Summary
Overview
Work History
Education
Skills
Certification
Timeline
Shannon Watson

Shannon Watson

Louisville,KY

Summary

Experienced Customer Service & Technical Support Specialist with 20+ years of experience in customer interactions, troubleshooting, and implementing business technology solutions. Expertise in managing high-volume inquiries, providing multi-channel support (phone, email, chat), and resolving technical issues. Skilled in payroll processing, data analysis, compliance standards, and enhancing CRM workflows. Known for being highly organized, results-driven, and dedicated to continuous process improvement for optimal customer satisfaction.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Vacation Rental Manager | Housekeeping Manager | Warehouse Manager

  • Oversaw operations, staff management, and ensured process optimization in various industries.
  • Managed financial transactions, invoicing, accounts payable (AP) & accounts receivable (AR).
  • Led customer service training programs, improving client engagement and business efficiency.

Customer Service Representative

CGI
02.2022 - 06.2025
  • Supported CMIPS & Alaska Payroll projects, handling technical troubleshooting and service operations.
  • Managed high-volume customer interactions, averaging 30-40 inbound calls per peak hours.
  • Conducted data verification, payroll adjustments, and ensured compliance with regulatory standards.
  • Provided multi-channel support through phone, email, and chat utilizing CRM platforms.
  • Resolved complex service escalations, ensuring customer satisfaction and retention.

Accounts Receivable Analyst

Central Window
11.2000 - 04.2004
  • Reduced collection time for outstanding invoices by closely monitoring aged accounts and maintaining frequent communication with clients.
  • Participated in the month-end close process, ensuring accurate reporting of accounts receivable balances and timely submission of data for financial statements.
  • Collected, compiled and analyzed data to prepare customer invoices per contractual requirements.
  • Analyzed aging reports to identify trends and patterns causing missed collections.

Accounts Payable, and Accounts Receivable

Ken Puttic Cadillic
02.1995 - 10.1999
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Education

General Business -

Watauga High School, Boone, NC

Criminal Law

Troy University
Three semesters in Criminal Law

Skills

  • Customer Service & Support
  • Multi-Channel Communication
  • SLA Compliance
  • Troubleshooting & Issue Resolutions
  • Escalation Handling
  • Quality Assurance
  • Payroll Processing & Data Verification
  • Accounts Payable (AP) & Receivable (AR)
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • CRM Systems
  • Adobe Acrobat
  • Process Improvement & Workflow Optimization
  • Regulatory Compliance
  • Data Entry
  • Social Media Marketing
  • Market Research
  • Contract Negotiation
  • Self-Starter & Team Leadership
  • Time Management
  • Customer Satisfaction

  • Communication Tools
  • Multi-Tasking
  • Leadership
  • Problem-Solving

  • Adaptability
  • Client Satisfaction

  • Customer service
  • Problem-solving
  • Multitasking
  • Critical thinking
  • Clear communication
  • Organizational skills
  • Task prioritization
  • Analytical thinking
  • Conflict resolution
  • Performance analysis

  • Marketing and promotion
  • Online listing optimization
  • Vendor relationship management
  • Teamwork

Certification

  • Real Estate License (Florida & Alabama)
  • Purchasing & Land Acquisition
  • Collections & Account Management

Timeline

Customer Service Representative - CGI
02.2022 - 06.2025
Accounts Receivable Analyst - Central Window
11.2000 - 04.2004
Accounts Payable, and Accounts Receivable - Ken Puttic Cadillic
02.1995 - 10.1999
Watauga High School - General Business,
Troy University - , Criminal Law
Vacation Rental Manager | Housekeeping Manager | Warehouse Manager -

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Shannon Watson