conversations productive.
Ombudsman & Command Family Readiness Advocate
14 Years 9 Months- Manage 50 family support cases weekly, tracking needs and coordinating follow-up across stakeholders.
- Serve as the primary liaison between military leadership and families on healthcare, education, relocation, and military-life concerns.
- Maintain confidential records, reports, and correspondence with strong written communication and careful attention to documentation.
- Coordinate outreach, training, and informational sessions with community partners to connect families to resources and support services.
- Use customer relationship management tools, online systems, and email to track follow-up and keep service requests organized.
Retail Sales Associate
5 Years- Delivered attentive customer service by guiding shoppers through product selection, purchases, and post-sale support.
- Used product knowledge to recommend appropriate items and address customer concerns with practical, clear solutions.
- Consistently met sales and customer satisfaction goals through reliable service, problem-solving, and a positive customer experience.
Retail Sales Associate
6 Years- Assisted customers with merchandise selection by listening to needs and recommending suitable purchases.
- Built positive customer relationships through consistent service, clear communication, and a professional attitude.
- Maintained accurate sales records and supported daily transaction documentation.
- Supported inventory management by organizing merchandise and helping keep displays stocked and orderly.
- Helped achieve store goals through teamwork, strong customer engagement, and dependable day-to-day support.
Education
Master of Science - Public Administration
Bachelor of Science - Public Health
Trade Diploma - Insurance Billing and Coding
High School Diploma
Skills
Customer service
Written communication
De-escalation techniques
Stakeholder communication
Conflict resolution
Records management
Documentation
Customer relationship management
Scheduling coordination
Case management
Certification
Medical Billing and Insurance Coding
Timeline
Ombudsman & Command Family Readiness Advocate
United States Navy, USN
01.2012 - CurrentRead More
Retail Sales Associate
Sears
01.2011 - 01.2016Read More
Family Manager / Household Operations Manager
Marshall Family Household
11.2006 - CurrentRead More
Retail Sales Associate
Mad Rags
01.2004 - 01.2010Read More
Penn Foster High School
High School Diploma
Read More
United Education Institute (UEI)
Trade Diploma from Insurance Billing and Coding
Read More
American Public University System (APUS)
Bachelor of Science from Public Health
Read More
American Public University System (APUS)
Master of Science from Public Administration
Read More