Open To Work
Shannon Hare
Lawrenceville
Summary
Seek a challenging role that leverages my leadership, customer service, and project management experience to support both personal and organizational growth, ultimately providing positive results for clients, the company, and myself.
Overview
26
26
years of professional experience
Work History
Customer Support Manager
US Bank
04.2023 - 07.2025
- Handled incoming calls to resolve fraud claims for debit cards, credit cards, and paper checks, ensuring timely support for affected customers.
- Assist customers in online application navigation, logon password resets answered general questions.
- Documented actions taken across multiple systems for each call, maintaining accurate records to support team performance and compliance.
- Exceeded Customer Service survey results monthly.
- Monthly recognition received for being top performer.
- Successfully met all set objectives.
- Call center environment averaged 80 plus calls per day.
Customer Service Capital One Contractor
TTEC
01.2023 - 04.2023
- Assisted customers with credit card payments, inquiries, and disputes to ensure timely resolution and satisfaction.
- Provided support to domestic and international callers.
- Recorded all calls in databases to maintain accurate customer interaction records and facilitate follow-up.
- Call center handled 50+ calls per day.
- Sought team lead position to develop leadership skills and contribute to team success.
Project Manager
TEKsystems
10.2021 - 08.2022
- Project managed customers migrating from the Sprint biller and Sprint network to the T-Mobile network and billing platform.
- Ensured successful migration of all devices on customer accounts to enhance service continuity.
- Managed 60 plus customers with approximately 2000 devices.
- Resolved failed migrations through troubleshooting and effective resolution strategies.
- Identified migration concerns and communicated resolutions to management for informed decision-making.
- Communicated status of migration to internal and external parties.
- Coordinated handoff with program managers upon migration completion to ensure seamless transition.
- Assisted customers with technical and billing concerns and inquiries.
- Worked remotely to support customer migration efforts.
CFO/Owner
Courtesy Emissions
Suwanee
05.2014 - 05.2019
- Oversaw accounting functions, such as accounts receivable, account reconciliation, and accounts payable.
- Managed emission station and the 5 mobile emission vehicles.
- Established 2 emission stations and deployed 5 mobile emission vehicles.
- Ensured licensing and certifications met Gwinnett County regulations to maintain compliance.
- Managed employee relations by overseeing training, conducting yearly reviews, coordinating benefits, hiring, and terminating staff.
- Cultivated customer relations through proactive communication to enhance service satisfaction.
- Created and Distributed invoicing to fleet and dealership accounts.
- Maintained all maintenance on fleet vehicles and station analyzers.
- Marketed services to local dealerships and fleet accounts, increasing community awareness and engagement.
Hybrid Implementation Specialist
Sprint
Atlanta
10.2016 - 12.2016
- Led database cleanup project (ODIE) from initiation to completion, creating project plan, managing production team, and reporting progress to upper management while meeting all milestones.
- Managed project to resolve delayed disconnects for over 400 customers, ensuring timely access to billing.
- Ensured installations, disconnects and invoicing start/stopped within deadlines.
- Keyed and tracked all orders for assigned Project Managers. Handle escalations internally and external escalations to the LECs or International contacts, responsible for ensuring accurate invoicing and closure of billing disputes.
- Developed comprehensive job aids for training associates on disconnect processes, including disconnect, tracking, and procedure job aids for centralized disconnect team.
- Utilized Microsoft Access database to manage and organize data effectively.
- Continue education by taking internal Sprint PM Courses while studying for PMP certification.
- Demonstrated effective oral and written communication in team interactions.
- Adapted to changing work environments and priorities with ease.
IS Centralized Disconnect Team
Sprint
12.2007 - 10.2012
- Provided support to government agencies including DOH, FBI, TSA, and VA by facilitating communication and addressing inquiries.
- Project managed FBI equipment clean-up project, coordinated resources to retrieve equipment across the country between customer, vendor and Sprint. Approximately 500 locations.
- Managed backlog of 500 delayed equipment pick-ups with Sprint’s vendor Ericsson, ensuring timely resolution and improved operational flow.
- Reported weekly to upper management to analyze root causes of delayed disconnects and return-to-sales issues, facilitating informed decision-making.
- Contributed to launch of Enigma, largest data masking initiative within Sprint, enhancing data security for over 500 applications.
- Contributed to developing internal job aids for customer premise equipment, tracking, back-out processes, and manual circuit disconnections.
