Shannen Butts
Hickory Flat,MS
Summary
Accomplished IT Operations Manager with a proven track record at FedEx, adept in IT hardware repair and management and fostering customer loyalty. Excelled in process optimization and team development, achieving significant cost savings and surpassing performance targets. Skilled in technical leadership and excellent communication, consistently delivering projects within scope and budget.
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Strong focus on adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
26
26
years of professional experience
Work History
Senior Customer Service Representative
Tactacam
09.2023 - Current
- Establishes strong rapport with customers, fostering long-term relationships and repeat business.
- Resolves customer service issues with Tactacam camera products on social media pages, through email, and by phone; with the goal to exceed the customers expectations.
- Demonstrates excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative for FY24 Q4.
IT Operations Manager
FedEx
05.1999 - 05.2024
- Achieved cost savings through the strategic procurement of hardware, software, and services.
- Ensured maximum system uptime by proactively monitoring and maintaining critical IT systems.
- Promoted a culture of continuous improvement within the department through regular training sessions and knowledge sharing initiatives among team members.
- Managed a high-performing team of IT professionals, providing consistent coaching and development opportunities to drive performance.
- Facilitated timely resolution of technical issues by establishing clear escalation paths and communication channels between support teams and endusers.
- Negotiated favorable vendor contracts for cost-effective acquisition of technology resources and support services.
- Optimized resource utilization with effective capacity planning strategies, ensuring alignment with business demands.
- Aligned IT strategy with organizational goals by collaborating closely with senior leadership on technology roadmap development.
- Streamlined IT operations by implementing effective process improvements and automation techniques.
- Reduced operational risks by conducting periodic system audits and vulnerability assessments.
- Managed complex IT projects from inception to completion, consistently delivering within scope, budget, and timeline constraints.
- Maintained compliance with industry standards and regulations by implementing rigorous data governance policies and procedures.
- Increased staff productivity by introducing innovative technology tools that streamlined daily tasks.
- Developed disaster recovery plans, ensuring seamless continuity of operations in case of unforeseen events.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Managed life cycle replacement of hardware and software.
- Wrote strategic business plans outlining need for departmental information technology resources.
Education
No Degree - Computer Science
University of Mississippi
University, MSSkills
- Customer Service Expertise
- IT infrastructure management
- Quality assurance
- Technology Budget Planning
- Capacity planning
- Order fulfillment
- Service recommendations
- Process optimization
- Team development
- Documentation and reporting
- Business analysis
- Shipping and logistics
- Customer service
- Project leadership
- Data evaluation
- Effective communication
- Interpersonal skills
- Technical troubleshooting
Timeline
Senior Customer Service Representative
Tactacam
09.2023 - Current
IT Operations Manager
FedEx
05.1999 - 05.2024
No Degree - Computer Science
University of Mississippi
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