Shawana Stuller
Farmington Hills,MI
Summary
Organized energetic and highly motivated analytical problem-solver who is extremely passionate about quality assurance, consumer satisfaction and care. Meticulous talent for team building, retention, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
21
21
years of professional experience
Work History
Marketing and Business Development Executive
WindowPro
Wixom, MI
11.2020 - 04.2022
- Evaluated current service needs and product satisfaction levels with established customers to improve offerings.
- Developed short-term and long-term sales objectives and strategic plans to meet market needs.
- Educated customers on company systems, form completion and access to services.
- Developed and implemented value-added strategies to increase profitability, expand market share and cement customer relationships.
- Resolved concerns with products or services to help with retention and drive sales by providing quality assurance calls post every visit or completed project.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Managed over 100+ client calls per day increasing sales by 80%.
Employer Advocate
ZipRecruiter
Tempe, AZ
08.2017 - 02.2020
- Meet or exceed performance goals including productivity service and quality of activities promoted available services and programs to clients.
- Account management and organized supporting documentation and facilitated inter-departmental communication to effectively provide client support and retention.
- Managed large volume of 100+ sales and support inquiries via chat, phone and digital communication.
- Worked effectively as internal resolution specialist to coordinate investigation of client complaints/concerns - creating effective solutions.
- Professional and error-free business correspondence to communicate with prospective and currently enrolled participants and liaison between clients and internal departments.
- Educated clients on CRM system, billing, payment processing and support policies and procedures.
- Cultivated in-depth understanding of industry trends and hiring desires.
Peachtree Finance Sales Account Manager
JG Wentworth Holdings Inc
Radnor, PA
12.2012 - 09.2015
- Managed 25+ sales executives, ensuring exceptional delivered options of service, pre-screened and verified clients seeking financial quotes for their structured settlements or annuities.
- Managed accounts to retain existing relationships and grow share of business.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Monitored sales team performance, analyzed sales data and reported information to area managers.
- Continuous on-the job quality assurance, training, coaching and team development.
Assistant Operations Manager
Tuxedo Junction
Monroeville, PA
02.2005 - 01.2012
- Supervised 20+ Sales and customer service team to support operational excellence and outstanding customer service.
- Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.
- Enhanced employee management by developing schedules, tracking time, daily huddles and administering payroll.
- Led Marketing and Business development operations.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Used Salesforce and SAP to analyze production data, guaranteeing efficient production of quality of products and service.
Director of Call Center Operations
Bob's Plumbing & More LLC
Trafford, PA
02.2004 - 06.2011
- Hired, managed, developed and trained all staff, established and monitored goals, conducted performance reviews and administered salaries for Team of 50+.
- Optimized organizational systems for payment collections, AP/AR, payroll deposits and recordkeeping.
- Evaluated inspection reports and service tickets and prepared repair invoices in CRM.
- Established and oversaw appointment scheduling and itinerary coordination for both clients and personnel, updated work schedules to account for changing staff levels and expected workloads.
- Investigated and resolved discrepancies between physical stock and database numbers, shipment errors in SAP/ERP and AS400 CRM.
- Analyzed and solved multi-faceted problems that effected business initiatives and practices by performing quality assurance calls and monitoring.
- Managed complex projects as directed by Owner, including completing and auditing CRM reports, detailing production data such as volume, materials used and quality assurance results, helping make accurate future operational decisions.
Education
Professional Certificate - Project Management
Coursea
Online09.2023
High School Diploma -
Ferndale High School
Ferndale, MI06.2002
Skills
- Call Center Operations
- Project Management
- Workflow Management
- Administration and Reporting
- Prior Authorization Processing
- Quality Assurance and Call Monitoring
- Customer Retention Strategies
- Operational efficiency
- SAP/ERP
- HIPPA certified
- Leasing Series 1-4
- G-Suite
- Microsoft Office
- Salesforce
- AS400
- Microsoft Dynamics
- HubSpot
- Fair Housing Laws Knowledge
- Property Management Software Understanding
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Marketing and Business Development Executive
WindowPro
11.2020 - 04.2022
Employer Advocate
ZipRecruiter
08.2017 - 02.2020
Peachtree Finance Sales Account Manager
JG Wentworth Holdings Inc
12.2012 - 09.2015
Assistant Operations Manager
Tuxedo Junction
02.2005 - 01.2012
Director of Call Center Operations
Bob's Plumbing & More LLC
02.2004 - 06.2011
Professional Certificate - Project Management
Coursea
High School Diploma -
Ferndale High School
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