Shauna Donovan
Ponca City,Oklahoma
Summary
To learn, train, and continue to be a team builder regardless of environment or position in the company. Bringing decades of diverse customer service skills, including the ability to assess a situation and make decisions that effectively satisfy the customer while maintaining profitability for the company.
Overview
14
14
years of professional experience
Work History
Solar Advisor/Sales Development Representative
Sunrun
06.2018 - Current
- Consistently meets weekly & monthly goals of converting leads to sales opportunities
- Mentored new advisors for improving quality assurance scores & sales techniques
- Participated in multiple pilots, while maintaining optimism in overcoming challenges
- Focuses on efficiency as well as being a brand ambassador in every customer or teammate interaction.
New Member Solutions (Member Services Representative)
United Services Automobile Association (USAA)
02.2017 - 12.2017
- Licensed automobile insurance agent in all 50 states for inbound membership calls
- Responsible for answering calls from existing and potential new members, establishing eligibility for membership, quoting and issuing insurance and banking products
- Utilizing multiple web based interfaces on double monitors, while conversationally matching the member’s needs with products offered in keeping with the USAA mission.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Set-Up Agent/ Inside Account Manager/ Inside Sales (SWAT Team)/ Pipeline Analyst
Waste Management
06.2010 - 01.2017
- Set-Up Agent (Oct 2013-Jan 2017)
- Receive orders and key per paperwork checking for accuracy, completeness and adherence to corporate standards, market area differences and the save matrix
- Keying a daily minimum of 35 or more with accuracy of 2% or under error rate
- Inside Account Manager (May 2012-Oct 2013)
- Worked in several different market areas with a book of business of over 15,000 accounts
- Responsible for maintaining, securing and growing a given book of business daily with emphasis on securing new Waste Management product usage for each current customer and securing new lengthy signed service agreements
- Inside Sales Representative-SWAT Team (Oct 2011-May2012)
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Identified the decision maker for potential new customers, discovered additional services needed, qualified product offerings available in the specific area, and worked hand in hand with each market area and outside sales representatives to sell new business
- Pipeline Analyst (June 2010-Oct 2011)
- Sought out and obtained new potential business customers through qualifying leads given by outside sales representatives or through lead generating software
- Communicated daily with both internal and external sales representatives to discover potential customers for environmental solutions such and solid waste, recycling, and medical waste products.
Education
Undergrad Studies - Applied Behavioral Sciences
Ashford University Online
San Diego, CACriminal Justice
Grand Canyon University Online
Phoenix, AZBusiness Management
University of Phoenix- Axia College Online
Tempe, AZSkills
- Salesforce; was on the pilot program learning the system thoroughly at Waste Management
- Microsoft suite of products, Workday, ADP and Google suite
- Maintaining positivity and rapport building conversation styles, equipped to handle customer escalations and working as a team
- Previous management experience including hiring and termination if necessary
Volunteer Experience
05/01/22, Present, Warriors for Freedom, Edmond, OK, Edmond, Have volunteered in several events in various capacities including renovations of the office, a golf tournament, the city food bank and Rocklahoma.
Timeline
Solar Advisor/Sales Development Representative
Sunrun
06.2018 - Current
New Member Solutions (Member Services Representative)
United Services Automobile Association (USAA)
02.2017 - 12.2017
Set-Up Agent/ Inside Account Manager/ Inside Sales (SWAT Team)/ Pipeline Analyst
Waste Management
06.2010 - 01.2017
Undergrad Studies - Applied Behavioral Sciences
Ashford University Online
Criminal Justice
Grand Canyon University Online
Business Management
University of Phoenix- Axia College Online