Shauna Christine Staley

Three Rivers

Summary

Highly versatile and dedicated Customer Experience Specialist and proven Top Performer with a career history rooted in superior customer satisfaction, operations management, and high-stakes problem-solving. Expert in balancing empathetic communication, crisis resolution, and highly regulated procedures, as demonstrated by selection for a White Glove conversion team in the financial sector. Seeking a challenging remote service role in banking, operations, or community-focused services where operational excellence and deep client support are paramount.

Overview

years of professional experience

Work History

Head Server / Server

Colonial Kitchen

02.2011 - Current

Management & Logistics: Held position as Head Server (2012–2017), responsible for opening/closing procedures, daily cash reconciliation, and managing waitress line inventory and supply orders.
Managed high-volume customer service in a fast-paced environment, serving food and beverages and processing POS transactions accurately.

Remote Customer Experience Specialist

U.S. Bank

11.2021 - 07.2025

White Glove Conversion Team: Hand-selected to serve as a frontline specialist for the critical Union Bank conversion, ensuring a seamless, high-touch transition for key customers.
Achieved Top Performer status in Q1 2024 by consistently exceeding call metric goals and maintaining 80-100% customer satisfaction ratings.
Managed complex financial product inquiries spanning checking, savings, and digital banking platforms while maintaining strict adherence to regulatory compliance.
Owner/Operator, Village Painting and Restoration
Business Management: Managed and oversaw all aspects of a residential and commercial contracting business for eight years, focusing on profitability and service quality.
Sales & Contracts: Performed all customer estimates, negotiated service contracts, and managed vendor relationships to maintain project budgets.
Team Leadership: Supervised small painting and restoration crews, ensuring adherence to quality standards and project timelines across multiple sites.

Server / Bartender

Longbranch Saloon (Family Business)

01.2008 - 01.2011

Event Coordination: Managed bar and serving duties for large-scale events, including live bands, bike nights, and tournaments, coordinating service with security and operational needs.
Performed all bartending duties, maintaining inventory, handling cash, and ensuring compliance with local service regulations.

Return/Damage Coordinator (Promoted)

Bermo Enterprise

01.2004 - 01.2008

Logistics Coordination: Managed and tracked inventory for all returned and damaged clothing items, ensuring accurate record-keeping for reconciliation.
Team Leadership: Promoted to Line Leader, responsible for supervising sorting and packing teams to ensure accurate and timely order fulfillment for major clothing retailers.

Education

Some College Coursework - College Writing, Sociology, and Health classes

Kalamazoo Valley Community College

Kalamazoo, MI

High School Diploma - undefined

Vicksburg High School

Vicksburg, MI

01.2003

Skills

Software/Platforms: Microsoft Outlook, Microsoft Teams, Internal Banking Systems (Proprietary CRM/Core Banking)
Customer Service: Crisis Resolution, Complex Problem Solving, Remote Support, High-Volume Communication, Conflict De-escalation

Business Operations: Inventory Management, POS Systems, Contractor Coordination, Cash Handling, Financial Estimates/Contracts
Compliance: Regulatory Adherence (Banking), Quality Assurance, Metrics & KPI Maintenance, Training & Mentorship

Timeline