Zendesk
Open To Work
Shauntel Buchanan
Customer Service Manager
Fort Lauderdale,FL
Summary
Results-driven Customer Service Manager with 10+ years of experience in e‑commerce support and operations. Skilled in resolving complex customer issues, managing escalations, and overseeing full order‑lifecycle workflows, including payment verification, fulfillment coordination, and delivery resolution. Adept in Zendesk administration, workflow optimization, and developing SOPs that enhance efficiency, reduce handling time, and elevate service quality across teams.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Eataly USA
New York, NY Headquarters — Remote (FL)
02.2021 - 02.2026
- Led daily operations of a multi-channel customer support team (email, chat, and phone), driving high first-contact resolution and reducing escalations through proactive issue management.
- Managed and developed a team of agents through onboarding and ongoing training, enhancing performance and consistency while reducing ramp-up time.
- Ensured consistent achievement of service level targets, maintaining 95%+ SLA compliance during both standard and peak business periods.
- Monitored team KPIs and conducted regular performance reviews, driving a 16–22% increase in productivity and quality scores through targeted coaching and feedback.
- Developed and implemented SOPs and process improvements to enhance operational consistency and reduce average handling time by 18% across the support team.
- Developed and implemented SOPs and process improvements to enhance operational consistency and reduce average handling time by 18% across the support team.
- Managed workforce planning, including scheduling and coverage strategies, reducing overtime and ensuring adequate staffing during high-volume periods.
- Partnered with finance and risk teams to review payment activity and investigate fraudulent orders, helping minimize chargebacks and protect revenue of 27K annually.
- Supported B2B and corporate clients with large-scale orders, managing order processing, invoicing, and reporting to increase visibility and forecasting accuracy.
Independent Customer Service Contractor
Eataly USA
New York, NY Headquarters — Remote (FL)
08.2019 - 02.2021
- Managed high-volume customer inquiries regarding e-commerce orders, payment issues, and delivery exceptions.
- Delivered remote customer service support via phone, email, and chat channels while upholding high service-level standards.
- Executed refunds, credits, and replacements per internal policies, ensuring customer satisfaction.
- Resolved out-of-stock situations and order modifications by offering alternatives and maintaining proactive communication.
- Monitored daily e-commerce order releases to ensure accurate payment capture and timely fulfillment.
- Supported continuous service improvement initiatives while working independently in a remote environment.
Customer Service Representative
Eataly Usa
New York, New York
01.2016 - 07.2019
- Delivered high-volume customer support via phone, email, and chat, ensuring timely inquiry resolution.
- Resolved customer complaints through effective communication and problem-solving strategies.
- Assisted customers with online order placement and website troubleshooting to enhance e-commerce experience.
- Processed refunds, credits, and replacements to uphold company policies and ensure customer satisfaction.
- Managed out-of-stock orders by recommending suitable product alternatives to sustain customer satisfaction.
- Performed troubleshooting for order discrepancies, payment issues, and delivery delays.
- Maintained detailed records of customer interactions to inform service improvements and enhance future support.
- Trained new staff on customer service protocols and best practices to ensure consistent service quality.
Data Entry Specialist
Brownhill Communications LTD
Basseterre, St.Kitts and Nevis
08.2009 - 10.2015
- Entered and updated high-volume customer account information in internal CRM and billing systems, enhancing data integrity.
- Verified documentation for accuracy and compliance before account submission.
- Corrected data discrepancies, ensuring billing accuracy and reducing customer account errors.
- Assisted with payment postings, billing adjustments, and account reconciliations.
- Processed service activations, upgrades, cancellations, and modifications for wireless internet and television services.
- Coordinated with customer service and technical support teams to efficiently resolve service-related issues.
- Maintained confidentiality of customer financial and personal data per company privacy policies.
Education
Bachelor of Science - Business Administration
State University of New York College Old Westbury
Old Westbury, NYSkills
Customer Relationship Management (CRM)
Employee Onboarding & Account Setup
Zendesk Administration & Configuration
Ticketing System Management
Performance Monitoring & Reporting
Standard Operating Procedure (SOP)Development
Data Entry & Records Management
Microsoft Office Suite (Excel, Word, Outlook, Powerpoint)
Magento E-Commerce Platform Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Magento
Noibu
Timeline
Customer Service Manager
Eataly USA
02.2021 - 02.2026
Independent Customer Service Contractor
Eataly USA
08.2019 - 02.2021
Customer Service Representative
Eataly Usa
01.2016 - 07.2019
Data Entry Specialist
Brownhill Communications LTD
08.2009 - 10.2015
Bachelor of Science - Business Administration
State University of New York College Old Westbury