Shannon Sturgill
Senior Associate
Tampa,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
Work History
Senior Associate
Carewell
Charlotte, NC
05.2021 - Current
- Worked varied hours to meet seasonal and business needs.
- Defined work plans in alignment with stakeholder requirements.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Served as keyholder, overseeing business opening and closing operations.
- Served as liaison, facilitating communication between management and associates.
- Trained and supported new team members, maintaining culture of collaboration.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Assigned tasks to lower-level personnel based on qualifications and skills set.
- Managed customer relations through communication and helpful interactions.
- Enhanced product presentation and promotional material displays, working alongside retail representatives.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Worked with vendors to resolve equipment failures.
- Coached other team members on selling techniques and customer service tactics to meet daily sales goals.
- Troubleshot minor issues with equipment and tools.
- Maintained confidentiality on projects, with clients and regarding corporate data to alleviate data breaches.
- Configured desktop computers, peripherals and accounts and assigned suitable security levels.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Developed training program to educate new hires on company policies and procedures.
- Kept detailed records of daily progress to identify and correct areas needing improvement.
- Answered incoming telephone calls and processed incoming and outgoing mail to support office staff.
- Created solutions for customers to satisfy specific needs, quality and budget.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies
- Assigned tasks to lower-level personnel based on qualifications and skills set
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruption
- Defined work plans in alignment with stakeholder requirements
- Achieved client satisfaction and loyalty by establishing collaborative relationships, facilitating needs assessment
- Served as liaison, facilitating communication between management and associates
- Trained and supported new team members, maintaining culture of collaboration
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints
- Worked varied hours to meet seasonal and business needs
- Coached other team members on selling techniques and customer service tactics to meet daily sales goals
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties
- Managed customer relations through communication and helpful interactions
- Identified customer needs and wants to enhance customer experiences and boost sales
- Troubleshot minor issues with equipment and tools
- Tested personal computers and peripherals to diagnose hardware and software problems
- Worked with vendors to resolve equipment failures
- Maintained confidentiality on projects, with clients and regarding corporate data to alleviate data breaches
- Greeted customers and offered assistance for increased customer satisfaction
- Kept detailed records of daily progress to identify and correct areas needing improvement
- Answered incoming telephone calls and processed incoming and outgoing mail to support office staff
- Provided product price information to customers
- Liaised with customers to assist with computing operations and resolve concerns
- Developed training program to educate new hires on company policies and procedures
- Enhanced product presentation and promotional material displays, working alongside retail representatives
Customer Care Representative
CareWell
Charlotte, NC
02.2021 - Current
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Entered customer interaction details in BigCommerce, BrainTree, and Kustomer to track requests, document problems and record solutions offered.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Increased customer satisfaction ratings by solving problems promptly and to customer expectations.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Helped customers every by approaching conversations with positive attitude.
- Assisted call-in customers with questions and orders.
Nanny for Special Needs Children
Susan & Thomas Fimbres
Tampa , FL
01.2018 - 02.2021
- Promoted language development skills through reading and storytelling.
- Assisted with light housekeeping duties as well as running errands.
- Fostered close relationships with children by asking about school, friends and hobbies.
- Developed games and activities using arts and crafts to support learning and verbal skills.
- Helped children complete homework assignments and school projects.
- Engaged with children on individual basis to build positive relationships.
- Supervised children engaged in physical activity, learning and social skills with peers.
- Safely transported children to and from school, medical appointments and extra-curricular activities.
- Stayed current on toy and child-related recalls and safety warnings.
- Supported children in daily activities, including playing, meals and snacks, hygiene and socialization.
- Established and maintained safe play environment for children.
- Organized activities that enhanced children's physical, emotional and social well-being.
- Identified warning signs of emotional and developmental problems in children.
Assistant Manager
Salon Visage
Knoxville, TN
05.2016 - 09.2017
- Achieved recognition from senior management for contribution to store success, including managing sales, employees and operations to foster optimal performance.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Monitored security and handled incidents calmly.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Residential Counselor
Helen Ross McNabb
Knoxville , TN
02.2014 - 09.2017
- Delivered frequent summaries on resident progression and regression in treatment to provide recommendations towards treatment plan for success.
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal and social skills.
- Supported residents in coping with emotions and fears through one-on-one sessions.
- Counseled residents in group sessions to assist in overcoming dependencies and adjustments to life.
- Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
- Utilized Centricity and CMHC to fill out and maintain client-related paperwork, including federal and state-mandated forms, client diagnostic records, incident reports and progress notes.
- Assisted residents in adhering to treatment plans by setting up medical appointments, arranging transportation, coordinating services and providing emotional support.
- Engaged Handle with Care intervention techniques to deescalate aggressive and hostile behavior of residents.
- Attended one-on-one meetings to develop and implement individually tailored treatment plans to lead residents to successful reintegration into society.
- Communicated behavior choices to residents by outlining positive and negative consequences of choices.
- Provided swift and knowledgeable emergency support in line with campus crisis protocols.
- Enforced policies and safety standards through building and room rounds.
- Liaised between community programs and residents and counseled community and assisted living residents.
Client Benefits Specialist
Helen Ross Mcnabb Center
Knoxville , TN
02.2014 - 09.2017
- Duties as client benefit specialist included: informing and helping clients understand HIPPA and the Center’s privacy practices and contacting insurance companies for certs when clients had commercial or government subsidized insurance.
- Required to learn knowledge of state and other fund sources for billing.
- As an admissions coordinator I was required to answer the crisis line promptly and then triage the calls for mental health or A&D services.
- Used coordination and planning skills to achieve results according to schedule
Education
Associate of Arts - Philosophy of Science
The University of Tennessee - Knoxville
Knoxville, TN 08.2012 - 08.2017
High School Diploma -
Alonso High School
Tampa 08.2008 - 06.2012
Skills
Documentation and reporting
Cataloging
Inbound Customer Service
Customer Relationship Management
Payment processing
Shipping procedures understanding
Sales expertise
Medical terminology knowledge
Complaint resolution
Money handling abilities
Professional telephone demeanor
Receiving support
Retail store support
Multi-line phone talent
Certification
First Aid
Hobbies
I enjoy photography and being outdoors. I'm also a ravenous reader who enjoys almost any genre.
Timeline
Senior Associate
Carewell
05.2021 - Current
Customer Care Representative
CareWell
02.2021 - Current
Nanny for Special Needs Children
Susan & Thomas Fimbres
01.2018 - 02.2021
Assistant Manager
Salon Visage
05.2016 - 09.2017
Residential Counselor
Helen Ross McNabb
02.2014 - 09.2017
Client Benefits Specialist
Helen Ross Mcnabb Center
02.2014 - 09.2017
Handle with Care
02-2014
Associate of Arts - Philosophy of Science
The University of Tennessee - Knoxville
08.2012 - 08.2017
High School Diploma -
Alonso High School
08.2008 - 06.2012
First Aid
05-2008