Summary
Overview
Work History
Timeline
Generic

Shelly M Keen

Prosser,WA

Summary

Organized and dependable professional successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Seasoned Sales Account Management, Professional Customer Service Representative, a well organized individual who is a goal driven achiever, dependable organized, detail oriented. Facilitates Customer facing projects ie; trade shows,market area open house and quarterly customer appreciation events in Seattle, Los Angeles, San Francisco and San Jose. A team player, handling multiple projects, organized, evolves with changing work requirements, strong. Communication skills with years of experience in office administration responsibilities.

Overview

36
36
years of professional experience

Work History

Account Success Representative

WM Waste Management
08.2021 - Current
  • Responsible for developing new WM customer relationships that promote retention and loyalty, particularly at the start of the customer journey with WM
  • Additionally, this role will works closely with sales team, dispatch team and customers to ensure the customer is onboarded successfully
  • Review and verify all customer set up information is accurate, address, location details and placement requirements
  • Verify with customer the container has been delivered, review routing details to confirm service day and interval (weekly, bi-weekly, monthly)
  • Follow up with customer after first service to confirm was completed to their satisfaction and make any adjustments necessary
  • Communicating with drivers, dispatch, management and peers
  • