Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Willis

Covington,GA

Summary

Dynamic professional with a proven track record at Hyundai Capital America, excelling in process improvement and issue resolution. Skilled in customer relationship management and team collaboration, I enhance service efficiency and foster positive customer engagement. Committed to delivering exceptional results and ensuring compliance with security policies while maintaining strong communication.

Overview

19
19
years of professional experience

Work History

Servicing Support Analyst

Hyundai Capital America
Atlanta, Georgia
04.2021 - Current
  • Assisted in implementing process improvements for service efficiency.
  • Facilitated communication between customers and internal departments for issue resolution.
  • Managed user accounts within Active Directory environment while ensuring compliance with company's security policies.
  • Processes warranty cancellations for customer whom vehicles have been repossessed.
  • Obtain cancellation quotes, process refunds, and debit dealer reserves.
  • Provide feedback to dealers on refund or account discrepancies

Senior Onsite Service Specialist

Emory University
Atlanta, Georgia
09.2018 - 04.2020
  • Implemented feedback mechanisms to improve student and faculty experiences.
  • Facilitated workshops to educate users on available resources and services.
  • Maintained accurate records of service interactions and resolutions.
  • Provided training to new staff members on the proper use of tools, equipment, supplies, processes. related to service operations.
  • Developed and maintained positive relationships with customers through courteous interactions and prompt resolution of issues.
  • Assisted in resolving customer complaints by utilizing problem-solving skills.

Lead Teaching Assistant

Childtime Learning Center
Lithonia, GA
05.2017 - 09.2018
  • Supported classroom activities by preparing materials and organizing learning environments.
  • Assisted lead teachers in implementing lesson plans and educational programs.
  • Supervised students during activities to ensure safety and engagement.
  • Communicated with parents about student progress and classroom events.
  • Monitored student behavior and provided guidance to promote social skills.
  • Transported students to and from school

Customer Service Manager

Walmart
Decatur, Georgia
06.2006 - 04.2017
  • Managed daily operations of customer service team for leading retail company.
  • Implemented new procedures to improve efficiency in customer support processes.
  • Coordinated team schedules to ensure optimal coverage during peak hours.
  • Analyzed customer feedback to identify trends and recommend improvements.
  • Facilitated regular team meetings to promote collaboration and information sharing.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Education

Some College (No Degree) - Early Childhood Care and Education

Georgia Piedmont Technical College
Clarkston, GA

Skills

  • Customer relationship management
  • Process improvement
  • Issue resolution
  • Refund processing
  • Service efficiency
  • Customer service operations
  • Communication skills
  • Team collaboration
  • Record keeping
  • Escalation handling
  • Customer engagement
  • Empathy and patience

Timeline

Servicing Support Analyst

Hyundai Capital America
04.2021 - Current

Senior Onsite Service Specialist

Emory University
09.2018 - 04.2020

Lead Teaching Assistant

Childtime Learning Center
05.2017 - 09.2018

Customer Service Manager

Walmart
06.2006 - 04.2017

Some College (No Degree) - Early Childhood Care and Education

Georgia Piedmont Technical College

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