Salesforce
Hi, I’m
SHANNON FREE
Director of Client Implementation & Onboarding
Summary
Influential, dynamic, and results-driven leader with extensive experience in operations, workforce management, onboarding, implementation, customer service, and compliance while focusing on driving business growth within fast-paced environments. Motivated and versatile strategic leader adept at managing key performance indicators, scheduling, employee relations, and day-to-day operations. Demonstrates proficiencies in executing effective strategies, delivering outstanding performance, and excellent verbal, written, interpersonal, and communication skills.
Overview
15
years of professional experience
Work History
AUTOSOFTWest Middlesex, PA
Director of Client Implementation & Onboarding
01.2025 - Current
Job overview
- Restructured onboarding and implementation processes and procedures to strengthen workflows and establish a defined onboarding experience for both internal and external customers.
- Redefined and executed strategy for onboarding and training platform, driving client success and fueling company growth.
- Developed and oversee scalable programs that empower new and existing clients to maximize their engagement with our product to reach their goals.
- Designed, implemented, and continually refine scalable onboarding programs that enhance engagement, knowledge retention, and productivity for new and existing clients.
- Lead the development of comprehensive training modules and certification programs that enhance client understanding and effective use of the platform, driving product adoption and value realization.
- Own the internal customer journey, post-onboarding transition process, collaborating with Client Success to ensure continued client satisfaction, engagement, and long-term product adoption.
- Develop external customer training journey and packages positioning Autosoft as the Expert in DMS utilization to maximize profitability.
- Build and lead high-performing onboarding and training teams, providing strong guidance, mentorship, and ongoing support.
- Collaborate cross-functionally with Sales, Product, Client Success, and People teams to ensure onboarding and training efforts align with organizational objectives and effectively address client needs.
- Define KPIs to measure the success of onboarding and training programs, regularly reporting on program insights and impact to internal stakeholders and executive leadership.
- Measure R&D required to onboard new clients, maximizing profitability and efficiency.
- Establish clear coaching & development cadence for internal teams to elevate performance and career path.
- Autosoft is the #1 Dealer Management System for low to mid volume franchise dealers.
AGILITY CREDITAustin, TX
Director of Operations
01.2021 - 01.2024
Job overview
- Brought on to build operations program from the ground up - customer support process creation & implementation, and sales contracts for the Business Development team.
- Oversaw and trained newly hired Sales Representatives to support the explosive growth of the company - 0 to 45 clients in 90 days from the date of launch.
- Maintained accountability of the compliance department. Served as the Compliance Manager and conducted comprehensive audits to ensure adherence to processes in alignment with the Credit Repair Reseller Regulations and the CFPB (Consumer Financial Protection Bureau).
- Followed through with the OEM-specific requirements in SCC regulations for all disclosures on digital marketing campaigns launched every week on social media platforms.
- Established a strong foundation for the start-up operations, attention-grabbing progress securing interests from buyers for potential acquisitions.
- Garnered a proven track record of 100% client retention rates.
- Offers a best-in-class contract status delivery time of 4 business days.
- Built out SLAs for managing departments. New Clients moved from signed agreements to fully installed.
- Collaborated with Product, development, and Finance to execute various goals and projects.
- Identify areas for improvement within operations, implementation, call center, and account management to streamline procedures, maximize efficiency and capture revenue faster.
- The company is a third-party startup and credit reseller to automotive dealerships.
ORKINLas Vegas, NV
Director of Branch Operations
01.2020 - 01.2021
Job overview
- Spearheaded a team of 2 Service Managers with oversight of 31 employees on the commercial and 21 employees on the residential side of the business.
- Maintained an overall monthly budget of $1.1M for payroll and equipment.
- Replaced a siloed environment with a thriving culture based on cross-functional partnerships with a strong sense of purpose and exceptional customer experience.
- Successfully achieved 100% employee retention levels - recipient of a significant award in 2021.
- Scored 90% in the customer growth and retention segments.
- Leveraged 1:1 check-in sessions with a broader team - Technicians, Account Managers, Call Center Representatives, and Receptionists to establish an understanding of areas needing immediate attention.
- Hosted employees for drive-by barbecues during lunch hours for informal check-ins.
- Promoted rising leaders within the company to maximize talent retention.
- Managed sales, customer service, account management, and technician teams.
- Conducted monthly inventory as well as inventory checks on technician vehicles.
- Ensure timely and successful delivery of solutions according to customer needs.
- Orkin is the world leader in pest management and currently operates over 400 company-owned branch offices in the United States and Canada.
NATIONAL CREDIT CENTERLas Vegas, NV
Senior Operations Manager
01.2013 - 01.2020
Job overview
- Restructured the operations program to strengthen the processes and procedures that consisted of contracts for sales, onboarding procedures for operations, implementation processes, and account management workflows.
- Successfully onboarded 1400 clients within 60 days and maintained a retention rate of 90%. Provided clients with Credit Reporting for their customers, approximately 6000+ client-base.
- Maintained an overall monthly budget of $1.1M for payroll and equipment.
- Developed procedures to proactively identify new revenue opportunities. Ensured compliance between rates offered vs. rates billed to the customers.
- Reduced the cycle time from 17 to 5 business days through simplification of the contracting process.
- Ensured cross-training of employees from account setup, implementation, and account management. This was critical for business continuity and enabled the team to capture 100% of revenues within 45 days as opposed to 90 days.
- Conducted 3 annual audits to assess compliance adherence in sales, customer support, and account management.
- National Credit Center Provides Leading Credit, Compliance, and Identity Verification Solutions.
Skills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- People management
- Operations management
- Team management
- Project management
- Strategies and goals
- Creativity and innovation
- Staff management
- Organizational development
- Budget management
- Staff development
- Contract and vendor management
- Hiring and retention
- Problem-solving
- Multitasking and organization
- Coaching and mentoring
- Team building
- Team collaboration
- Client relations
- Leadership development
- Analytical thinking
- Task delegation
- Performance management
- Customer service
- Performance evaluations
Websites
Leadership Philosophy
Servant Leader blending vision with empathy, focusing on empowering people to grow by fostering trust, open communication, and purpose while also emphasizing core values like integrity, self-awareness, and adaptability to create an environment where individuals and the organization thrive.
Notable Accomplishments
- Developed and executed short/long-term implementation strategies, aligning tech with business goals.
- Leveraged Service Level Agreements (SLAs) to streamline client onboarding, going from capturing 100% revenue at the 90-day mark to now capturing 100% revenue at 45 days.
- Successfully led change initiatives, ensuring smooth adoption of new systems and processes across largest department.
- Extensively led cross-functional teams and on functional career development targets for a robust talent pipeline, resulting in several staff members taking on functional leadership roles.
Software
Microsoft Suite
Video Conferencing
Jira
Timeline
Director of Client Implementation & Onboarding
AUTOSOFT
01.2025 - Current
Director of Operations
AGILITY CREDIT
01.2021 - 01.2024
Director of Branch Operations
ORKIN
01.2020 - 01.2021
Senior Operations Manager
NATIONAL CREDIT CENTER
01.2013 - 01.2020