SHAUNETTE M. MCALLISTER
Newark,New Jersey
Summary
Customer Experience and Operations professional with 18+ years of experience in telecommunications, customer service, and administrative operations. Proven leader with expertise in customer journey design, quality assurance, automation, and team management. Currently working remotely as an Administrative Assistant, providing comprehensive administrative and operational support. Known for strong collaboration, attention to detail, and a commitment to achieving organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Administrative Assistant
KVSM Enterprise LLC
03.2025 - Current
- Prepare contracts, invoices, and change orders
- Source materials and coordinate vendors
- Prepare meeting agendas and record meeting minutes
- Manage work schedules and administrative documentation
- Support daily office operations and executive needs
Customer Journey Manager
GTT Inc.
08.2022 - 04.2024
- Managed three support staff within the Customer Experience department
- Evaluated and optimized customer journeys using survey data and analytics
- Designed and automated customer-facing forms to improve efficiency
- Led adoption of e-billing, including WhatsApp bill delivery via Twilio
- Documented end-to-end customer journeys from onboarding to termination
Customer Experience & Loyalty Manager
GTT Inc.
01.2019 - 07.2022
- Led two teams totaling 12 staff members, ensuring SLA compliance
- Designed online application forms and introduced RPA processes
- Conducted customer surveys and delivered actionable improvement reports
- Identified gaps in self-service channels and collaborated with stakeholders
- Built and managed an 8-member chat support team
- Maintained CSAT scores above 85% through QA and coaching
- Oversaw scheduling, upsell initiatives, and customer retention programs
Recharge Executive – Local & Diaspora Market
Digicel
01.2017 - 12.2018
- Implemented new POS locations locally and internationally
- Managed distributor accounts and inventory levels
- Coordinated customs clearance and warehouse delivery of phone cards
- Prepared weekly executive reports and supported board meetings
- Executed promotions to grow recharge revenue
- Supported outdoor sales initiatives and customer service resolution
- Telecommunications
Call Center Supervisor
Digicel
01.2008 - 01.2017
- Supervised call center staff and daily operations
- Resolved escalated customer issues
- Coached and trained staff to improve performance
- Activated new customer accounts
- Prepared daily operational reports
- Telecommunications
Education
Bachelor of Business Administration -
University of Guyana
01.2008
Online Certificate Programs - Finance for Non-Finance Professionals, Market Research & Consumer Behavior, Marketing Strategy & Positioning
Rice University
01.2020
Single Subject Diploma - Business & Marketing
Institute of Commercial Management (ICM)
01.2021
Skills
- Administrative Operations
- Customer Experience & Journey Mapping
- Quality Assurance & Process Improvement
- Team Leadership & Coaching
- Automation & Digital Transformation
- Survey Design (SurveyMonkey)
- NPS & CSAT Management
- Script Writing & Training Materials
- Scheduling & Workforce Planning
Certification
- Emerging Leader Certificate, NCIT, 2022-01-01
- Big Data & Analytics, Arthur Lok Jack
- Management Reporting (MS Excel), Arthur Lok Jack
- Inventory Management & Forecasting, Empretec
- Advanced Sales & Negotiation, Andre Bello
- Industrial Relations & Social Studies, Critchlow Labour College
Timeline
Administrative Assistant
KVSM Enterprise LLC
03.2025 - Current
Customer Journey Manager
GTT Inc.
08.2022 - 04.2024
Customer Experience & Loyalty Manager
GTT Inc.
01.2019 - 07.2022
Recharge Executive – Local & Diaspora Market
Digicel
01.2017 - 12.2018
Call Center Supervisor
Digicel
01.2008 - 01.2017
Online Certificate Programs - Finance for Non-Finance Professionals, Market Research & Consumer Behavior, Marketing Strategy & Positioning
Rice University
Bachelor of Business Administration -
University of Guyana
Single Subject Diploma - Business & Marketing
Institute of Commercial Management (ICM)