Shantell Townes
Eastpointe
Summary
Results-driven professional with extensive experience at Ford Motor Company, specializing in event coordination and customer service. Demonstrated success in enhancing training initiatives and streamlining processes through strong communication skills and advanced proficiency in Microsoft Excel. Key achievements include the management of workshops that significantly increased participant engagement and satisfaction. Career objectives focus on leveraging these skills to further optimize organizational efficiency and customer relations.
Overview
16
16
years of professional experience
Work History
Warranty Training Specialist/Event & Training Coordinator
Ford Motor Company
Dearborn
04.2022 - Current
- Complete Billing Reports via email and Excel
- Support Training Initiatives
- Cohost events with instructors
- Plan warranty workshops for Warranty Administrators locally and regional
- LMS
- Review Banquet orders for accuracy
- Review event contracts from venues and complete payment information
- Provide information to hotels and other venues including participant number, menu, audio and visual equipment
- Audit contracts to assure that details are correct for workshop date
- Assist with registration
- Collaborate with project managers regarding course material, shipment, logistics
- Collaborate with instructors and project managers regarding new information that should be updated in participant guides
- Visit Detroit Metropolitan dealerships requesting feedback regarding our Warranty Administration program
- Assist with projects regarding material updates
- Generate surveys
- Entering class schedule
- Domestic travel to workshops with increased numbers to assist instructor
- Collaborate with instructors in regard to material, shipment dates, workshop dates
- Customer support
- Manage three separate email boxes
- Audit final registration numbers for the year
- Manage webinars for warranty administrators
- Access reports
- Provide support to GWO
- Liaison between vendors and workshop/webinar instructor
- Provide tech/ educational support to warranty administrators
- Coordinate with different departments to escalate new processes, rules, procedures
- Communicate with stakeholders to discuss adjustments to policies that are already in place
- Explain invoice charges to dealers after invoiced
TPO Vendor Specialist/4506 Specialist/Communication
Rocket Mortgage
Detroit
06.2020 - 01.2022
- Inbound calling
- Outbound Calling
- Created EXCEL flow charts
- Processed invoices for paid verifications
- Verified employment for potential clients
- Liaison between Underwriting & Partner Bank
- Account Management
- Submitted missing employment information to Underwriting
- Adhere to FHA Guidelines
- Processed Verification of Employment (Written & Verbal)
- Audited tax transcripts
- Contacted partner bank for missing tax information
- Submitted tax transcripts to IRS
- Verified that 4506 form and personal information corresponded
- Process payments
- Provide acquisition information to newly acquired clients
- Provide loan information
Merchant Service Coordinator/Local Account Manager
Entertainment Publications
Troy
01.2019 - 03.2020
- Laid off due to covid
- Cancelled Merchant Contracts/ made changes to accounts
- Changed/strategize coupons applicable to business type
- Email/ mail invoices
- Knowledge with SAP
- Reached out to merchants with paid advertisements for payments
- Retention of merchants looking to cancel
- Soft Selling
- Inbound Calling
- Oversaw /upload new advertising contracts
- Oversaw a list of local accounts
- Worked on local projects
- Worked as a liaison between our custom clients ( Verizon, TMobile, Sweet Rewards) and merchants
- Reached out to business to verify if business are honoring coupons or closed
Client Engagement Specialist
Quest Diagnostics
Novi
06.2018 - 09.2018
- Company Overview: Quest Diagnostics is a Health & Wellness company which coordinates events for clients throughout the United States of America
- QuestDiagnostics also aids in researching advancements in medicine, lowering health care costs, screenings, and innovating new ideas to improve the healthcare market through testing
- Coordinated health and wellness events, clients included Blue Cross Blue Shield and Cigna
- LMS
- Supported Account Management/ Sales team once client expressed interest
- Provided client with best practices for making event successful on a client-to-client basis.ie
- Projected participants, location, projected dates
- Etc
- Submitted documentation /invoice for final cost of event
- Single Point of Contact
- Account Liaison
- Client Services
- Oversaw program from start to finish including client first expressing interest to post activity
