Summary
Overview
Work History
Education
Skills
Timeline
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Shanna Herson

Vicksburg

Summary

Senior Technical Service Representative with extensive experience in contract support and cross-functional collaboration. Achieved significant improvements in order accuracy and customer satisfaction through targeted process enhancements. Skilled in mentoring and training, utilizing Salesforce and SAP to optimize efficiency and boost team performance.

Overview

8
8
years of professional experience

Work History

Sr. Technical Service Representative

Stryker Instruments Division
Portage
07.2024 - Current
  • Launched and supported the International Repair Order Entry team; built processes that improved order accuracy and reduced turnaround time.
  • Represented in-house depot support during Project Rise, offering insight to optimize service workflows and increase scalability.
  • Partnered with leadership to design a structured onboarding and training program for new hires, enhancing team ramp-up and performance.
  • Played a key role in multiple internal projects targeting improved KPIs (order accuracy, turnaround time, customer satisfaction).
  • Managed high email volume and escalations from internal stakeholders and customers; maintained professional and timely resolution.
  • Served on Tiger Team and Trainer Team, taking on stretch assignments while maintaining high service levels.
  • Supported CPQ team and Flex Customer Service Team with account creation, contract coordination, and year-end reporting.
  • Assisted with Month/Year-End contract documentation and account setup via Fiori and CDGO systems.

Technical Service Representative

Stryker Instruments Division
Portage
04.2023 - 07.2024
  • Worked closely with other departments to ensure prompt resolution of customer issues.
  • Trained new employees on best practices related to technical support.
  • Monitored incoming service requests from internal or external clients and provided accurate resolutions on time.
  • Provided feedback to management on customer satisfaction levels.
  • Managed multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail.

Associate Customer Service Representative

Stryker Instruments Division
Portage
10.2021 - 04.2023
  • Maintained a high level of professionalism when interacting with customers via phone or email.
  • Assisted customers with returns, exchanges, refunds, replacements, credits, and other related requests.
  • Collaborated with team members on complex cases involving multiple departments.
  • Answered inbound calls and emails from customers regarding product information and order status.

Records Clerk

Portage Department of Public Safety
Portage
08.2018 - 09.2021
  • Collaborated with law enforcement and legal teams to process evidence, FOIA requests, and public safety records with accuracy and timeliness.
  • Audited and maintained secure document records; supported data integrity by resolving discrepancies in case files and systems.

Customer Service Supervisor

Carter’s Inc.
Portage
07.2017 - 08.2018
  • Supervised team members, handled escalated customer concerns, and maintained store merchandising and inventory standards.
  • Trained new employees and led efforts to improve customer experience on the sales floor.
  • Managed daily cash handling and deposit preparation.

Education

Bachelor of Science - Business Administration

Southern New Hampshire University
ONLINE
05.2025

Some College (No Degree) -

Wright State University
Fairborn, OH

Diploma - Cosmetology

Ravenscroft Beauty College
IN

Skills

  • Contract and proposal support
  • Cross-functional collaboration
  • Problem solving and analysis
  • Technical customer support
  • Project coordination
  • Data-driven decision making
  • Mentoring and training
  • Salesforce and SAP expertise
  • Written and verbal communication

Timeline

Sr. Technical Service Representative

Stryker Instruments Division
07.2024 - Current

Technical Service Representative

Stryker Instruments Division
04.2023 - 07.2024

Associate Customer Service Representative

Stryker Instruments Division
10.2021 - 04.2023

Records Clerk

Portage Department of Public Safety
08.2018 - 09.2021

Customer Service Supervisor

Carter’s Inc.
07.2017 - 08.2018

Bachelor of Science - Business Administration

Southern New Hampshire University

Some College (No Degree) -

Wright State University

Diploma - Cosmetology

Ravenscroft Beauty College

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