Shannon Dees

• Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
• Maintained personnel records and updated internal databases to support document management.
• Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
• Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
• Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
• Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
• Established an organized filing system that streamlined document retrieval and reduced misplaced files.

• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
• Achieved departmental goals by developing and executing strategic plans and performance metrics.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
• Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
• Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
• Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
• Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
• Organized professional development programs for staff, leading to improved performance and skill sets.
• Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
• Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
• Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Developed detailed plans based on broad guidance and direction.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Leveraged data and analytics to make informed decisions and drive business improvements.

Led a team of specialists in addressing highly complex and escalated customer interactions through on-site, phone, urgent case applications, and digital support channels.

• Collaborated with cross-functional teams to identify and resolve systemic product issues.
• Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
• Streamlined support processes for improved efficiency and faster response times.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Analyzed and developed service goals for in-bound call center.
• Improved customer relationships through proactive communication and follow-ups on resolved issues.
• Led regular meetings with key stakeholders to discuss ongoing initiatives, challenges, and successes in the support department.
• Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
• Supported new product launches through seamless integration of new technologies into existing support frameworks.
• Developed and implemented training initiatives for new hires.
• Established a robust knowledge base, reducing resolution time and increasing first-call resolution rates.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
• Ensured consistent service delivery by establishing quality control measures, including call monitoring and coaching sessions for staff members.
• Analyzed support trends to identify opportunities for product enhancements or additional training resources.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Liaised with other departments to minimize network interruptions and possible downtimes.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Researched and corrected customer concerns to promote company loyalty.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
• Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
• Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
• Fostered culture of continuous improvement, leading to consistently high service standards.
• Improved team morale by establishing recognition program for exceptional customer service.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established team priorities, maintained schedules and monitored performance.

• Managed a team of customer service representatives, consistently achieving performance targets and goals.
• Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
• Engaged clients in person and over phone to answer questions and address complaints.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.