Shannon Haughie
Fruitland Park,FL
Overview
7
7
years of professional experience
Work History
Senior Manager of Customer Service
Zelenko Labs
Boca Raton, FL
06.2021 - Current
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols
- Analyzed data from market research surveys to identify trends and develop actionable insights for organizational growth
- Identified areas of improvement within existing operations through process analysis and benchmarking studies
- Created detailed reports on project progress for senior management review
- Directed cross-functional teams in developing innovative solutions to complex problems
- Ensured compliance with applicable laws, regulations, policies, and procedures across all business units
- Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Implemented new technologies such CRM tools to streamline business processes
- Represented the organization at conferences or trade shows as an expert speaker on relevant topics
- Performed financial analysis to inform discussions with partners and make strategic decisions
- Maintained adequate staffing to meet objectives within budget
Service & Engagement Team Leader
Target
Boynton Beach, FL
09.2017 - 06.2021
- Developed strategies for problem solving and conflict resolution among team members
- Conducted regular performance reviews to assess individual team member progress
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Provided coaching and feedback on employee performance, encouraging professional development
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings
- Collaborated with other departments to ensure alignment of goals across teams
- Ensured compliance with all safety regulations in the workplace.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service
- Delegated daily tasks to team members to optimize group productivity
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team
- Worked closely with human resources to support employee management and organizational planning
- Offered training and support to keep team members motivated and working toward objectives
Education
Bachelor of Science -
Florida International University
Miami, FLSkills
- Data Analytics
- Data-driven decision-making
- Cross-Functional Collaboration
- Documentation And Reporting
- Database Development
- Corporate Communications
- Operations Management
- Influencing and negotiating
- Organizational Development
- Organizational improvement
Timeline
Senior Manager of Customer Service
Zelenko Labs
06.2021 - Current
Service & Engagement Team Leader
Target
09.2017 - 06.2021
Bachelor of Science -
Florida International University