Shannon D Lutz
Loxley,AL
Summary
Dynamic professional with extensive experience in administrative support and customer service at Baldwin Heating and Air. Proven ability to streamline operations and enhance team efficiency through effective communication and organization. Skilled in technical support and problem-solving, consistently delivering high-quality service and fostering strong customer relationships.
Overview
41
41
years of professional experience
Work History
HVAC Job Install Office Administrator
Baldwin Cooling, Heating, Plumbing & Electrical
Loxley, AL
01.2022 - Current
- Managed HVAC permit applications, scheduled inspections, and coordinated installations using Service Titan and Citizen Serve portals.
- Maintained organized job folders, warranty registrations, and final installation documentation for customers.
- Streamlined office processes, contributing to improved workflow and customer satisfaction.
- Expanded responsibilities include crew scheduling, inventory coordination, and customer communication, building prior experience in administrative support and customer service.
Accounts Receivable & Administrative Assistant
Baldwin Heating and Air
01.2021 - Current
- Registered equipment warranties and prepared customer communications, assisting with monthly reporting and resolving discrepancies to maintain accurate records.
- Processed technician invoices and managed inventory, ensuring timely follow-ups on parts and service appointments to enhance service delivery.
- Supported office management, leveraged leadership and customer service experience to streamline operations and enhance team efficiency.
Assistant Manager
Dollar Tree Corp.
Gulf Breeze, Navarre, Ensley, FL / Daphne, AL
11.2009 - 05.2013
- Led overnight stock crew to optimize workflow and performance.
- Trained new employees on company policies and customer service standards.
- Ensured compliance with health and safety regulations during store operations.
- Maintained high inventory accuracy levels through proactive monitoring.
- Ensured compliance with safety regulations and company policies.
Overnight Front End Manager
Alderson's Grocery Stores
01.1989 - 01.1990
- Supervised daily front end operations and staff performance at grocery store.
- Trained new cashiers on register systems and customer service standards.
- Resolved customer inquiries and complaints with professionalism and care.
- Cultivated strong customer relations and developed effective customer service standards.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
Teller & Insurance Clerk
Pen Air Federal Credit Union
01.1985 - 01.1989
Assistant Manager
Circle K
- Oversaw store operations during overnight shifts, including opening/closing procedures, deposits, inventory management, and staff supervision.
- Promoted from cashier to assistant manager based on strong performance and reliability.
Customer Service Manager / Cash Office Trained / Stock Associate
Walmart
- Held multiple positions with increasing responsibility, including shift leader, customer service manager, and cashier.
- Trained staff, managed cash office procedures, and ensured compliance with company policies.
- Consistently delivered high-quality service and contributed to a positive team environment.
Walmart Overnight Stock Crew, Shift Leader
Express Employment Agency
Closing Cashier
Murphy Oil USA
Work Study Student
Faulkner State Community College
Bay Marinette, Alabama
- Managed time efficiently to balance coursework, projects, and extracurricular activities.
- Communicated regularly with instructors for guidance and feedback on assignments.
- Engaged in classroom discussions, demonstrating critical thinking skills.
- Participated actively in group projects, contributing to successful outcomes.
Education
Some College (No Degree) - Business
Faulkner State Community College
Bay Minette, ALReady to Work Certification Program -
Faulkner University
Montgomery, ALAccounting -
George Stone Vocational School
Pensacola, FLBroadcasting - Fine Arts
Pensacola Junior College
Pensacola, FLSkills
- Leadership
- Effective communication
- Team collaboration
- Problem solving
- Ethics-focused
- Time management
- Verbal communication
- Adaptability
- Communication
- Customer Service
- Organization
- Technical
- Other
- File organization
- Document scanning
- Customer engagement
- Technical support
- Administrative support
- Report preparation
- Database entry
- Business administration
- Calendar management
- Performance improvement
- Word processing
- Telephone reception
- Customer relationship management (CRM)
- Billing and coding
- File maintenance
References
- Brittany Thompson, Baldwin Heating & Air Office Manager, (251) 654-2049
- Cynthia Strode, Walmart Zone Manager, (251) 978-8303
- Britney Radford, Leasing Agent at One Club in Foley, (251) 504-7855
Training
- Etiquette Training, Bank of the South
- Computer-Based Training, Walmart CBLs in Deli, Cashier, Customer Service, Stock
- Murphy Oil Computer-Based Training
Customer Service Highlights
- Consistently recognized for well-developed communication skills and professionalism
- Demonstrated ability to resolve customer concerns and provide high-quality service in fast-paced environments
- Earned positive feedback for attention to detail and ability to perform well under pressure
Accomplishments
Notary Public Certification, 01/30/25, Silver State of Alabama Career Readiness Certificate, 01/01/14, AIDT Ready to Work Alabama Certified Worker, 01/01/14, Walmart Training Academy: Certified Customer Service Manager, Completed 'Computer Based Learning' training at Walmart and Murphy USA, Ready to Work Program - Two certificates earned, Phi Theta Kappa Pi Psi - Inductee, Community College Honors Club, 00, Served as overnight shift leader and support at Walmart and Dollar Tree, Promoted to Assistant Manager and Customer Service Manager roles, consistently entrusted with increasing responsibility
Timeline
HVAC Job Install Office Administrator
Baldwin Cooling, Heating, Plumbing & Electrical
01.2022 - Current
Accounts Receivable & Administrative Assistant
Baldwin Heating and Air
01.2021 - Current
Assistant Manager
Dollar Tree Corp.
11.2009 - 05.2013
Overnight Front End Manager
Alderson's Grocery Stores
01.1989 - 01.1990
Teller & Insurance Clerk
Pen Air Federal Credit Union
01.1985 - 01.1989
Assistant Manager
Circle K
Customer Service Manager / Cash Office Trained / Stock Associate
Walmart
Walmart Overnight Stock Crew, Shift Leader
Express Employment Agency
Closing Cashier
Murphy Oil USA
Work Study Student
Faulkner State Community College
Some College (No Degree) - Business
Faulkner State Community College
Ready to Work Certification Program -
Faulkner University
Accounting -
George Stone Vocational School
Broadcasting - Fine Arts
Pensacola Junior College