SHAUNA JEAN
Bentonville,AR
Summary
Customer service and operations leader with a background in team coaching, high-volume queue management, and compliance-driven support. Known for resolving complex inquiries, maintaining accurate records, and keeping service levels on track while building strong cross-functional communication.
Overview
18
18
years of professional experience
Work History
Senior Merchandising Manager
NakedWines.com, Inc.
04.2025 - 08.2026
- Team Leadership: Mentored and coached an internal operations team, designing collaborative cross-functional workflows to align departmental production with company goals.
- Escalation Resolution: Resolved high-level inquiries and operational discrepancies from departments, enhancing interdepartmental communication and operational efficiency.
- Account Administration: Managed end-to-end setups, structural data entry, and price benchmarking for corporate product portfolios, ensuring data accuracy and alignment with business standards.
- Collaborated with team members using remote communication tools to streamline processes and improve team coordination.
Acquisition Merchandiser
NakedWines.com, Inc.
06.2022 - 04.2025
- Cross-Functional Logistics: Managed inventory reserves and structured account offers while coordinating communication between operations and analytics divisions.
- Data Management: Analyzed forecasting metrics to optimize regional asset allocations across national fulfillment hubs.
- Quality Control: Monitored data streams and product portfolios to ensure accuracy by auditing and deactivating expired promotional files and system accounts.
Wine Advisor Team Manager
NakedWines.com, Inc.
05.2019 - 06.2022
- Performance Optimization: Directed an outbound customer relations team generating $2.6M+ in revenue while consistently exceeding a 90% five-star client feedback threshold.
- Onboarding & Training: Led hiring, onboarding, and training of customer service agents on internal database systems and communication techniques to ensure effective team integration.
- Performance Documentation: Developed operational guidelines and tracking materials to monitor daily employee production metrics and enhance team accuracy.
Customer Happiness Team; Live Chat Manager
NakedWines.com, Inc.
03.2018 - 04.2019
- Channel Optimization: Piloted and deployed live chat client interface, establishing a permanent corporate communication channel.
- Speed & Quality Control: Regulated team queues to achieve sub-30-second response windows and under 10% chat abandonment rate.
- Monitored customer feedback to enhance service quality.: Maintained accountability for customer experience metrics, exceeding a 90% five-star satisfaction rating.
Customer Happiness Team; Email Team Manager
NakedWines.com, Inc.
04.2017 - 04.2019
- Quality Assurance: Managed team performance, achieving over 90% five-star customer feedback rating each month.
- SLA Management: Enforced workflow management, ensuring no client emails exceeded active service level agreements (SLAs) daily.
- User Acceptance Testing: Led Customer Happiness Team during technical user acceptance testing (UAT) for system upgrades, facilitating smooth implementation.
Customer Happiness Team Agent
NakedWines.com, Inc.
08.2015 - 04.2017
- Operational Benchmarks: Maintained top-tier performance rankings with 90%+ 5-star satisfaction scores for 17 of 18 consecutive months.
- Client Correspondence: Managed high-volume customer email queues, achieving email closure rate of 40%+ while effectively resolving customer billing and service issues.
- Resolved delivery, billing, and refund issues using company support systems.
- Provided support to NakedWines.com customers regarding their orders and accounts.
- Reviewed account details and updated customer records for accuracy.
Direct-to-Consumer Representative / Wine Consultant
Wine Leverage, LLC
Napa, CA
10.2014 - 05.2015
- Relationship Management: Provided high-touch client support and maintained dedicated accounts for 70+ winery portfolio to enhance customer satisfaction.
- Answered consumer inquiries about Wine Leverage wines through phone and email support.
- Explained product details, vintages, and shipping policies to wine consumers.
- Communication Volume: Handled daily telephone call queues and tracked accounts with strong emphasis on data entry accuracy to improve service reliability.
- Documented consumer orders in Wine Leverage systems for efficient processing. and updated contact notes in Wine Leverage systems.
Sr. Account Executive / Assistant Branch Manager / Management Trainee
Enterprise Holdings
Walnut Creek & Fairfield, CA
08.2008 - 10.2014
- Analyzed client criteria to recommend tailored account products, enhancing client satisfaction and retention.
- Ensured compliance with state DMV regulations, financial lending disclosures, and internal corporate mandates, minimizing risk exposure.
- Supervised trainees, providing targeted training to prepare them for rigorous professional validation examinations.
Education
B.A. - Global Studies and Maritime Affairs (Minor: Maritime Law)
California Maritime Academy, CSU
Vallejo, CASkills
- Client resolution and product compliance
- Cross-functional collaboration
- Records management
- Performance optimization
- Customer engagement strategies
- Inventory management
- Inventory Management
Timeline
Senior Merchandising Manager
NakedWines.com, Inc.
04.2025 - 08.2026
Acquisition Merchandiser
NakedWines.com, Inc.
06.2022 - 04.2025
Wine Advisor Team Manager
NakedWines.com, Inc.
05.2019 - 06.2022
Customer Happiness Team; Live Chat Manager
NakedWines.com, Inc.
03.2018 - 04.2019
Customer Happiness Team; Email Team Manager
NakedWines.com, Inc.
04.2017 - 04.2019
Customer Happiness Team Agent
NakedWines.com, Inc.
08.2015 - 04.2017
Direct-to-Consumer Representative / Wine Consultant
Wine Leverage, LLC
10.2014 - 05.2015
Sr. Account Executive / Assistant Branch Manager / Management Trainee
Enterprise Holdings
08.2008 - 10.2014
B.A. - Global Studies and Maritime Affairs (Minor: Maritime Law)
California Maritime Academy, CSU