Shannon Pfeifer
Crescent City,FL
Summary
A results-oriented Leader with experience in Business to Business management. I am a team player with a positive and upbeat attitude that is ready to mentor others as well as learn and grow myself.
Overview
5
5
years of professional experience
Work History
Manager
Crescent City Stop N Wash
01.2024 - Current
- Ensure cleanliness of laundromat/carwash is maintained daily
- Managed and prepared weekly schedules for the team
- Prepare and deliver bank deposits weekly
- Managed cash/coin collection
- Assist customers in store with any technical issues
- Onboard, equip and manage staff associates to comply with company policies and procedures
- Accomplished multiple tasks within established timeframes.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Team Lead
IncouchCX
11.2023 - 01.2024
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Worked different stations to provide optimal coverage and meet production goals.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Teaching CSR2s to optimize process and performance
Subject Matter Expert
IntouchCX
08.2022 - 11.2023
- Provide real time support and cross-training for B2B Customer Service Representatives (CSR)
- Ensure that proper information is given to dealers that call the B2B line and supervise a priority queue
- Analyze CSR data to ensure proper system leverage and maintain service level
- Maintain client dialogue to routinely share CSR analysis
- Assist with documentation of undocumented processes
- Assist with analyzing CSR data to ensure proper system leverage and that service level is maintained
- Assume all duties of the CSR
Customer Service Representative (CSR)
IntouchCX
01.2022 - 08.2022
- Educate customers on promotions to enhance sales
- Answer customer telephone calls promptly to avoid on-hold wait times
- Leverage troubleshooting resolutions for external users
- Maintain/track requests, document problems and record solutions in Salesforce
- Amend orders for dealers when they reach out via email or phone
Manager
Crescent City Stop N Wash
12.2019 - 01.2022
- Ensure cleanliness of laundromat/carwash is maintained daily
- Managed and prepared weekly schedules for the team
- Prepare and deliver bank deposits weekly
- Managed cash/coin collection
- Assist customers in store with any technical issues
- Onboard, equip and manage staff associates to comply with company policies and procedures
- Accomplished multiple tasks within established timeframes.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Associate's Degree - Medical Office Management
Kaplan University
01.2012
Skills
- Time Management
- Interpersonal Communication
- Customer Service
- Data Entry
- Team leadership
- Data Analysis
- Creative Problem Solving
- Proficient in Microsoft Office
- Proficient in Google Suite
- Policy implementation
- Decision-making
- Performance evaluations
- Verbal and written communication
Timeline
Manager
Crescent City Stop N Wash
01.2024 - Current
Team Lead
IncouchCX
11.2023 - 01.2024
Subject Matter Expert
IntouchCX
08.2022 - 11.2023
Customer Service Representative (CSR)
IntouchCX
01.2022 - 08.2022
Manager
Crescent City Stop N Wash
12.2019 - 01.2022
Associate's Degree - Medical Office Management
Kaplan University
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