Shawn Means - Environmental Services Director - Health Care Service Group

Summary

• Enhanced Customer Experience and Retention: Spearheaded a service improvement initiative that increased customer satisfaction scores by 25% and reduced churn by 18% within one year through improved training, response protocols, and proactive follow-up strategies.

• Sustainability-Driven Operational Improvements: Led a cross-departmental project to integrate sustainability practices into daily operations, resulting in a 30% reduction in paper usage, a new digital feedback loop system, and recognition from leadership for cost-saving environmental impact.

• Built a Culture of Service and Sustainability: Developed and launched a hybrid customer-environmental awareness campaign, aligning brand values with eco-conscious service practices — boosting customer engagement and internal morale.

• Implemented CRM and Environmental Tracking Tools: Successfully introduced a dual-platform system that integrated CRM analytics with sustainability reporting, improving customer data accuracy by 40% and enabling monthly reporting on environmental KPIs.

• Leadership Across Functions: Managed a team of 12 spanning customer support and environmental compliance, fostering a high-performance, purpose-driven culture that led to a 95% team retention rate and consistent above-target performance reviews.

• Policy-to-People Communication: Translated complex environmental policies into accessible customer-facing messaging, ensuring compliance while reinforcing brand reputation — praised by leadership for clarity and effectiveness in public communications.

Overview

7

years of professional experience

Work History

Environmental Services Director

Health Care Service Group

Baltimore, MD

11.2022 - Current

Improved environmental compliance by developing and implementing comprehensive waste management programs.
Participated in industry conferences and events as an ambassador for the organization''s commitment to environmental stewardship.
Spearheaded community outreach initiatives, fostering positive relationships between the organization and local stakeholders.
Secured necessary permits for operational activities by working closely with regulators and completing required paperwork accurately.
Enhanced overall sustainability efforts through conducting thorough audits and identifying areas for improvement.
Provided guidance on potential investments from an environmental perspective, ensuring alignment with organizational values and goals.
Evaluated emerging trends in sustainability, ensuring that the organization remained at the forefront of industry best practices.
Reduced company''s carbon footprint by overseeing the implementation of energy-efficient technologies and practices.
Communicated progress on environmental goals to senior leadership regularly, highlighting successes and areas needing further attention.

Customer Service Representative

Magic Mist

Baltimore, MD

05.2018 - Current

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Education

Associate Of Arts - Liberal Arts

Southern New Hampshire University

Hooksett, NH

06.2023

Skills

Customer Relations Management: Demonstrated expertise in delivering exceptional customer experiences through effective communication, conflict resolution, and service excellence

Strategic Project Leadership: Proficient in leading cross-functional initiatives, managing budgets, timelines, and stakeholder expectations to ensure successful program execution

Environmental Policy & Compliance: Comprehensive understanding of regulatory frameworks (eg, EPA, ISO 14001), environmental impact assessment, and sustainability integration

Data-Driven Decision Making: Skilled in analyzing operational and environmental data to inform strategic planning and continuous improvement efforts

CRM & Technology Platforms: Experienced with Salesforce, Zendesk, and Microsoft Office Suite; adept at leveraging technology to streamline service delivery and reporting

Stakeholder Engagement & Communication: Strong interpersonal and communication skills with the ability to influence, negotiate, and build consensus across internal and external audiences

Team Leadership & Development: Proven track record in team supervision, training, and performance management within customer-facing and environmental roles

Process Improvement: Focused on identifying inefficiencies and implementing solutions to enhance service quality and operational sustainability

Adaptability & Problem Solving: Thrive in fast-paced environments with the ability to manage competing priorities and resolve issues with professionalism and poise

Timeline