- Implemented new ideas to maintain current business
- Client Account Relationship
- Quest Diagnostics is a Health & Wellness company which coordinates events for clients throughout the United States of America
- QuestDiagnostics also aids in researching advancements in medicine, lowering health care costs, screenings, and innovating new ideas to improve the healthcare market through testing
- Increased revenue
- Managed a territory of clients in several assigned districts
- 0% 'unsuccessful' rates of event from start to finish
Client Engagement Specialist/ Client Service Assistant-Contract Position
Global LT
Troy
09.2017 - 05.2018
- Company Overview: Global LT is a language training and destination service company
- Global LT provides services for customers/ employees and their families once a job position is accepted in a different country from one of their clients
- Implemented new ideas to engage active/ inactive students to generate revenue
- Liaison between multiple vendors, departments, external and internal clients
- Contacted inactive students to resume classes
- Coordinated with Client Service Department to process new paperwork for resuming classes
- Made welcome calls to new students
- Retention
- Account Liaison
- Outbound calling
- Data Entry
- Soft selling
- Teacher support
- CRM Experience
- Assisted teachers with online portal regarding paperwork submission
- Processed book orders
- Activated Rosetta Stone Licenses
- Escalation Calling
- Composed language training completion certificates
- Global LT is a language training and destination service company
- Global LT provides services for customers/ employees and their families once a job position is accepted in a different country from one of their clients
- Retention of students (60% of inactive students re-engaged after 60 days)
- 95% of orders placed by teachers placed and shipped within a 24 hour turnaround time
Offer Specialist-Contract Position/Project Coordinator
Volkswagen/Dako
Auburn Hills
12.2016 - 08.2017
- Company Overview: Volkswagen Group of America corporate office provides support to dealers, financial institutions as well as Volkswagen customers
- For this particular position, support was provided to the customer, or third party associated with a Volkswagen / Audi Claimant who experienced a recall with their engine beginning in 2009
- Contacted claimants regarding completing steps to finish settlement process
- Generated offer letters
- Obtained auto payoff information from financial institutions
- Oversaw signed offer letters to ensure that documentation is complete
- Uploaded signed offer letters once all steps are completed in customer's portal
- Assisted with special projects
- Volkswagen Group of America corporate office provides support to dealers, financial institutions as well as Volkswagen customers
- For this particular position, support was provided to the customer, or third party associated with a Volkswagen / Audi Claimant who experienced a recall with their engine beginning in 2009
- Assured that customers were completing steps in portal in order to succeed to next steps
- Assisted with special projects which resulted in discovering and solving internal errors
Relationship Manager
Imerchant Solutions
Southfield
09.2015 - 11.2016
- Company Overview: Imerchant Solutions is a merchant processing company which provides merchants with services to properly accept credit cards
- Services includes obtaining business loans, processing credit/ debit cards, software and ecommerce/ online forms of processing
- Supported team of 10 sales representatives in different states including: Michigan, California, Ohio
- Coordinated meetings for sales representatives with prospective merchants through warm leads and cold calling
- Provided technical, agent support, and customer service to merchants and sales agents
- Served as a single point of contact
- Submitted tickets for current and former inquiries/issues through SLA system
- Relationship building
- Account Liaison
- Processed Merchant Processing applications, equipment leases, and business loan applications
- Met deadlines with underwriting to assure that prospective merchant account was approved or denied within appropriate turnaround time
- Organized equipment leases, oversaw final adjustments before lease agreement is submitted
- Traveled to existing merchants to provide technical support for their terminal or Point of Sale software device, assisting with troubleshooting via inbound & outbound calling
- Answered inquiries from sales agents regarding equipment, procedures, funding and explanations of fees
- Provided occasional training to sales team remotely & in office regarding new products or services
