Shawn Griggs
Fort Worth,TX
Summary
Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Digital Customer Experience Program Manager
Alcon Laboratories, LLC.
2021.08 - 2024.06
- Initiated and executed a series of projects that evolved into the Alcon Customer Experience Program to build the digital health customer department
- Drove transformation for the Alcon Vision Care Customer Service Department to service the MARLO platform
- Evaluated and instituted customer inquiry categorization into call center and workflow tracking for leadership strategic decisions
- Built KPIs and tracked the progress of the department and associates to ensure customer happiness and satisfaction
- Scaled and maintained automation for bug and enhancement tracking from agent to JIRA for product and engineering evaluation
- Managed, developed and adapted team to quicker speed of answer resolution for a small healthcare environment
- Partnered with other internal and external support teams to scale customer service for better offerings across all vision care product lines
- Coordinated the documentation of the software for customer self-help solutions and SOPs for the business operations organization
- Constructed employee development plans for lateral, vertical and horizontal movement in the organization and growth
- Worked with and coached training team for onboarding of new agents and customers
- Supervised team of 6 associates through workforce management and provided oversight of 44 external associates.
Senior Project Manager
Trident1 FFL Software
2020.06 - 2021.08
- Built and optimized the Support Department and instituted processing and tracking
- Assisted the software QA Team in verifying Product Development Tickets
- Obtained customer input via the Voice of Customer (VoC) program to relay to the Product Team for prioritization of value-added features
- Filmed and constructed knowledge base articles for customer self-help portal
- Implemented media collateral to expedite customer onboarding
- Provided phone and email inbound Support Assistance.
Junior Product Manager
Trident1 FFL Software
2020.06 - 2020.11
- Facilitated the migration of project management methodology from predictive to agile
- Coached development and support teams of agile methodologies and controlled processes to ensure adherence
- Constructed Process Documents in Confluence over existing functionality and processes within the software
- Drew up mock-ups of proposed enhancements provided by Internal and External parties
- Wrote JIRA tickets for the Product and Development Department for Enhancements and Bug fixes
- Assisted the Product Managers and CTO in QAing tickets through various stages of the development process
- Assisted the Product and Exec Team in maintaining the Enhancement Database.
Project Manager
Omnna Software (Firearms Vertical)
2019.11 - 2020.06
- Vetted and implemented solutions of communication channels to support all verticals of the organization
- Implemented Customer Support processes in new support department according to Industry Best Practices
- Acted as liaison between Product Managers and Implementation to ease the software onboarding and transition to Support pipeline
- Utilized JIRA and worked closely with Product Managers and Developers to enhance the Omnna CRM and iron out Product Bugs
- Provided customer support for new and existing clients for level 1 and level 2 inquiries.
Customer Support Representative
Avero, Inc.
2019.02 - 2019.08
- Received inbound requests for technical assistance in extracting hospitality metrics
- Led training for clients 4 times a week to aid in client self-sustainment and software proficiency
- Achieved 100% Customer Satisfaction Ratings for several consecutive months.
Customer Success Manager
BirdEye
2018.09 - 2019.02
- Managed accounts and enhanced retention of account and customer service experience
- Advocated for clients and ensured they received nothing less than a stellar experience
- Developed advisory relationship with SMB customers to drive adoption of the software
- Maintained retention of accounts and minimized churn to reach company goals
- Managed the customer success and experience while customer resided with the implementation team.
Senior Customer Support Representative
OpenTable
2017.09 - 2018.08
- Assisted with onboarding new agents in technical support and customer service best practices
- Moderated global support chat platform for immediate on-call agent assistance
- Onboarded small business restaurants while onboarding team was in bottleneck phase
- Addressed critical cases to troubleshoot advanced networking infrastructures
- Performed upgrades and training for restaurants from legacy software to new cloud-based software.
Customer Support Representative
OpenTable
2016.10 - 2017.09
- Supported diner requests using the OpenTable App with loyalty points, reservations, and training
- Assisted restaurants in navigating all Open Table software platforms
- Troubleshot with restaurants when their software is not functioning using modern-day networking techniques.
Hospital Corpsman
United States Navy
2006.08 - 2009.09
Education
Bachelor of Science - Marketing
University of Colorado Denver
Aurora, CO05.2015
Skills
- Problem-Solving
- Project Management
- Detail Oriented
- Strategic Planning
- Process Improvement
- Team Leadership
- Decision-Making
- MS Office Applications
- Project Coordination
- Program Leadership
- Team Management
- Stakeholder Communications
Certification
- Certified Scrum Master - Scrum Alliance - Obtained: March 2021
- Project Management Professional - Project Management Institute - Obtained: September 2024
Timeline
Digital Customer Experience Program Manager
Alcon Laboratories, LLC.
2021.08 - 2024.06
Senior Project Manager
Trident1 FFL Software
2020.06 - 2021.08
Junior Product Manager
Trident1 FFL Software
2020.06 - 2020.11
Project Manager
Omnna Software (Firearms Vertical)
2019.11 - 2020.06
Customer Support Representative
Avero, Inc.
2019.02 - 2019.08
Customer Success Manager
BirdEye
2018.09 - 2019.02
Senior Customer Support Representative
OpenTable
2017.09 - 2018.08
Customer Support Representative
OpenTable
2016.10 - 2017.09
Hospital Corpsman
United States Navy
2006.08 - 2009.09
Bachelor of Science - Marketing
University of Colorado Denver
- Certified Scrum Master - Scrum Alliance - Obtained: March 2021
- Project Management Professional - Project Management Institute - Obtained: September 2024
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