Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Shania Wells

Orlando,FL

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

8
8
years of professional experience
1
1
Certification

Work History

CEO

Shay's Virtual Business Solutions
Orlando, FL
03.2023 - Current
  • Manage SEO activities including keyword research, link building and content optimization
  • Create content for website, social media accounts, email campaigns and other digital channels
  • Monitore performance of campaigns using analytics software such as Google Analytics
  • Collaborate with design teams to create visually appealing graphics for websites and social media posts
  • Worke closely with clients in order to understand their needs and develop tailored solutions accordingly
  • Identify opportunities for improving processes related to creating and executing successful digital campaigns
  • Developed marketing packages involving web design, remarketing campaigns, key phrase packages and new media advertising campaigns to increase search engine optimization for clients.

Loan Specialist

OneMain Financial
Winter Garden, FL
07.2022 - 08.2023
  • Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
  • Explained very technical financial information to applicants in easy to understand language
  • Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches
  • Developed strong relationships with customers through high levels of customer service
  • Maintained strict confidentiality of bank records and client information
  • Collaborated with other departments to promptly process loan applications
  • Recommended loan approvals and denials based on customer loan application reviews
  • Assisted customers in understanding loan terms and conditions to make informed decisions.

Retention Specialist

Spectrum
Lake Mary, FL
07.2021 - 07.2022
  • Built constructive customer relationships to improve loyalty and recommendations
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
  • Identified changing customer needs and adapted service strategies to meet them
  • Evaluated current customer retention strategies and recommended improvements
  • Utilized knowledge of customer experience to create specialized plans for customer retention
  • Established customer retention programs to improve loyalty and increase lifetime value
  • Reported issues and recognized development areas to eliminate repeat occurrences.

Member Services Manager

Bj's Wholesale Club
Hudson, MA
01.2016 - 01.2017
  • Maintained accurate records of customer interactions, inquiries, and complaints
  • Monitored team performance to ensure quality customer service standards were met
  • Collaborated with other departments such as marketing or sales teams to promote membership programs
  • Resolved disputes between members in a timely manner while adhering to company policies and regulations
  • Performed administrative tasks related to membership renewals such as updating databases or sending reminder emails
  • Provided ongoing coaching and feedback to team members to improve job performance
  • Maintained up-to-date knowledge of all products, services, pricing plans, promotions
  • Assisted with the recruitment, selection, onboarding, and training of new members services staff
  • Organized special events such as open house days or member appreciation days
  • Engaged and connected with clients by delivering excellent customer service, resulting in brand loyalty and top sales on team during several reporting periods.

Education

High School Diploma -

Lake Minneola High School
05.2015

Skills

  • Operations Management
  • Workforce Management
  • Policy Implementation
  • Business Development
  • Marketing
  • Financial Management
  • Staff Development
  • Performance Management
  • Business Administration
  • Expense Tracking
  • Time Management
  • Business Planning
  • Customer Relationship Management (CRM)
  • Staff Training and Development
  • Sales Management

Certification

  • 03/01/22, Licensed Realtor
  • 08/01/23, Licensed Claims Adjuster

References

References available upon request.

Timeline

CEO

Shay's Virtual Business Solutions
03.2023 - Current

Loan Specialist

OneMain Financial
07.2022 - 08.2023

Retention Specialist

Spectrum
07.2021 - 07.2022

Member Services Manager

Bj's Wholesale Club
01.2016 - 01.2017

High School Diploma -

Lake Minneola High School

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Shania Wells