Shawna Stoneking
Richmond,KY
Summary
Experienced operations professional skilled in enhancing customer satisfaction and driving efficiency improvements. Demonstrated expertise in process optimization, team leadership, and strategic planning. Collaborative and adaptable, ensuring seamless operations and delivering high-quality service. Recognized for strong problem-solving abilities and effective communication skills.
Overview
11
11
years of professional experience
Work History
Operations Manager, Customer Experience
Conduent Business Services
11.2021 - Current
- Spearheaded the implementation of a newly acquired customer service contact center. Onboarding and training 100+ agents and supervisors within 90 days ensuring a seamless transition and zero downtime.
- Improved voice KPIs by 25% within the first 60 days. Focusing closely on AHT (18% improvement) and hold time (22% improvement).
- Partnered with client leadership to re-engineer workflows, resulting in 15% increase in productivity and enhanced customer experience journey.
- Achieved 90% schedule adherence and reduced needs for overtime costs through effective collaboration with workforce management planning and intraday teams.
- Delivered monthly and weekly performance reports to stakeholders, identifying insights that drover repeat contacts and continues to drive year-over-year increase in operational efficiency.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
General Clerk I
Exela Technologies
02.2018 - 02.2020
- Ensured confidentiality of sensitive information by adhering to company policies regarding document handling procedures and data protection protocols.
- Contributed to a positive work environment through excellent interpersonal skills and collaborative teamwork efforts.
- Examined documents and materials, recorded changes in data and determined proper indexing or processing tasks to support office filing procedures.
K12 Enrollment - Enrollment Advisor
Blackboard Inc.
06.2017 - 08.2017
- Met or exceeded enrollment and retention goals consistently with 92% efficiency scores.
- Provided prospective or new students with information about educational and career planning, university resources and academic programs.
- Maintained compliance and regulated communications which contributed to 100% compliance requirements for FERPA.
Production Associate
SMX - PGW
11.2016 - 05.2017
- Maintained safety and workplace practices to remain within compliance. Contributed to the 100% achievement of safety goals for the department. Promoted workplace safety within training sessions and regularly checking equipment for proper maintenance.
- Improved product quality with thorough inspections, identifying and addressing potential issues before shipment.
- Manual labor which include standing for consecutive hours, lifting 50+ pounds, and repetitive motion.
- Maintained a flexible approach to work assignments, willingly cross-training in other areas to support changing production needs.
Assistant Manager
Charter Foods - Taco Bell
05.2014 - 11.2016
- Supervised day-to-day operations to meet performance, quality and service expectations. Achieved improved store operations which resulted in 23% decrease in overall food costs.
- Facilitated employee specific training to increase effective employee buy in and drive to overall workplace satisfaction scores from 62.6% to 84.93%.
- Achieved minimal attrition and absenteeism due to effective team building which resulted in overtime reduction costs of 20%.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Office Assistant
Berea College
08.2015 - 05.2016
- Develop documents using Microsoft Word, Excel, and PowerPoint
- Completion of daily errands through campus and off campus including postal service assistance
- Establishment of daily cleaning tasks around office to maintain cleanliness
Education
High School Diploma - Business management
Rockcastle County High School
05.2015
Skills
- Strategic Planning
- Client Relations
- Process Optimization
- Performance Management
- Workforce Management
- Team Leadership
- Risk Mitigation
- Training and Development
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Operations Manager, Customer Experience
Conduent Business Services
11.2021 - Current
General Clerk I
Exela Technologies
02.2018 - 02.2020
K12 Enrollment - Enrollment Advisor
Blackboard Inc.
06.2017 - 08.2017
Production Associate
SMX - PGW
11.2016 - 05.2017
Office Assistant
Berea College
08.2015 - 05.2016
Assistant Manager
Charter Foods - Taco Bell
05.2014 - 11.2016
High School Diploma - Business management
Rockcastle County High School
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