Hi, I’m
Shannon Watson
Banks,AL
Summary
Experienced Customer Service & Technical Support Specialist with 20+ years of expertise in customer interactions, troubleshooting, and implementing innovative business technology solutions. Proficient in handling high volumes of inquiries, providing support through various channels (phone, email, chat), and efficiently resolving technical issues. Skilled in payroll processing, data analysis, compliance standards, and optimizing CRM workflows. Recognized for exceptional organizational skills, results-driven mindset, and dedication to improving processes for ultimate customer satisfaction.
Overview
2026
years of professional experience
1
Certification
Work History
Vacation Rental Manager | Housekeeping Manager | Warehouse Manager
Job overview
- 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.
CGI
Customer Service Representative
02.2022 - 06.2025
Job overview
- 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.
Central Window
Accounts Receivable Analyst
11.2000 - 04.2004
Job overview
- 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.
Ken Puttic Cadillic
Accounts Payable, and Accounts Receivable
02.1995 - 10.1999
Job overview
- 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
Watauga High SchoolBoone, NC
General Business
Troy University
from Criminal Law
University Overview
Three semesters in Criminal Law
Skills
- Customer Service and Support
- Multi-Channel Communication
- SLA Compliance
- Troubleshooting & Issue Resolutions
- Escalation Handling
- Quality Assurance
- Payroll Processing & Data Verification
- Accounts Payable (AP) and Account Receivables (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
from Criminal Law
Vacation Rental Manager | Housekeeping Manager | Warehouse Manager
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