- Internal award winner of the All Star 2010, quarterly award.
IPM – Migrations
Sprint
Atlanta
08.2006 - 12.2007
- Served as primary contact for customers during migration from network and billing platforms, ensuring smooth transitions.
- Assisted in developing and implementing Datalink port migration processes and procedures, enhancing operational efficiency.
- Trained peers on migration processes and procedures, improving team competency and knowledge.
- Received Dooley award for outstanding contributions to team performance in 2006.
Implementation Specialist
Sprint
Atlanta
10.2005 - 08.2006
- Served as point of contact for escalations and disconnect errors, coordinating with internal implementation and disconnect groups to resolve issues.
- Contributed to creation of multiple job aides for disconnect processes, enhancing order processing and mitigating negative revenue impacts.
- Trained implementation specialists in voice and data processes and procedures, ensuring team proficiency and adherence to best practices.
- Received two 'Be the Reason' awards for exceptional performance and teamwork.
Account Service Rep
Sprint
Atlanta
10.2004 - 10.2005
- Served as primary contact for escalated issues, ensuring timely resolution and effective communication.
- Investigated and resolved escalated billing issues from verbal and written correspondence, improving customer satisfaction.
- Support National Partners, Communication Management Service for all simple and complex billing issues voice and data.
- Trained new employees to navigate company culture and processes, enhancing their onboarding experience.
- Recognized in All Green Club 10-04 – 12/04 and SCA cleanup project that saved the company approximately $550K in revenue.
ISSC West Supervisor
Sprint
Atlanta
04.2003 - 10.2004
- Managed a team of 11 employees.
- Handled all escalations involving keying and tracking of orders.
- Reported all customer date misses and conducted root cause analysis on credits issued for install/disconnect delays.
- Provided detailed feedback to management for employee link reviews.
- Maintained standards and met all set objectives under supervision.
- Collaborated with West Coast Sales Teams to enhance order processing.
- Sprint Values Excellence award recipient for 2nd quarter 2003 for COMM DAF disconnect project, On the Spot award for 2nd quarter.
- Received the Sprint Values Excellence award in the 3rd quarter of 2002.
ISO Indirect Channel Lead
Sprint
Atlanta
02.1999 - 01.2002
- Facilitated daily conference calls with team members and Indirect Partners to align on priorities and address operational challenges.
- Monitored and maintained Sales Administration and Credit and Order Administration queues to ensure timely processing of orders.
- Assisted Sprint's University of Excellence in creating job aids for Change Requests, AOPS order entry, and Dedicated Services installs and disconnects, enhancing team training resources.
- Received the 3rd quarter SVE award for outstanding performance in sales administration.
ISO Supervisor
Sprint
Atlanta
01.2001 - 08.2001
- Oversaw 10 employees, fostering a collaborative environment to achieve departmental goals.
- Led a team that researched and resolved incorrect data entry on installs and disconnects, customer commit date misses, out of service conditions, and account credits.
- Coordinated resolution of out of service conditions with internal engineers and external partners, ensuring timely restoration of services.
- Managed Escalations and out of service conditions.
- Delivered actionable feedback to management on employee link reviews, contributing to performance improvements.
- Collaborated with BPI Sales team to support initiatives.
Education
Bachelors in Science - Project Management
DeVry University
Alpharetta, GASkills
- Customer support
- Team leadership
- Technical support
- Team leadership
- Risk assessment
- Database management
- Customer relationship management
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridOn-SiteSalary Range
$45000/yr - $200000/yrTimeline
Customer Support Manager
US Bank
04.2023 - 07.2025
Customer Service Capital One Contractor
TTEC
01.2023 - 04.2023
Project Manager
TEKsystems
10.2021 - 08.2022
Hybrid Implementation Specialist
Sprint
10.2016 - 12.2016
CFO/Owner
Courtesy Emissions
05.2014 - 05.2019
IS Centralized Disconnect Team
Sprint
12.2007 - 10.2012
IPM – Migrations
Sprint
08.2006 - 12.2007
Implementation Specialist
Sprint
10.2005 - 08.2006
Account Service Rep
Sprint
10.2004 - 10.2005
ISSC West Supervisor
Sprint
04.2003 - 10.2004
ISO Supervisor
Sprint
01.2001 - 08.2001
ISO Indirect Channel Lead
Sprint
02.1999 - 01.2002
Bachelors in Science - Project Management
DeVry University