SHANNON VILANOVA
Tampa,FL
Summary
Professional, dynamic, and highly organized call center leader with over 10 years’ experience building high-performing teams focused on delivering best in class customer experience. Adept at overcoming complex business challenges and providing strategic vision to propel organizational success. Proven track record of exceeding targets, optimizing costs, and enhancing operational efficiency prioritizing tasks and meeting deadlines.
Overview
12
12
years of professional experience
Work History
Account Executive
SourceTek, Innovation Refunds
Tampa, FL
01.2023 - 06.2023
- Performed expert tax incentive consultations to small and medium business owners, leveraging federal legislation to optimize their financial benefits
- Fostered cross-departmental collaboration to enhance client engagement and satisfaction, while driving improvements in overall organizational efficiency
- Support clients throughout process, diligently collecting essential documentation to ensure their eligibility against government regulations and maximization of available incentives
- Established exceptional leadership by achieving highest number of submissions among team during first month out of training
- Successfully assisting clients in recovering over 4 million dollars, enabling them to sustain, grow, and upgrade their operations for long-term success
Territory Manager
Home Performance Alliance
Tampa, FL
05.2022 - 01.2023
- Successfully presented and sold high-ticket bathroom remodeling projects to clients within 500 sq mile territory in Central FL, showcasing expertise in design and sales
- Prepared contracts and drafted proposals, ensuring smooth and efficient transactions
- Achieved highest per-sale revenue in region, exceeding monthly quotas month after month and generating over $1.5 million in sales revenue during tenure
- Communicated regularly with territory, regional, and strategic managers for daily support and strategic planning for accounts.
Director of Business Development
RealAgentWorks
Tampa, FL
05.2021 - 12.2021
- Accountable for driving sales revenue growth through client acquisition of digital marketing products, including AI-powered lead generation, web design, SaaS products, and social media management packages
- Created and launched multiple revenue streams, expanding company's offerings and diversifying its portfolio including white-label business-in-a-box franchise, successfully onboarding first client within first week of launch
- Achieved personal sales success by closing over $213,000 in revenue within first four months, leveraging strong relationships, referrals, and value-driven custom branding campaigns
- Improved sales team average revenue per user (ARPU) by 60% through coaching and implemented quality assurance measures to enhance sales and service excellence, resulting in 20% increase in client retention within 90 days for company
- Developed and coached sales agents helping them achieved average increase of 43% in total monthly client acquisitions
Director of Client Services
OneTouch Direct
Tampa, FL
08.2020 - 05.2021
- Managed relationships between fortune 50 client, AT&T National Business, and internal BPO operations teams for multiple omni-channel call center programs
- Achieved significant growth of AT&T B2B programs by 1150% in under 3 years through relationship building, trust development, and delivering exceptional results for inbound and outbound contact center initiatives
- Exceeded monthly sales revenue targets of $350,000+ while consistently delivering exceptional customer experiences and exemplary CSAT/TNPS scores
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Effectively presented to, and communicated with internal and external stakeholders, including high-profile clients and senior level executives in both private and public sectors
- Implemented and monitored operational and client service processes to support contractual obligations resulting in increased revenue and client retention and growth
- Demonstrated proactive and direct communication, ownership, and results-oriented approach in fostering strong relationships internally and externally
Director, Call Center Operations
OneTouch Direct
Tampa, FL
01.2019 - 08.2020
- Directed daily operations for 2 call center sites with team of 2 operations managers, 14 supervisors, 3 QA's and 3 trainers supporting 350+ sales and customer service agents over multiple AT&T National Business programs
- Ensured adherence to Service Level Agreements (SLA's), Standard Operating Procedures (SOP's), and Statement of Work (SOW) to maintain excellent call volume and service quality maintaining satisfactory service levels
- Managed financials including P&L for multiple AT&T programs, resulting in a 260% increase in profit margin through operational efficiency, cost prioritization, and improved key metrics
