Shannon Harris
Snellville,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Deployment Project Coordinator
Michelin
10.2022 - Current
- Assist other departments (collections, billing, sales) with contacting customers to resolve customer concerns
- Plan and manage team goals, projects schedules and new information
- Supervise current projects and coordinate all team members to keep workflow on track
- Direct project correspondences by preparing and reviewing project completion update reports, memos, and emails
- Communicate with clients to identify and define project requirements, scope and objectives
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Created job files for each project and maintained current data in each file.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Maintained database and spreadsheets with accurate inventory and status.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Responded to requests for information on materials to inquiring parties.
- Elevated overall quality of completed projects by consistently monitoring progress and addressing issues proactively.
Premier Support Specialist
Michelin
05.2021 - 10.2022
- Performs advanced customer service activities, initiatives for specialized ELD & non-ELD accounts
- Performs Tier 1, 2 & 3 technical assistance
- Diagnose issues and provide resolution with teaching and guidance
- Diagnose and resolve product or service problems; determining the root cause of the problem; selecting and explaining the best resolution; expediting corrective action; following up to ensure customer satisfaction
- Understand situations on an account by account basis, recommend the best solution to maximize results
- Assist customers with all equipment/reporting issues experienced
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide innovative feedback to management to continue to better the department and processes
- Responsible for investigating all customer cases that are received, documenting inquiries via CRM systems to resolution
- Maintains high levels of customer satisfaction
- Work cross-functionally with departments as customer advocates to strengthen customer relationship
- Excellent interpersonal, written, and oral communication skills
- Excellent listening skills, ability to ask probing questions, understand concerns, and overcome objections
- Strong desire to take ownership on issues through their resolution
- Inquisitive nature, with a deep desire to learn
- Strong analytical / problem-solving skills
- Professional and friendly attitude, able to quickly develop a rapport with customers over the phone
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Work collaboratively with colleagues, as well as independently with minimal supervision
- Familiarity with CRM systems and practices; SalesForce
- Proficient in Microsoft Office Suite
- Assist and monitored the Home Depot Project installation of 2768 GPS Units
- Assist and monitored the Ecolab Project installation of 850 GPS Units.
Logistics Specialist
Michelin
02.2020 - 05.2021
- Professionally handle high volume incoming customer inquiries via phone and email regarding NexTraq's products and services
- Diagnose and resolve product or service problems by qualifying the customer's complaint
- Research and Advise the customer on the best solution to solve tracking problems
- Expediting correction or adjustment of billing issues; following up to ensure resolution
- Handle customer complaints and provide appropriate solutions in a timely manner
- Cultivate lasting relationships and build trust with customers through open and interactive communication
- Investigate all customer requests and documented inquiries via CRM systems
- Partner with all departments to meet and exceed customer service expectations
- Participated in Dashcam Support Tool Pilot and provided feedback on how the tool works
- Participated in the focus group for Moving Forward Together provided feedback on how to improve operational processes within the company.
Customer Service/ Collections Agent/ Garnishment Agent
Reicher, Hulsman & Associates
10.2003 - 01.2005
- Handled incoming and outgoing calls in regards to outstanding title loans debts
- Answered billing questions, payment questions, wage garnishment questions
- Received, logged and documented payments of title loans
- Created a spreadsheet to track payments and payoffs of all title loans
- Organized and maintained inventory of office supplies.
Collection Agent/ Garnishment Agent
National Asset Management
01.2002 - 07.2002
- Served as a liaison between debtors and managers regarding payments of defaulted student loans
- Obtained and compiled financial related documentation of debtors
- Assisted in the preparation of reports related to portfolio inventories.
Escalation Quality Staff Team (Quality Control Specialist)
Sears Regional Credit Card Operation Center
08.1998 - 12.2001
- Handled sensitive and complex credit card customer inquiries through call escalations
- Identified common training needs and problems with remote and side by side monitoring
- Created and maintained a development log for each associate.
Education
BS, Business Information System Management -
DeVry University
01.2001
Skills
- Telecommunications
- Customer Satisfaction
- Direct Sales
- Collections
- Garnishment Agent
- Quality Control
- Problem-Solving
- Time Management
- Detail Oriented
- Decision-Making
- Critical Thinking
- Flexible and Adaptable
Certification
- Working with Upset Customers
- Time Management Tips: Scheduling
- Customer Service: Handling Abusive Customers
- Phone-Based Customer Service
- Transitioning from Waterfall to Agile Project Management
Personal Information
My current work history and collection experience is shown above.
My Linkedin profile shows my complete 26 years of work history.
Timeline
Deployment Project Coordinator
Michelin
10.2022 - Current
Premier Support Specialist
Michelin
05.2021 - 10.2022
Logistics Specialist
Michelin
02.2020 - 05.2021
Customer Service/ Collections Agent/ Garnishment Agent
Reicher, Hulsman & Associates
10.2003 - 01.2005
Collection Agent/ Garnishment Agent
National Asset Management
01.2002 - 07.2002
Escalation Quality Staff Team (Quality Control Specialist)
Sears Regional Credit Card Operation Center
08.1998 - 12.2001
BS, Business Information System Management -
DeVry University
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