Shannon Denney
Irwin,PA
Summary
Director-level leader with a proven track record in client retention and operational strategy. Achieved a 15% increase in retention rates while driving 30% new business growth through effective communication and process improvement.
Overview
12
12
years of professional experience
Work History
Director of Client Services
Arnold & Smith Law Firm, PLLC
Oklahoma City, Oklahoma
01.2025 - Current
- Increased intake of new business by over 30% in 3 months.
- Achieved a 15% increase in client retention rates.
- Managed remote and on-site teams, fostering an inclusive work culture through consistent communication.
- Drove organizational change through development and implementation of scalable SOPs, enhancing communication and aligning teams with company objectives.
- Maintained high performance during organizational change by leading teams through transitions, sustaining engagement, and maximizing productivity.
- Developed and executed operational strategies that improved productivity, efficiency, and increased firm return on investment.
Client Experience Manager
Greenwise Financial
Boca Raton, Florida
01.2024 - 06.2024
- Led a 40+ global client experience team across four international call centers.
- Enhanced client onboarding experience through process improvement and operational alignment.
- Collaborated with development teams to build and launch a client service portal , enhancing lifecycle visibility as well as improving transparency, and communication.
Retention Customer Service Representative
JG Wentworth
Philadelphia, Pennsylvania
11.2022 - 01.2024
- Managed customer retention efforts through proactive communication strategies, fostering long-term relationships.
- Resolved customer complaints by providing timely and effective solutions, improving overall customer satisfaction.
- Assisted customers with account inquiries and service requests to ensure satisfaction and retention.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Educated customers on product features and benefits to improve satisfaction.
- Increased client retention rates by 20% and maintained a consistent record of retention success monthly.
- Created and trained peers on retention talk tracks to improve retention efforts.
Client Services Supervisor
Beyond Finance
Houston, TX
07.2021 - 11.2022
- Supervised client support team to enhance service quality and efficiency.
- Coordinated client onboarding processes to ensure smooth transitions.
- Monitored client interactions to maintain high satisfaction levels.
- Resolved escalated client issues through effective communication and problem-solving.
- Developed training materials to support ongoing employee development initiatives.
- Analyzed data from customer surveys to identify areas of improvement in customer service processes.
Debt Resolution Specialist
Century
Irwin, PA
01.2015 - 07.2021
- Negotiated with creditors to reduce client debt amounts and improve repayment terms..
- Educated clients on program benefits and customized plans to meet their specific financial situations.
- Executed sales of SaaS subscriptions to resolve outstanding debt for clients.
Education
High School Diploma -
Norwin Senior High School
Irwin, PA06-2006
Some College (No Degree) - Industrial and Organizational Psychology
Southern New Hampshire University
Hooksett, NHSkills
- Client management
- Process improvement
- Team leadership
- Change management
- Operational strategy
- Customer experience design
- Project management
- Employee onboarding
- Talent management
- Client relations
- Strategic planning
Timeline
Director of Client Services
Arnold & Smith Law Firm, PLLC
01.2025 - Current
Client Experience Manager
Greenwise Financial
01.2024 - 06.2024
Retention Customer Service Representative
JG Wentworth
11.2022 - 01.2024
Client Services Supervisor
Beyond Finance
07.2021 - 11.2022
Debt Resolution Specialist
Century
01.2015 - 07.2021
High School Diploma -
Norwin Senior High School
Some College (No Degree) - Industrial and Organizational Psychology
Southern New Hampshire University