- Implemented weekly round table discussions and mentorship programs at all levels to foster people-first culture reducing attrition by over 20%
Call Center Operations Manager
OneTouch Direct
Tampa, FL
09.2018 - 01.2019
- Collaborated with directors, managers, and team leads across multiple locations to foster cohesive and collaborative environment emphasizing success in delivery, quality assurance, training, communication, and reporting
- Set goals team goals, created incentive plans, performed evaluations, and managed daily operations including monitoring operational flows, call center metrics, and staffing levels
- Led and developed team of 7-10 supervisors/QAs, providing hands-on coaching and feedback while ensuring their support and growth
- Conducted continuous data analysis using SQL/Excel and other software to evaluate performance metrics and providing daily reports
- Presented MBR's to internal executive leadership and QBR's to multiple senior executives at fortune 50 client, AT&T
Call Center Training Manager and Operations Supervisor
OneTouch Direct
Tampa, FL
04.2017 - 09.2018
- Curated outbound sales training curriculum in collaboration with client, designing interactive and immersive learning experiences including online modules, surveys, and physical job aids
- Led large-scale learning initiatives, such as Salesforce rollout to multiple teams in partnership with AT&T inside sales teams for public sector
- Trained and launched first sales and service team in tele-solutions organization for FirstNet built by AT&T
- Conducted 12 new training classes per year, along with ongoing up-trainings and exercises, catering to diverse learning styles and maximizing retention
- Developed and mentored trainers while transitioning into operational focused role, fostering their growth and success, including promoting one to replace role as Training Manager
Publisher
Best Version Media
Gainesville, FL
06.2015 - 09.2018
- Published high-quality niche publication for Gainesville, FL, fostering community engagement, promoting local businesses, and supporting non-profit causes
- Transformed magazine from negative profit margin to thriving business generating over $5,000 in gross profit monthly within 6 months
- Built and managed talented team of 6 photographers, content creators, designers, and account executives, producing new publication monthly
- Developed strong relationships with local business owners, actively collaborating to create custom marketing campaigns and deliver exceptional service, resulting in client retention rate of 85% over 3 years
Corporate Trainer
JP Morgan Chase
Columbus, OH
01.2012 - 04.2014
- Recognized with Mortgage Banking SPOT award for achieving remarkable 10% increase in quality assurance scores among trainees within their first 90 days
- Transformed training processes and materials, ensuring regulatory compliance with stringent consumer lending guidelines resulting in improved performance, increased employee engagement, and enhanced overall effectiveness of departmental training program
- Conducted engaging and informative classroom trainings for group of 20 Mortgage advisors, delivering six sessions per year to enhance their knowledge and skills
Mortgage Advisor
J.P. Morgan Chase
Columbus, OH
10.2011 - 01.2012
- Successfully served as initial point of contact for prospective clients seeking mortgage solutions, handling inquiries related to refinancing, purchasing, and obtaining second mortgages with JP Morgan Chase
- Consistently surpassed monthly quality assurance benchmarks, demonstrating exceptional attention to detail and accuracy in mortgage advisory services while achieving impressive conversion rate of over 80%
- Recognized for expertise and contribution to department, promoted to Subject Matter Expert (SME) and entrusted with managing teams in absence of managers
Education
Business Administration and Management
Columbus State Community College
Columbus, OHSkills
Leadership- Supervising, leading, inspiring up to 350 call center agents/staff membersundefined
Timeline
Account Executive
SourceTek, Innovation Refunds
01.2023 - 06.2023
Territory Manager
Home Performance Alliance
05.2022 - 01.2023
Director of Business Development
RealAgentWorks
05.2021 - 12.2021
Director of Client Services
OneTouch Direct
08.2020 - 05.2021
Director, Call Center Operations
OneTouch Direct
01.2019 - 08.2020
Call Center Operations Manager
OneTouch Direct
09.2018 - 01.2019
Call Center Training Manager and Operations Supervisor
OneTouch Direct
04.2017 - 09.2018
Publisher
Best Version Media
06.2015 - 09.2018
Corporate Trainer
JP Morgan Chase
01.2012 - 04.2014
Mortgage Advisor
J.P. Morgan Chase
10.2011 - 01.2012
Business Administration and Management
Columbus State Community College
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