- Assisted merchants with obtaining business loans, serving as the middle point of contact for submission of documents
- Worked well under limited supervision
- Imerchant Solutions is a merchant processing company which provides merchants with services to properly accept credit cards
- Services includes obtaining business loans, processing credit/ debit cards, software and ecommerce/ online forms of processing
- Managed over 200 accounts in 1 working year
- Reduced early cancellation percentage by %50 from previous year
Technical Support Representative
North American Bancard
Troy
11.2014 - 09.2015
- Company Overview: North American Bancard provides merchants with services to properly accept credit cards
- Services includes processing credit/ debit cards, software, and ecommerce/ online forms of processing
- Assisted merchants with troubleshooting terminals
- Data entry
- Inbound & outbound calling
- Researched transaction information
- Assisted merchant/ sales rep with downloading new software into terminal via phone
- North American Bancard provides merchants with services to properly accept credit cards
- Services includes processing credit/ debit cards, software, and ecommerce/ online forms of processing
- 90% quality call rate
- Decreased hold time by 20% during holiday and busy season
Intern/Assistant
Rhema World Church
Detroit
12.2010 - 08.2014
- Company Overview: Rhema World church is a place of worship which also provides services for nonprofit organizations, children, and the homeless
- Assisted members with volunteering for nonprofit organizations throughout Michigan
- Worked closely with members of church to promote education, welfare, and healthy lifestyles for women
- Finalized budget forms for events held on & off site
- Provided educational tutoring for members of the church ages 5-13, filing, data entry, answered phones
- Rhema World church is a place of worship which also provides services for nonprofit organizations, children, and the homeless
- Increased 'adopt a family for Christmas' rates significantly from previous years
- Created the plan behind increasing the age for tutoring services
Customer Service Representative
Allegra Direct Communications
Rochester Hills
05.2013 - 05.2014
- Company Overview: Allegra Direct is an outsourced call center for Blue Cross Blue Shield
- Allegra Direct is now closed
- Data entry
- Assisted Blue Cross Blue Shield policy holders as well as representatives on the consumer's & doctor's behalf with information regarding the policy holder's prospective surgery
- Provided benefit information
- Provided advocates and policy holders with follow up information regarding approved or declined surgery
- Inbound Calling
- HIPPA Certified
- Allegra Direct is an outsourced call center for Blue Cross Blue Shield
- Allegra Direct is now closed
- Reduced 'denial rate' of surgery case by investigating potential errors
- Maintained a less than 5 minute 'hold time
Student Worker
Rock Café
Big Rapids
09.2009 - 05.2013
- Company Overview: Rock Café serves as the main dining cafeteria for the students of Ferris State University
- Area cleaning
- Assisted customers with dining experience
- Packaged food
- Served food
- Rock Café serves as the main dining cafeteria for the students of Ferris State University
Education
Bachelor's degree - Project Management
University of Minnesota
Minneapolis, MN08-2026
Political Science
Ferris State University
Big Rapids, MI08-2026
Skills
- Adobe Creative Suite
- Microsoft Excel
- Digital marketing
- Management
- Communication skills
- Time management
- LMS
- Instructional Support
- Salesforce
- Event coordination
- Data analysis
- Customer service
- Training delivery
- Project Coordination
Timeline
Warranty Training Specialist/Event & Training Coordinator
Ford Motor Company
04.2022 - Current
TPO Vendor Specialist/4506 Specialist/Communication
Rocket Mortgage
06.2020 - 01.2022
Merchant Service Coordinator/Local Account Manager
Entertainment Publications
01.2019 - 03.2020
Client Engagement Specialist
Quest Diagnostics
06.2018 - 09.2018
Client Engagement Specialist/ Client Service Assistant-Contract Position
Global LT
09.2017 - 05.2018
Offer Specialist-Contract Position/Project Coordinator
Volkswagen/Dako
12.2016 - 08.2017
Relationship Manager
Imerchant Solutions
09.2015 - 11.2016
Technical Support Representative
North American Bancard
11.2014 - 09.2015
Customer Service Representative
Allegra Direct Communications
05.2013 - 05.2014
Intern/Assistant
Rhema World Church
12.2010 - 08.2014
Student Worker
Rock Café
09.2009 - 05.2013
Bachelor's degree - Project Management
University of Minnesota
Political Science
Ferris State University
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