Shawna Garner
Griffith,IN
Summary
Proven leader with a track record of enhancing operational efficiency and team productivity.. Excelled in cross-functional collaboration and problem resolution, boosting customer satisfaction and project delivery. Skilled in MS Office, NetSuite, Sage, Quickbooks, Macola ERP systems, SalesForce, and fostering positive team dynamics, consistently achieving ambitious targets.
Overview
21
21
years of professional experience
Work History
Senior Manager, Customer Service
Acre Security
04.2019 - 09.2024
- Provided strong leadership to enhance team productivity and morale.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Mentored junior staff members for skill development and career progression within the organization.
- Implemented and developed operational standards, policies and procedures.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
Special Events Planner
RS2 Technologies
02.2011 - 04.2019
- Streamlined registration processes by implementing user-friendly platforms for attendees to register and access event information.
- Improved client satisfaction ratings through meticulous attention to detail and seamless event coordination.
- Developed strong relationships with clients through effective communication, resulting in successful event planning collaborations.
- Boosted team productivity through effective delegation of tasks among staff members according to their strengths and expertise.
- Collaborated with marketing teams to develop promotional materials that effectively communicated the vision of each event to potential attendees.
- Enhanced event experiences by designing and executing creative themes and concepts for various special events.
- Coordinated logistics, vendor contracts, and on-site management to ensure smooth execution of events.
- Conducted post-event evaluations, identifying areas of improvement for future events and implementing necessary changes accordingly.
- Created memorable experiences for guests by incorporating innovative entertainment options and engaging activities.
- Assisted in securing sponsorships by creating compelling proposals highlighting unique opportunities for brand exposure at special events.
- Negotiated favorable terms with venues, catering services, and suppliers to optimize cost savings while maintaining high-quality standards.
- Delivered exceptional customer service by addressing attendee inquiries promptly and professionally before, during, and after events.
- Coordinated schedules and timelines for events.
- Brainstormed and implemented creative event concepts and themes.
- Coordinated travel and accommodations for event attendees.
- Oversaw event registration process by collecting and tracking attendee information.
- Coordinated transportation and parking arrangements for guests and vendors.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Utilized social media to promote events and increase attendance.
Operations Customer Service Manager
RS2 Technologies
05.2003 - 04.2019
- Resolved escalated customer complaints with diplomacy, resulting in amicable solutions that maintained long-term relationships.
- Monitored industry trends and competitor strategies to stay ahead of the curve, adapting company practices as needed to maintain a competitive edge in the market.
- Partnered with IT departments to develop custom software solutions that streamlined internal processes related to order management and fulfillment tracking systems.
- Championed process improvements within the department using lean methodologies which led to reduced waste and increased efficiency in daily operations.
- Managed purchasing, inside sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Enhanced customer satisfaction by streamlining operations processes and implementing effective communication strategies.
- Established performance metrics for the customer service team, driving continuous improvement and accountability.
- Developed comprehensive training programs for new hires, ensuring seamless integration into the team and increased productivity.
- Reduced response times for customer inquiries by creating efficient workflows and prioritizing tasks.
- Coordinated cross-functional teams to resolve complex customer issues, resulting in improved client retention rates.
- Led by example, fostering an environment of accountability and excellence while maintaining open lines of communication with staff members to address concerns promptly.
Inside Sales Manager
RS2 Technologies
05.2003 - 04.2019
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Liaised with clients via email or phone to identify and address needs, growing existing accounts through cross-selling.
- Set and exceeded inside sales goals by establishing ambitious targets and motivating sales representatives.
- Monitored and amplified sales pipeline to maintain flow of potential leads and prospects.
- Trained new inside sales representatives, resulting in improved team performance and increased sales results.
- Updated accounts and maintained long-term relationships with clients.
- Improved customer retention rates by addressing client concerns promptly and providing tailored solutions.
- Streamlined the sales process by utilizing CRM tools for efficient tracking of leads, prospects, and closed deals.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Warehouse Operations Manager
RS2 Technologies
05.2003 - 08.2008
- Managed daily warehouse operations, resulting in reduced waste and optimized space utilization.
- Successfully managed high-volume periods by allocating resources efficiently and maintaining a smooth workflow, ensuring timely delivery of products.
- Developed employee training programs to enhance skill sets and increase overall productivity within the warehouse team.
- Organized storage layouts, resulting in increased accessibility of items and improved worker efficiency during retrieval tasks.
- Created an open line of communication between warehouse staff members and upper management, fostering transparency across all levels within the organization.
- Developed strong relationships with suppliers and transportation partners, fostering collaboration and improving overall supply chain efficiency.
- Improved warehouse efficiency by implementing streamlined inventory management processes and procedures.
- Optimized order picking processes, leading to faster fulfillment times and improved customer experience.
- Collaborated with cross-functional teams to ensure timely delivery of products and customer satisfaction.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Conducted research to address shipping errors and packaging mistakes.
Education
High School Diploma -
Calumet High School
Gary06.1998
Skills
- Troubleshooting and Problem Resolution
- Cross-Functional Team Coordination
- Strategic Planning
- Documentation And Reporting
- Team Development, Hiring and Training
- Excellent Communication with Positive Attitude
- Customer Relationship Management
- Managing Operations and Efficiency
- Organizational Skills
- MS Office, NetSuite, Sage, Quickbooks, SalesForce, Access Control Software licensing platforms
- Multitasking Abilities with attention to detail
Timeline
Senior Manager, Customer Service
Acre Security
04.2019 - 09.2024
Special Events Planner
RS2 Technologies
02.2011 - 04.2019
Operations Customer Service Manager
RS2 Technologies
05.2003 - 04.2019
Inside Sales Manager
RS2 Technologies
05.2003 - 04.2019
Warehouse Operations Manager
RS2 Technologies
05.2003 - 08.2008
High School Diploma -
Calumet High School
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