SHANNON WILLIAMS
Bailey,NC
Summary
Results-driven professional with a diverse background in inside sales, customer service, and logistics. Demonstrated expertise in building strong client relationships, delivering exceptional customer experiences, and optimizing operational processes. A proactive problem-solver with a track record of driving revenue growth, reducing customer churn, and improving overall customer satisfaction. Experienced in leading teams, collaborating with cross-functional stakeholders, and implementing process improvements to enhance organizational efficiency. Eager to leverage transferable skills and passion for customer success to contribute to a dynamic organization's growth and success.
Overview
15
15
years of professional experience
Work History
B2B Account MANAGER
Prysmian Group
Rocky Mount, NC
09.2021 - 03.2023
- Developed and maintained strong relationships with clients, resulting in a 20% increase in sales revenue over a 12-month period.
- Proactively identified customer needs and provided tailored solutions, resulting in a 15% decrease in customer churn rate.
- Collaborated with cross-functional teams, including marketing and product development, to ensure customer satisfaction and drive product improvements.
- Conducted market research and competitor analysis to identify new business opportunities and develop effective sales strategies.
- Provided exceptional customer service by promptly resolving inquiries, concerns, and complaints, resulting in a high customer satisfaction rating of 95%.
Lead Customer Service Representative
Social Security Administration
Rocky Mount, NC
08.2015 - 02.2021
- Led a team of customer service representatives, providing guidance, training, and support to ensure consistent delivery of exceptional customer service.
- Developed and implemented new procedures and workflows to streamline operations and improve efficiency, resulting in a 20% reduction in average call handling time.
- Resolved complex customer issues and disputes by effectively interpreting and applying policies and regulations.
- Conducted quality assurance assessments to monitor customer service interactions and implemented training programs to address identified areas for improvement.
- Collaborated with internal stakeholders to identify and implement process improvements, resulting in a 30% increase in overall customer satisfaction ratings.
Logistic Supply Specialist
United States Army Reserve
Fort Bragg, NC
04.2008 - 12.2012
- Oversaw the coordination and execution of complex logistics operations, including transportation, inventory management, and supply chain optimization.
- Managed a team of logistics personnel, providing training, guidance, and support to ensure operational efficiency and mission success.
- Developed and implemented standard operating procedures to improve logistics processes, resulting in a 15% reduction in overall delivery time.
- Conducted regular audits of inventory and equipment, ensuring accuracy and compliance with regulations and standards.
- Demonstrated strong problem-solving skills by effectively resolving logistical challenges in high-pressure and time-sensitive situations.
Education
BA - BUSINESS ADMINISTRATION
North Carolina Wesleyan College
Rocky Mount, NC08.2024
BA - ORGANIZATIONAL LEADERSHIP
North Carolina Wesleyan College
05.2024
AS - Human Services
Nash Community College
08.2017
Skills
- Customer Relationship Management (CRM) Software
- Communication Skills
- Relationship Building
- Customer Service
- Account Management
- Problem Solving
- Data Analysis
- Team Collaboration
- Process Improvement
- Adaptability
Timeline
B2B Account MANAGER
Prysmian Group
09.2021 - 03.2023
Lead Customer Service Representative
Social Security Administration
08.2015 - 02.2021
Logistic Supply Specialist
United States Army Reserve
04.2008 - 12.2012
BA - BUSINESS ADMINISTRATION
North Carolina Wesleyan College
BA - ORGANIZATIONAL LEADERSHIP
North Carolina Wesleyan College
AS - Human Services
Nash Community College
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