Shannon Stutesman
Palm Coast,FL
Summary
Cheerful and enthusiastic employee with over 20 years history of exceeding customer and client expectations. Highly efficient professional offering many years of performance in fast-paced and challenging administrative environments. Collaborative and driven with clear focus on team needs. Well organized, flexible and computer savvy. Resourceful team player skilled in supporting human resources functions, including payroll and timekeeping. Have experience in managing employee records, assisting with recruitment processes, and enhancing workplace culture. Strengths include strong organizational abilities, effective communication skills, and the capacity to handle confidential information discreetly.
Overview
19
19
years of professional experience
Work History
Senior Sales Associate/Assistant Manager/Ops Manager
Liberty Landscape Supply
Saint Augustine, Florida
05.2023 - Current
- Assisted customers in selecting landscaping materials and products.
- Maintained inventory levels and organization of stock on site.
- Processed customer orders, ensuring timely delivery of correct products.
- Opening and closing of store daily.
- Assisted upper management with scheduling, interviewing, sales, logistics, and consistently provided exceptional customer service.
- Trained new staff on sales techniques and product information.
- Participated in strategic planning meetings related to company objectives and goals.
- Built and maintained new and established client relationships with exceptional communication, personalized interactions and friendly attentive service.
- Managed daily operations of store and associates.
Client Support Specialist
Darwin CX (fomerly Palm Coast Data)
Palm Coast, FL
08.2022 - 04.2023
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Researched, identified and responded to client inquiries expeditiously, providing reactive and proactive customer support.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Applied client feedback to deliver information to management for corrective action.
- Updated databases with new and modified customer data.
- Acted as main point of contact in matters relating to client concerns and needs.
- Utilized CRM to collect, organize and manage sales data and customer information.
Administrative Assistant/Client Service Representative
Palm Coast Data
Palm Coast, FL
08.2018 - 08.2022
- Maintained all department schedules, time off requests and processed payroll for 130+ employees in a fast paced call center.
- Regularly provided daily, weekly, biweekly, and monthly reports to supervisory and management staff.
- Managed email customer service work loads and verified overall productivity daily.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Reviewed customer account information to determine current issues and potential solutions.
- Reviewed and responded with resolution to all BBB complaints for various clients in the required time frame (A+ rating).
- Supported clients by handling service requests, answering questions and acting as consistent resource.
- Delivered high level of service and support to clients by ensuring that issues were responded to within established time frames.
- Managed client complaints with high level of professionalism and competence.
- Received and submitted payments, updated account information and provided receipts.
- Complied with all CCI security protocols required.
Customer Service Representative
Palm Coast Data
Palm Coast, FL
07.2006 - 08.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers in making payments on accounts and setting up payment plans.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed account and service histories to identify trends and issues.
- Answered 150+ inbound calls and/or emails per day and directed to individuals or departments.
- Exceeded company productivity standards on consistent basis.
- Upheld privacy and security requirements established by regulatory agencies.
- Mentored new employees on procedures and policies to maximize team performance.
Education
High School Diploma -
Mio AuSable School
Mio05.1999
Some College (No Degree) - General Studies/Cosmetology
Kirtland Community College
Roscommon, MISkills
- Database maintenance
- Conflict mediation
- Data evaluation
- Senior leadership support
- Project management abilities
- High-energy attitude
- Office equipment proficiency
- Product organization
- Report generation
- Verbal and Written Communication
- Client relationship management
- Database management
- Office software proficiency
- Information gathering
- Conflict resolution
- Active listening
- Team collaboration
- Time management
- Detail orientation
- Communication skills
- Administrative skills
- Scheduling
- Human resources support
- Training support
- Payroll processing
Timeline
Senior Sales Associate/Assistant Manager/Ops Manager
Liberty Landscape Supply
05.2023 - Current
Client Support Specialist
Darwin CX (fomerly Palm Coast Data)
08.2022 - 04.2023
Administrative Assistant/Client Service Representative
Palm Coast Data
08.2018 - 08.2022
Customer Service Representative
Palm Coast Data
07.2006 - 08.2018
High School Diploma -
Mio AuSable School
Some College (No Degree) - General Studies/Cosmetology
Kirtland Community College