Summary
Overview
Work History
Certification
Technical Skills
Timeline
Generic

Shawnee Anno

San Diego,CA

Summary

Inspirational leader with over 20 years of advocating for best-in-class customer experience. Consistently demonstrated success in all areas of customer care, call quality, and customer retention. Intuitive ability to assess needs and create customized programs to increase customer loyalty and satisfaction.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Manager of Customer Support

PTI Marketing Technologies Dba MarcomCentral
03.2021 - 05.2024
  • Developed a program to reduce number of customer support technologies to one super tool across multiple lines of business, product lines, and customer types
  • Analyzed support metrics and KPIs to identify areas for improvement in order to reduce initial ticket response time from 24 hours to 1 hour
  • Managed the escalation process for complex customers issues across large enterprise organizations, consisting of mostly financial, healthcare and insurance industries
  • Managed and implemented Customer Support software including Live Chat | Intercom, ChurnZero, TaskRay, and FluxCapacity to streamline operations
  • Recruited, onboarded, and coached new team members for professional development

Systems Analyst

PTI Marketing Technologies Dba MarcomCentral
06.2020 - 03.2021

Professional Services Project Manager

PTI Marketing Technologies Dba MarcomCentral
01.2018 - 06.2020

Production Coordinator

PTI Marketing Technologies Dba MarcomCentral
05.2016 - 01.2018

Account Services Specialist

Volusion, Inc.
07.2014 - 02.2015
  • Developed a customer service program that included monthly modules, goal setting
  • Call monitoring and coaching
  • Responded to customer product and service inquires via phone and ticketing system
  • Researched issues – communicating with customer cause of issue and the solution

Front Desk Receptionist

Abacus School Of Austin
01.2014 - 07.2014
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Completed all tasks in compliance with company policies and procedures.

Quality Assurance Lead

Modern Postcard
03.1999 - 10.2013
  • Developed and established call quality assurance programs for customer facing groups including Inside Sales
  • Customer Care and Production
  • Developed call quality program that increased call quality from 85-92%
  • Coached to ensure accuracy in info provided and quality of service.

Certification

  • Salesforce Admin Certification Candidate
  • Customer Success Certified, CCSM1
  • Administration Essentials for New Admins (ADM201)

Technical Skills

Project Management : TaskRay, Trello, Wrike, MS Planner, PSA Financial Force, Flux Capacity

Customer Success : Salesforce, ChurnZero, Gainsight

Customer Communication : Atlassian Service Desk, Jira, Confluence, Intercom Chat, Salesforce Chat, Microsoft Teams

Data Analysis : Sisense, Birst Analytics

Timeline

Manager of Customer Support

PTI Marketing Technologies Dba MarcomCentral
03.2021 - 05.2024

Systems Analyst

PTI Marketing Technologies Dba MarcomCentral
06.2020 - 03.2021

Professional Services Project Manager

PTI Marketing Technologies Dba MarcomCentral
01.2018 - 06.2020

Production Coordinator

PTI Marketing Technologies Dba MarcomCentral
05.2016 - 01.2018

Account Services Specialist

Volusion, Inc.
07.2014 - 02.2015

Front Desk Receptionist

Abacus School Of Austin
01.2014 - 07.2014

Quality Assurance Lead

Modern Postcard
03.1999 - 10.2013

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Shawnee Anno