Shanna Adams
Lakeville,MN
Summary
CUSTOMER OPERATIONS EXECUTIVE PROGRAM IMPLEMENTATION / STAFF TRAINING / STRATEGIC GROWTH / CUSTOMER SUCCESS Highly skilled Results-driven Call Center Manager with 25 years of experience in leading teams of up to 75+ agents; and supporting operations for global and domestic regions. Proven track record of developing top-performing employees using strong on-boarding programs tailored to skills, training programs, and performance tracking systems resulting in significant increases in customer satisfaction scores and call center efficiency. Accomplished in taking call center programs, branches, projects, and regions from concept to launch. Exceptional skills in team management, process optimization and fostering a collaborative work environment to achieve departmental and company-wide objectives. Skilled communicator continually focused on strengthening business line service.
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
14
14
years of professional experience
Work History
Customer Success Manager
SKYLINE TRANSPORTATION LLC
Big Lake, MN
02.2023 - Current
- Managed the administrative team and Oversaw a team of customer service representatives to provide consistency in operations and financial performance throughout the center while we managed customer inquiries related to shipment tracking, delivery schedules, and potential issues, while ensuring high levels of customer satisfaction by resolving complex customer complaints; optimizing operational efficiently and maintaining strong relationships with clients
- Determined scheduling and staffing requirements to reach goals using forecasting
- Introduce review standards for customer interactions (phone calls, emails), assessing service quality and performance
- Created and implemented individual coaching plans to improve performance through collaboration with leadership
- Identify weaknesses in areas of responsibility and recommend/initiate corrective action
- Conduct annual performance assessments and recruit, develop, and retain qualified employees
- Collaborated with dispatchers and drivers to ensure timely deliveries and coordinate necessary adjustments to shipment schedules
- Addressing customer inquiries regarding shipment status, delivery times, billing issues, and resolving complaints promptly
- Performance monitoring, by tracking customer service metrics such as customer satisfaction, resolution times, and call volume to identify areas for improvement
- Reporting and Analysis by Generating reports on customer trends, service level performance, and identifying potential areas for cost optimization
- Investigating customer issues, identifying root causes, and implementing solutions to prevent future occurrences
- Hiring, training, and supervising a team of customer service representatives, setting performance goals, and conducting regular performance evaluations
- Maintaining strong relationships with key customers through proactive communication and regular check-ins
Operations Manager - Customer Solutions Phone Insurance, Extended Warranty, Tech Support
ASURION
Nashville, TN
10.2019 - 02.2023
- Strengthened client relations by steering service center operations to achieve results by guiding KPI metrics and performance in Call Center Supervisors (Coaches), 180+ agents including Customer Care Specialists, Engineers, and IT Technical Support staff in Voice, e-mail, Chat, both Inbound, Outbound, and WAH environments
- Attained KPIs and growth objectives while ensuring quality service in a high-volume service capacity
- Full P&L responsibility over a $500K budget, KPIs, policies, SOWs, procedures, operating structure, staffing levels, roll out of new services/platforms, and maintenance for call centers in our WAH space as well as three Hubs
- Oversee all hiring events for department and sales department using Brazen platform
- Assist with Short term Disability, FMLA, ADA, termination of employees, payroll paperwork and process, onboarding, internal employee complaint investigations, unemployment hearings, and legal matters
- Lowered production downtime by implementing a specialized new call/ticket handling system to improve resolution time while handling up to 200+ calls daily
- Strengthened operational performance by hiring over 500+ employees and conducting all interviews
- Surpassed objectives in support and service using a combination of new programs, performance improvement strategies, and extensive call training
- Stretched resources across the annual budget by overseeing labor, operations, maintenance, and IT to ensure revenue gains and minimal costs
- Positioned operations to attain challenging business targets by training managers, consistently focusing on engagement results, and constantly identifying further training opportunities/requirements
- Inspect daily adherence to ensure adequate staff and contractual service level requirements, reiterating regular and reliable attendance at the place of work is required
- Communicate company policies, procedures, and best practices to Tech Experts, to ensure compliance with Asurion and client policies and procedures
Team Lead - Tech Support and Customer Service Universal Department
TRANSCOM AMERICA
Denver, CO
10.2010 - 07.2019
- Drove multi-unit business objectives for a contact center with 20% annual revenue, 14 team managers, and 120 agents supporting call center operations
- Fast-tracked to positions of increased authority and responsibility during tenure
