Shannon Fuller
Dedicated Leader in Client Acquisition, Implementation, Satisfaction, Growth, Service, & Retention
Woodmere,OH
Summary
Strategic and results-oriented business leader with experience in strategy, planning and operations. Skilled in developing and executing business plans to maximize profitability, streamline operations and maintain compliance with industry regulations. Proven people leader motivates and optimizes staff performance and productivity. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Implementation & Success Consultant
Self-employed
Cleveland, OH
03.2022 - 12.2024
- In-Vehicle Safety Tech Implementation for Enterprise Customers
- Evaluated existing systems for potential areas of improvement prior to implementation kick-off meetings, ensuring a smooth transition for clients.
- Developed and implemented safety programs.
- Produced detailed and relevant reports for use in making business decisions.
- Collaborated with cross-functional teams to develop customized software solutions tailored to clients' unique needs.
- Managed risk assessments during implementations by analyzing potential issues early on in the planning phase.
- Defined enterprise processes and best practices and tailored enterprise processes for applications.
- Facilitated smooth transitions from legacy systems to new software platforms with minimal disruption to client operations.
- Assisted clients with monitoring all software implementation lifecycles.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Formulated integration system process flows based on stakeholders' specifications.
- Developed and implemented company procedures that reduced job site accidents 40%.
- Reduced accident rates through proactive hazard identification, analysis, and mitigation strategies.
Director, Customer Operations
Ascend Fleet
Cleveland, OH
8 2023 - 08.2024
- Oversee people element of Support, Implementation, and Success
- Retained over 1/2 of the oldest customer base through promotions and evergreen contracts.
- Reduced department budget by 300k within first 6 months.
- Use data and technology to improve self-service and automation
- Develop strategies to increase quality of service to customers
- Collect and analyze customer service performance and delivery data
- Developed retention and Customer Loyalty Programs
- Provides technical support for both presales and project delivery to solution architectures and may include customer presentations, demos, solution workshops, solution documentation, RFP responses, and support for contract development and interpretation.
- Interacted with customers to build connections and nurture relationships.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets.
- Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner.
- Developed operational processes to help organization adapt to market change.
- Established system for tracking/monitoring implementation milestones enabling better decision-making regarding resources allocation.
- Oversaw development and implementation of improvements to support operations.
- Cultivated a culture of continuous improvement through regular training sessions and workshops resulting in increased efficiency across departments.
Head of Customer Success
NAUTO
San Francisco, CA
04.2018 - 05.2022
- Functional responsibilities included creating and leading a team responsible for retaining and growing top-tier customers.
- Increased retention rate by 50% YoY & upgraded 25% of customers on 3g network resulting in 250k in net revenue.
- Developed team goals & mission, team organization, and structure
- Created and launched internal team systems and processes to ensure success
- Created and launched team KPI's, OKR's, and corporate reporting
- Helped team implement successful sales strategies for complex engineering projects.
- Utilized creative problem-solving skills to overcome technical challenges in the sales process.
- Developed comprehensive training materials for new hires, resulting in a more effective onboarding process.
- Built relationships with customers and community to establish long-term business growth.
- Established customer feedback system, allowing for continuous improvement in service delivery.
- Designed targeted marketing campaigns that resonated with specific consumer segments, driving higher engagement rates from existing clients.
- Spearheaded the creation of company-wide customer experience manifesto that guided all employees in their interactions with customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with back-office team members to facilitate seamless business execution.
- Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
- Implemented robust risk management strategies to protect company assets and mitigate potential threats.
Senior Project Leader
Verizon Telematics
Cleveland, Ohio
11.2016 - 04.2018
- Own all aspects of new client engagement from implementation, configuration, training, and handoff to account.
- Developed and implemented project plans and budgets to ensure successful execution.
- Developed and trained junior team members by leveraging industry experience to achieve optimal project strategy.
- Navigated challenging situations effectively by employing expert negotiation skills and conflict resolution techniques.
- Saved $1M by strategically bidding and negotiating on Enterprise Professional Services projects.
Sr Manager, Customer Support
Fleetmatics
Cleveland, OH
12.2006 - 11.2016
- Functional responsibilities included Customer Care and Training including leading a team of 30+ support agents.
- Led a process improvement initiative leading to a 10-point NPS improvement within six months.
- Improved support case efficiency by 65% within 21 months, while adding additional products Developed and continually improved processes, systems, and KPI's/OKR's.
- Continually pursue and enhance core principles by developing highly responsive, customer-centric SME’s.
- Manage by metrics, leverage technology, and create fun and enjoyment within the department.
- I was responsible for hiring, scheduling, training, motivation, coaching, defining KPI's/OKR's, conducting performance reviews and evaluating salary increases.
Skills
Operational Oversight
Program Leadership
Business process reengineering
Financial Oversight
Employee reviews
Training Management
Budget Planning
SFDC Suite
NetSuite
Acrobat PRO/MS365 & GS Productivity Suites/Excel
Confluence Cloud Suite
Data Analysis / Web & Cloud based BI Solutions
Accomplishments
- Designing Revenue Generating Campaigns
- Minimizing Churn and Improving Renewal Rates
- International Call Center Deployment
- SaaS Platform Migration
- Call Center BI Metric Development & Deployment
- Technology Deployments
- Client Newsletters
- Product Certifications
- NPS & CSAT Tracking & Improving
- Developing Reference-able Customers
- Creating Case Studies & Raving Fans
Specialized Training
- Fundamentals of Management – Weatherhead School of Management
- Executive Interpersonal Communications - Mary Coleman, John Carroll University
- Win-Win Negotiations – Baker Communications Inc.
Timeline
Implementation & Success Consultant
Self-employed
03.2022 - 12.2024
Head of Customer Success
NAUTO
04.2018 - 05.2022
Senior Project Leader
Verizon Telematics
11.2016 - 04.2018
Sr Manager, Customer Support
Fleetmatics
12.2006 - 11.2016
Director, Customer Operations
Ascend Fleet
8 2023 - 08.2024