Shawna Hawley
Kent
Summary
Dynamic Customer Service Manager with a proven track record at T&A Supply Company, leading teams to enhance customer satisfaction and optimize processes. Skilled in ERP and CRM software, I excel in performance analysis and team leadership, driving significant improvements in operational efficiency and customer retention.
Overview
25
25
years of professional experience
Work History
Customer Service Manager/CSR
T&A Supply Company
02.2017 - Current
- Lead a team of 15 to 24 customer service representatives, trainers, and supervisors in addressing customer needs across ordering, pricing, and logistics for three companies and 19 locations.
- Utilize multiple systems, including ERP (Gartman AS400) and CRM (Sugar/Gartman), to enhance daily operations.
- Develop and implement new processes and procedures, including documentation to streamline operations.
- Analyze and present departmental performance metrics, focusing on sales, calls, errors, productivity, and growth.
- Facilitate cross-departmental collaboration to ensure customer satisfaction with marketing, operations, logistics, accounting, and sales teams.
Store Manager
Starbucks Coffee Company
01.2012 - 01.2017
- Directed 40-member team in enhancing customer experience with beverages, food, and connections.
- Developed strategic plans and set goals to drive sales growth and customer satisfaction.
- Leveraged operational tools for effective scheduling, inventory control, and cash management.
- Analyzed financial reports using management information tools to identify performance trends.
- Provided coaching and feedback to actively manage team development and performance.
- Facilitated employee roundtables and quarterly meetings using visual presentations for insights.
Store Manager and Administrative Assistant
BigFoot Java
01.2000 - 01.2012
- Prepared and analyzed monthly sales reports, costs, paid outs, and bank statement reconciliations for multiple stores.
- Managed accounts payable and receivable processes to ensure timely payments and accurate record-keeping.
- Established and maintained vendor accounts and relationships for new and existing store locations.
- Organized effective filing systems for over 25 entities at both store and corporate levels.
- Processed bi-monthly payroll for multiple entities to ensure staff compensation accuracy.
- Resolved customer concerns and complaints both in-store and online to enhance service quality.
- Updated company website and social media accounts to improve customer engagement.
- Hired, trained, and scheduled staff across multiple locations to optimize operational efficiency.
Education
High School Diploma -
Auburn Riverside High School
Auburn, WA01.1998
Some College (No Degree) - Graphic Design Emphasis
Pacific Lutheran University
Tacoma, WASkills
- Customer service excellence
- Team leadership
- Training and coaching
- Performance analysis
- Process optimization
- ERP and CRM software
- Cross-departmental collaboration
- Project management
- Call center operations
- Account management
- Data analysis
References
Available upon request
Timeline
Customer Service Manager/CSR
T&A Supply Company
02.2017 - Current
Store Manager
Starbucks Coffee Company
01.2012 - 01.2017
Store Manager and Administrative Assistant
BigFoot Java
01.2000 - 01.2012
High School Diploma -
Auburn Riverside High School
Some College (No Degree) - Graphic Design Emphasis
Pacific Lutheran University
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