Sheldon Shaeena
Warren,MI
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
10
10
years of professional experience
Work History
Senior Supervisor / Supervisor Cadillac CCT
GM Contract–Teleperformance / Tek Systems
02.2020 - Current
- Handle staffing for Cadillac CCT
- Work on GM Incentives for SQS and offline hours
- Perform Triads with Supervisor to help better coaching’s
- Identified underperforming areas and implemented effective process improvements.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Supervisor Cadillac BBWC/CCT
GM Contract - Teleperformance
02.2020 - 05.2023
- Lead one of the top performing ABAY and production team for Cadillac BBWC
- Awarded the HT2 award for sales
- Handled all sales incentive invoices for Cadillac BBWC and offline hours for all of Cadillac
- Created and presented weekly/monthly performance reviews to the client
- Brought ideas into weekly process meeting and WBR for Cadillac CCT which lead to changes for GMA articles and training
Team Manager Cadillac BBWC/CCT/Universal
GM Contract - Concentrix
06.2018 - 02.2020
- Highest Employee Satisfaction at Warren location for 2018 – 79% and 2019 – 83%.
- Lead the Enterprise for Customer Satisfaction for all GM Brands.
- Managed up to 8 supervisors at one time
- Analyzed KPI and survey responses, created and delivered weekly and monthly business reviews.
- Piloted multiple client initiatives for the Escalade and Blackwing vehicles
- Defined clear targets and objectives and communicated to other team members.
Connection Center Team Leader
GM Contract - Concentrix
05.2017 - 06.2018
- Ability to manage and maintain a team of 18-22 individuals
- Consistently hit SQS goal in the department for top 2 box surveys
- Abay Team Lead for a class of 22 advisors that hit the floor for four weeks.
- Advisor of the year and both honorable mentions were on my team for the 2017 awards.
Connection Center Advisor
GM - Concentrix
01.2016 - 05.2017
- Help with connectivity and troubleshooting of vehicle technology including but not limited to Bluetooth, Wi-fi, Mobile/In-Vehicle Apps and Web Services.
Senior Advisor
GM - Aerotek
06.2014 - 01.2016
- Answering inbound calls from customers not satisfied with their GM experience as it relates to the dealership, warranty, repairs, vehicle and reimbursements.
Education
Bachelor of Business Administration in Marketing and Management (Dual Major) -
Northwood University
Midland, Michigan05.2013
Skills
- Lead Generation
- Process Monitoring and Improvement
- Processes and procedures
- Idea Development and Brainstorming
- Employee Motivation
- Data Analysis
- Goal-Oriented
- Schedule Management
- Customer Service
- Data Analytics
- Staff Management
Timeline
Senior Supervisor / Supervisor Cadillac CCT
GM Contract–Teleperformance / Tek Systems
02.2020 - Current
Supervisor Cadillac BBWC/CCT
GM Contract - Teleperformance
02.2020 - 05.2023
Team Manager Cadillac BBWC/CCT/Universal
GM Contract - Concentrix
06.2018 - 02.2020
Connection Center Team Leader
GM Contract - Concentrix
05.2017 - 06.2018
Connection Center Advisor
GM - Concentrix
01.2016 - 05.2017
Senior Advisor
GM - Aerotek
06.2014 - 01.2016
Bachelor of Business Administration in Marketing and Management (Dual Major) -
Northwood University
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