Summary
Overview
Work History
Education
Skills
Licensesandother
Certification
Timeline
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SHAWNTEL ROSENBERGER

Riverton

Summary

Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability within changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering a cohesive and productive team environment.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Lead

Goldman Sachs
02.2022 - Current
  • Trained new and existing team members by relaying information on company procedures and regulations.
  • Generated reports detailing findings and recommendations based on the department's projection.
  • Created and managed project plans, timelines, and budgets.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Collaborated with other departments, leading to streamlined workflows, improving interdepartmental coordination, and achieving business goals collectively.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Influenced positive organizational change through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.

Chat Specialist

Marcus by Goldman Sachs
07.2020 - 02.2022
  • Maintained up-to-date knowledge of company products, services, policies, and procedures to provide accurate information during chat sessions.
  • Worked closely with the knowledge management team for chat content and to assist with Right Answers articles and Chat Content.
  • Built rapport with customers, demonstrating empathy and understanding during chat conversations for better resolution outcomes.
  • Participated in training sessions to enhance proficiency in new systems or updates within the organization's software tools used for chat support. Including new hires and peers.
  • Review any work that was done incorrectly and take appropriate action
  • Participate in new and upcoming projects to present for peers and management
  • Assisted with being shadowed for promotions and applying for internal promotions
  • Exceeded performance metrics consistently by maintaining a high level of productivity and quality assurance in chat interactions.

Customer Service Representative

Younique Products
10.2018 - 07.2020
  • Took any and all appropriate actions to resolve any and all concerns for consumers
  • Referred unresolved grievances to designated departments for further investigation
  • Confer with customers by phone, email, or chat to provide information about products, concerns, or services regarding accounts and goods

Assistant Manager

CosmoProf
09.2015 - 10.2018
  • Direct and supervise employees on daily tasks
  • Engaged in sales, inventory taking, reconciling cash receipts, and performing services for customers
  • Also required to handle escalated situations
  • Monitor sales to ensure that customers receive quality products and excellent service
  • Assign employees to specific duties as well as hire, train, and evaluate individuals
  • Examine merchandise to ensure that it is correctly priced, displayed, and functions as advertised
  • Review inventory and sales to prepare reports for upper management
  • Plan and prepare work schedules, required to keep records of employees' work schedules and time cards in an organized fashion

Education

High School Diploma -

IDAHO FALLS HIGH SCHOOL
Idaho Falls, ID
06.2014

Skills

  • Attention to Detail
  • Conflict Resolution
  • Process Improvement
  • Coaching and Mentoring
  • Project and Product Management
  • Employee Engagement - People Management
  • Teamwork and Collaboration
  • Analytical thinking
  • Excellent communication
  • Decision-making

Licensesandother

Cosmetology

Certification

  • Master Trainer Certification
  • Cosmetology License - Utah Board of Cosmetology.

Timeline

Team Lead

Goldman Sachs
02.2022 - Current

Chat Specialist

Marcus by Goldman Sachs
07.2020 - 02.2022

Customer Service Representative

Younique Products
10.2018 - 07.2020

Assistant Manager

CosmoProf
09.2015 - 10.2018

High School Diploma -

IDAHO FALLS HIGH SCHOOL

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SHAWNTEL ROSENBERGER