- Assumed role of leader and mentor for a high-energy team of On Duty Chat and Supervisor phone que to assist 20-200 agents logged in ready to take calls with system issues, help desk tickets, schedule time conflict adjustments, and handling of late/sick calls
- Coached agents on behavior, set up smart goals and provided guidance through company Knowledge Base material
- Met with Senior Leadership once a week to address required goals set for agents, resolve employee issues, and any disciplinary action that may have been handed down
- Liaison between HR, Benefits, and Payroll
- Improved quality by implementing controls through management of KPI's (Key Performance Indicators) as well as doing live listening and viewing of screens and customer feedback quality control surveys
- Amplified employee improvement by encouraging accountability and providing real time feedback to agents with one-on-one coaching sessions twice a week; further offering mentor sessions for agents struggling to pass quality scores
- Eliminated performance gaps by analyzing Month to Date Stats and trends to close performance gaps of agents
- Mentored and designed successful road map for multiple agents expressing advancement to specialty teams/(SME) or move into the Team Lead Training program
- Helped 15 agents in the last year advance to specialty teams/(SME) or move into the Team Lead Training program
- Met with Senior Leadership once a week to address required goals set for agents, resolve employee issues, and any disciplinary action that may have been handed down
Education
High School Diploma -
GILBERT EAST HIGH SCHOOL
Anaheim, CA01.1995
Some College (No Degree) - Finance
Phillips College
Riverside, CASkills
- ACHIEVEMENTS
- Improved the customer experience, employee satisfaction, and corporate performance leading to
- Being recognized as Top Performance Manager two times and Top Sales Manager seven times at
- Asurion
- Reduced employee turnover by developing future leaders and starting a Future Leaders mentor-
- Ship program, integrating a proven coaching and development training for coaches struggling to
- Drive team performance at Asurion
- Increased transparency into results by building out a KPI system to track deviations from targets
- At Transcom
- Amplified employee performance and retention with the introduction of a bonus structure at
- Transcom
- Achieved high Customer Success goals at Amazoncom by implementing innovative ways to
- Identify and optimize growth levers such as selection expansion, merchandising strategy, brand
- Positioning, and catalog quality
- Attained daily sales quota of $178k with a focus on service and sales at Softcutt International
- Inclusive Leadership
- Customer Service
- Strategic Coverage Analysis
- Resource & Budget Planning
- Change Program Integration
- Customer Development
- Processes
- Communication & Quality
- Oversight
- Client-Focused Service
- Solutions
- Team Management
- Organizational Design
- Training & Development
- Customer Retention
- Technical:
- Symitar, Banno, Quick Assist, Transfer Wizard, Wire Exchange, STAR Station, Jack Henry, Me-
- Ridian Link, Clear, Oracle Business Intelligence, CRM tools like SalesForce, Tableau, and Microsoft Office
- Suites
- Passion for people management and is at best when building, developing, and guiding high-performing teams
- Customer onboarding
- Performance monitoring
- KPI management
- Data analysis
- Call center operations
- Client relationship management
- Team building
- Employee training
- Coaching staff
- Conflict resolution
- Process improvement
- Problem solving
- Communication skills
- Time management
- Operational efficiency
- Schedule management
- Customer needs assessment
- Customer relations
- CRM software
- Stakeholder management
- Strategic planning
- Revenue growth
- Customer relationship building
- Account management
- Client service optimization
- Strategic communications
- Records management
- Training programs
- Customer retention
- Report analysis
- Research and due diligence
- Cross-functional coordination
- Key accounts development
- Negotiation
- Inter-department collaboration
- Customer account management
- Sales management
- Training and mentoring
- Staff mentoring & leadership
- Account updates
- Chat platforms
- Customer advocacy
- Sales proficiency
- Proficient in [software]
- Pipeline development
- Customer service
- Business development
- Client relations
- Goal setting
- Multitasking Abilities
- Active listening
- Interpersonal communication
- Pricing strategy
- Marketing management
- Innovation management
- Problem-solving abilities
- Administration and reporting
- Excellent communication
- Resource allocation
- Interpersonal skills
- Plan projects
- Relationship building
- Project planning
- Employee development
- Customer relationship management
- Budget management
- Idea development and brainstorming
- Good judgment
- Risk management
- Program development
- Performance tracking and evaluation
- Staff management
- Brand management
- Work Planning and Prioritization
- Organizational skills
- Human resources management
- Staff development
- Effective communication
Timeline
Customer Success Manager
SKYLINE TRANSPORTATION LLC
02.2023 - Current
Operations Manager - Customer Solutions Phone Insurance, Extended Warranty, Tech Support
ASURION
10.2019 - 02.2023
Team Lead - Tech Support and Customer Service Universal Department
TRANSCOM AMERICA
10.2010 - 07.2019
High School Diploma -
GILBERT EAST HIGH SCHOOL
Some College (No Degree) - Finance
Phillips College