Shelbi Lee
Summary
Results-driven Customer Solutions Specialist with expertise in data analysis, customer advocacy, and onboarding processes. Proven track record in driving operational efficiency and enhancing client satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Solutions Specialist
Georgia-Pacific
Atlanta
09.2021 - Current
- Serve as a trusted partner for the company's largest strategic customer, leading cross-functional collaboration to ensure the successful supply of the customer's highest-selling product and exceptional account performance.
- Create and implement onboarding processes and training resources that improve team readiness, knowledge retention, and operational consistency.
- Drive process improvements that reduce operational waste, lower transportation costs, improve service levels, and enhance customer satisfaction.
- Leverage data analysis to identify trends, mitigate service risks, and drive continuous improvement, supporting the delivery of approximately 400 purchase orders weekly while maintaining 95–98% on-time delivery performance.
- Advocate for the customer by resolving systemic issues, aligning cross-functional stakeholders, and preventing service disruptions that impact account performance.
- Support SAP, Salesforce, and Generative AI initiatives, applying business expertise to improve processes, visibility, productivity, and customer outcomes.
Payroll and Accounts Payable Clerk
Hilyer and Associates, CPAs
Opelika
02.2020 - 05.2021
- Managed a portfolio of 40–50 payroll clients, serving as the primary point of contact for payroll processing, account inquiries, reporting requests, and issue resolution.
- Processed weekly, bi-weekly, and monthly payrolls, including direct deposits, check issuance, tax withholdings, and unemployment filings, while ensuring accuracy and compliance with strict deadlines.
- Prepared quarterly and year-end payroll documentation, including W-2s, 1099s, and related reports, while maintaining strong client communication throughout reporting cycles.
- Built long-term client relationships by proactively addressing questions, resolving discrepancies, and coordinating with internal teams to meet client needs efficiently.
Administrative Assistant
Custom Systems, Inc
Opelika
07.2015 - 07.2020
- Self-taught QuickBooks to maintain accurate company records for timely quarterly and annual tax preparation.
- Reconciled expense and capital accounts, ensuring balanced and itemized expenditures for financial accuracy.
- Scheduled service calls for multiple technicians to optimize response time and service delivery.
Education
BBA - Marketing
Auburn University
Auburn, AL12-2019
Associate of Science - General Studies
Southern Union Community College
Opelika, AL12-2017
Skills
- Customer advocacy
- Account management and client partnership
- Onboarding and training development
- Relationship management
- Issue resolution
- Process improvement
- Data analysis
- Adaptability
- Reliability
Timeline
Customer Solutions Specialist
Georgia-Pacific
09.2021 - Current
Payroll and Accounts Payable Clerk
Hilyer and Associates, CPAs
02.2020 - 05.2021
Administrative Assistant
Custom Systems, Inc
07.2015 - 07.2020
BBA - Marketing
Auburn University
Associate of Science - General Studies
Southern Union Community College