Shania Lawson

•Provided professional customer support through phone, email, chat, and remote assistance while managing high volumes of service requests.

•Answered and prioritized incoming support requests, ensuring timely resolution and exceptional client communication.

•Maintained accurate electronic records and documentation within Salesforce and Jira, improving tracking and reporting efficiency.

•Developed Salesforce dashboards and workflow automations that significantly reduced weekly reporting time for internal teams.

•Collaborated with HR and department managers to coordinate onboarding activities and support administrative processes for new employees.

•Resolved more than 1,200 escalated customer support cases while maintaining a strong success rate and high customer satisfaction.

•Reconciled approximately 150 daily payment batches using SAP and MoveX ERP systems while maintaining data accuracy.

•Assisted with documentation, workflow improvements, and administrative reporting across multiple departments.

•Delivered exceptional customer service by assisting customers, answering questions, and processing transactions accurately.

•Maintained organized inventory records and ensured merchandise displays were updated according to company standards.

•Assisted with administrative tasks including inventory documentation and product organization.

•Supported daily store operations while managing multiple priorities in a fast-paced retail environment.

•Managed a high volume of inbound customer calls using professional phone etiquette.

•Assisted customers with billing inquiries, account maintenance, payments, and technical troubleshooting.

•Documented customer interactions accurately within CRM systems to maintain detailed client records.

•Improved customer follow-up success by 30% through thorough documentation and timely communication.

•Supported departmental marketing initiatives while coordinating multiple projects and deadlines.

•Maintained marketing data and performance reports using spreadsheets and analytics tools.

Prepared reports and presentations for leadership using Microsoft Office applications.

•Conducted research and analyzed campaign performance to recommend process improvements that increased audience engagement.

•Maintained confidential patient documentation and treatment records with exceptional attention to detail.

•Scheduled patient appointments and assisted with daily office workflow.

•Collaborated with physicians and therapists to ensure accurate documentation and coordinated patient care.

•Managed multiple priorities while maintaining organized records and supporting front-office operations.