Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Proficient In
Timeline
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Shannon Denney

Irwin,PA

Summary

Results-oriented customer service professional with a proven track record of delivering exceptional support and exceeding customer expectations. Equipped with strong leadership experience, adept at motivating and guiding teams towards success. Skilled in resolving complex issues with tact and diplomacy while maintaining a positive demeanor. Possesses excellent communication and interpersonal abilities, enabling seamless collaboration with cross-functional teams. Committed to driving customer satisfaction through exceptional service and fostering long-lasting relationships. Adept at adapting to dynamic environments, making critical decisions under pressure, and implementing innovative solutions. Ready to leverage leadership expertise and customer-centric approach to drive organizational growth and enhance overall customer experience.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Retention Specialist

JG Wentworth
11.2022 - Current
  • Retained 40+ clients per month by providing solutions to to suit client's budget and problem solving for client experience.
  • Reviewed successes and failures to learn from previous mistakes.
  • Made 30-40 calls daily to meet monthly retention goals.
  • Retained upwards of $900,000.00 in company potential revenue monthly.

Supervisor

Beyond Finance
07.2021 - 11.2022
  • Key contributer for launching specialty department in October of 2022.
  • Developed 30+ junior team members and assisted with leading 4 agents into management roles.
  • Promptly addressed escalated customer service calls to maintain customer satisfaction.
  • Assigned tasks, reviewed performance and devised improvement plans or corrections for agents.
  • Supported exchange of feedback and communication between management and associates.
  • Created training content to assist with retention rates by 17% as well as align with company goals.
  • Developed processes to maintain efficient productivity

Certified Debt Specialist

Century
01.2020 - 07.2021
  • Delivered exceptional customer service on program sales calls and maintained calm and professional demeanor.
  • Achieved performance goals on consistent basis.
  • Maintained high volume of calls of 50-70 calls per day, with over 4 hours of talk time, and met demands of sales goals
  • Worked in call center environment handling manual and automatically dialed outbound calls for warm and cold leads.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Located and managed customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Advised customers of alternative actions and strategies for debt repayment through debt settlement program.

Negotiator II

Century
01.2015 - 01.2020
  • Evaluated credit reports to uncover problems and develop strategies for consolidating and reducing client debt.
  • Negotiated with creditors on behalf of clients to lower debt balances from 10%-70%.
  • Interviewed clients by telephone to gather financial information.
  • Calculated clients' available monthly income to meet debt obligations.
  • Answered 40+ customer communications per day via telephone, email and web chat.
  • Responded to client concerns and questions about credit scores and methods to improve numbers.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Exceeded monthly targeted goals by 30%-50%.
  • Processed payments according to due date.
  • Provided exceptional training and development to new hires and continued growth for existing employees

Education

In Progress - Business Administration I/O Psychology

Southern New Hampshire University
Hooksett, NH
07.2024

Certificate- In Progress - Human Resources Management

Southern New Hampshire University
Hooksett, NH
08.2023

High School Diploma -

Norwin Senior High School
Irwin, PA
06.2006

Skills

  • Policy and Procedure Writing
  • Retention Program Development
  • Providing Feedback
  • Persuasive Negotiations
  • Customer Service and Assistance
  • Debt Management
  • Active Listening
  • Decision-Making
  • Flexible and Adaptable
  • Department Oversight
  • Employee Coaching and Motivation
  • Problem Anticipation and Resolution

Accomplishments

  • Collaborated with team of 3 in the development of a specialty department at Beyond Finance in October 2021.


  • Increased retention rates at Beyond Finance by 17% in the second business quarter of 2022 by creating and implementing an improved learning and development program for new hires.

Certification

  • IAPDA Certified Debt Specialist from 2021-2023

Proficient In

  • Salesforce
  • Slack
  • Microsoft Teams
  • Observe AI
  • FIve9 Supervisor
  • Outlook
  • Community
  • Looker
  • Trello
  • Monday


Timeline

Retention Specialist

JG Wentworth
11.2022 - Current

Supervisor

Beyond Finance
07.2021 - 11.2022

Certified Debt Specialist

Century
01.2020 - 07.2021

Negotiator II

Century
01.2015 - 01.2020

In Progress - Business Administration I/O Psychology

Southern New Hampshire University

Certificate- In Progress - Human Resources Management

Southern New Hampshire University

High School Diploma -

Norwin Senior High School

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Shannon Denney