Summary
Overview
Work History
Education
Hobbies & Interests
Timeline
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Shanna Doherty

Shanna Doherty

Daly City,CA

Summary

A seasoned Small Business Owner and Customer Service Specialist with extensive experience in the photography and software industries. Motivated to maintain customer satisfaction to contribute to company success. A demonstrated passion for building relationships, cultivating partnerships, and growing businesses. A creative visionary who is always curious about technology and learning new skills.

Overview

34
34
years of professional experience

Work History

Assistant Manager at The Cut Outdoor Cinema

Noise Pop Industries
San Francisco, CA
03.2023 - 09.2023
  • Assembled the outdoor cinema's daily operations. Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Served beverages and concessions to moviegoers and was the lead bartender for special events.
  • Supervised the outdoor cinema movie showings, inventory, and fellow associates.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads, and production personnel.

Photography Business Owner

Shanna Doherty Photography
Daly City, CA
08.1990 - Current
  • Since college (1994 graduate), I learned how to run my own business servicing a wide range of clients. This helped me develop a strong sense of time management.
  • The vision of this business is to capture moments that customers and friends can cherish, which hopefully leads to long-lasting repeat business and referrals.
  • Scheduling consultations, establishing rates, filing invoices, and taking photos, and videos.
  • Always thrilled to learn new skills and independently took classes to enhance photo editing skills with Adobe Photoshop and Lightroom.
  • Currently specializing in Portraits and Events.
  • Learned how to operate and sell from my photography e-commerce website platform.

E-Commerce Business Owner

Anuket Bay, Shasta Sea and Mahshadoh
Daly City, CA
01.2021 - Current
  • Online reseller on multiple platforms (eBay, Poshmark, Mercari, and Etsy). Specializing in electronics, clothes, and vintage items.
  • Developed the business from the ground up and learned how to buy, photograph, and list items online.
  • Studied online selling analytics to gain knowledge of profitable items to buy and sell.
  • Converse with customers to understand their needs and finalize purchase orders.
  • Keep records of production, inventory, income, and expenses.
  • Oversee company social media and marketing efforts to expand brand awareness and attract new customers.

Product Support Specialist

Topaz Labs LLC
Dallas, Texas
11.2019 - 10.2020
  • Product Support Specialist for a photography editing software company that is a leader in Intelligent AI-powered desktop software. Through email support and screen-sharing sessions, assisted with technical problem-solving.
  • Took a leadership role for one specific product to drive success and became the voice of the customer on the product team. Shared feature requests to engineers, offered user interface suggestions for improvements, got user feedback through surveys, and tracked issues.
  • I shared my past success of using screen sharing, live chat, and phone support with the team, which were implemented in daily processes to solve technical problems quickly and improve customer relations. This in turn improved Customer Satisfaction (CSAT) scores for all support associates.
  • Helped streamline backend operations to get fewer emails into support, better the remote workers' environment, simplify admin processes, and created Google docs and videos for future training.
  • Improved customer experiences by updating help center articles, making video training tutorials, tracking software issues, and informing users when issues were resolved.
  • Notable Skills: Email triage system (Zendesk), Text Expander, Loom videos, Google slide presentations, technical troubleshooting screen sharing (Zoom)

High Volume Customer Success Specialist

Zenfolio
Menlo Park, California
04.2018 - 02.2019
  • Promoted to the customer success team as one of two High Volume Customer Success Specialist for the VIP high-profit schools, sports, and dance photography business clients, that produce millions of dollars in revenue for Zenfolio.
  • Increased focus on small and medium business free trial potential customers with an objective on converting them to paid subscribers. 64% conversion rate of free customers to paid subscribers based on 153 small and medium business free trial success sessions.
  • For all customers, this role focused more on customer success, driving onboarding, retention, and product adoption instead of just solving customer problems.
  • Would set up live, screen-sharing sessions to analyze their current business workflow and opportunities. I would offer advice on ways for them to grow their market and increase online sales using Zenfolio platform features. This resulted in customer retention and higher profits.
  • Notable Skills: High-touch training, team communication (Slack), website theme design, website operation, Salesforce, Screen Sharing (Calendly, RingCentral), Microsoft Word, Google Doc, Excel, search engine optimization.

Customer Support Specialist

Zenfolio
Menlo Park, California
09.2011 - 04.2018
  • Customer Support Specialist for an e-commerce photography software website company. There was an extremely high demand for getting through large volumes of support concerns as quickly as possible.
  • Listened closely to customer concerns and then utilized the knowledge base, live-chat interactions, phone calls, social media, and emails to provide the right solution in a timely manner.
  • Responded to an average of ~5-20 emails/chats per hour.
  • Pikto Product Specialist, resolved order issues by communicating between customers and Pikto, one of Zenfolio’s vendor partners.
  • Assisted Marketing in multiple ways. I did the organic social media posts across all of the Zenfolio platforms resulting in engagement. Helped with social media marketing campaigns and increased followers on Zenfolio Instagram from 700 to over 6,000 after the 2016 campaign. Single-handedly replied to any customer service posts on a private Zenfolio group on Facebook to ensure customer satisfaction.
  • Assisted engineers in quality assurance by testing the function of new website features and filing/tracking site errors.
  • Notable Skills: Typing, communication, training, time management, domain name server integration, Microsoft PowerPoint, Email Triage System (Desk.com), Live Chat (LiveChatinc.com), Screen Sharing (RingCentral), social media marketing, iOS, and Windows.

Store Manager/Lab Technician

Wolf Camera and Image
San Francisco, California
03.2002 - 09.2011
  • Started as a photo lab technician and over time moved up to store manager.
  • During my tenure, I managed two different locations overseeing a team of ~8 at each store.
  • Developed strong management skills via extensive in-store training.
  • In my role, I trained employees, sold camera and video equipment, supported the team in our sales goals, and learned various customer service techniques.

Education

Bachelor of Arts - Photography

Maine College Of Art
Portland, Maine

Hobbies & Interests

Online E-commerce Marketplace Selling. Constantly challenge myself to be better and attain more knowledge. A social extrovert who enjoys being creative through art and photography. Enjoys going out dancing, getting inspired at museums, and loves science fiction (Star Trek nerd).

Timeline

Assistant Manager at The Cut Outdoor Cinema

Noise Pop Industries
03.2023 - 09.2023

E-Commerce Business Owner

Anuket Bay, Shasta Sea and Mahshadoh
01.2021 - Current

Product Support Specialist

Topaz Labs LLC
11.2019 - 10.2020

High Volume Customer Success Specialist

Zenfolio
04.2018 - 02.2019

Customer Support Specialist

Zenfolio
09.2011 - 04.2018

Store Manager/Lab Technician

Wolf Camera and Image
03.2002 - 09.2011

Photography Business Owner

Shanna Doherty Photography
08.1990 - Current

Bachelor of Arts - Photography

Maine College Of Art

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