SHANNON DELLAVERSON
New Castle,PA
Summary
Dynamic Office Manager with a proven track record at Protech Security, excelling in operational efficiency and client relations. Expert in Microsoft Office Suite and effective communication, I have successfully managed payroll, accounts, and team coordination, enhancing service delivery and fostering strong client partnerships. Recognized for leadership and commitment to excellence.
Overview
26
26
years of professional experience
Work History
OFFICE MANAGER
Protech Security
New Castle, PA
03.2025 - 03.2026
- Oversaw daily administrative and operational functions for a security services company, ensuring efficient office operations and strong client support.
- Managed scheduling and coordination for security personnel across multiple sites, maintaining accurate staffing coverage and compliance with company and client requirements.
- Processed payroll and maintained employee records, including onboarding documentation, certifications, and licensing information.
- Handled accounts payable and accounts receivable, including client invoicing, payment processing, vendor coordination, and account reconciliation.
- Served as the primary point of contact for clients, addressing service requests, resolving issues, and maintaining professional relationships.
- Supported management with reporting, contract documentation, and operational tracking while maintaining organized office systems and ensuring clear communication between field staff, clients, and company leadership.
SITE ADMIN AND SERVICE WRITER
Penn Power Group
Cranberry Township, PA
04.2024 - 03.2025
- Managed day-to-day financial and customer service operations for a busy diesel truck repair shop.
- Processed weekly payroll, maintained accurate records, and ensured timely employee compensation.
- Handled full-cycle accounts payable and accounts receivable, including invoicing customers, posting payments, reconciling accounts, and coordinating with vendors to maintain strong business relationships.
- Provided account management for commercial clients, monitoring balances, addressing billing questions, and ensuring accurate job documentation.
- Delivered direct customer service by communicating repair estimates, processing payments, resolving concerns, and maintaining a professional front-office experience.
- Supported overall shop operations through organized recordkeeping, financial tracking, and clear communication between technicians, management, and customers.
COMMUNICATIONS DIRECTOR
Liberty Mutual
New Castle, PA
03.2000 - 04.2024
- Dedicated and results-driven professional with a 24-year career in the insurance industry, demonstrating consistent growth through progressive leadership, operational excellence, and strategic communications roles within a large property and casualty organization.
- Began career as a Part-Time Customer Service Representative (CSR) and licensed Property & Casualty agent, managing high-volume inbound calls and assisting policyholders with coverage questions, policy updates, billing inquiries, and claims guidance.
- Built a strong reputation for customer-focused service, technical knowledge, and problem resolution, which led to expanded responsibilities and advancement opportunities.
- Advanced to Supervisor and Team Manager positions, overseeing frontline service teams responsible for delivering high-quality customer support.
- Managed daily operations including staffing, performance management, coaching, quality assurance, and productivity tracking.
- Focused on building strong team engagement while maintaining service level goals and operational efficiency.
- Developed team members through mentoring and structured development plans, contributing to improved retention and employee performance.
- Concluded career progression as Communications Director, a strategic leadership role responsible for managing the company's electronic knowledge base, ensuring accurate, up-to-date, and accessible information for employees across the organization.
- Oversaw the maintenance, governance, and ongoing improvement of internal knowledge management systems while leading a team of content strategists responsible for creating, updating, and organizing operational documentation.
- In addition, managed cross-departmental projects, maintained strong stakeholder relationships, and ensured communication initiatives supported business objectives and operational effectiveness.
- Responsible for overseeing the daily operations of the communications and content strategy team, prioritizing initiatives, managing workflow, and ensuring high standards for content quality and accuracy.
- Throughout this long-standing career, consistently recognized for leadership, collaboration, and commitment to excellence.
- A proud professional milestone was being awarded the President's Award in 2023, the organization's highest honor, recognizing exceptional contributions, leadership impact, and sustained commitment to the company's mission and values.
- A large property and casualty organization
Education
Bachelor's degree - business management
University of Phoenix
10-2012
Skills
- Microsoft Office Suite
- Chat GPT
- Office administration
- Team collaboration
- Effective communication
- Training and coaching
- Customer service
- Project management
- Scheduling and calendar management
- Customer relationship management
- Attention to detail
- Business administration
- Clear oral/written communication
- Office management
- Team supervision
References
Available upon request
Qualifications And Achievements
Liberty Mutual Presidents Award, 04/01/2023
Timeline
OFFICE MANAGER
Protech Security
03.2025 - 03.2026
SITE ADMIN AND SERVICE WRITER
Penn Power Group
04.2024 - 03.2025
COMMUNICATIONS DIRECTOR
Liberty Mutual
03.2000 - 04.2024
Bachelor's degree - business management
University of Phoenix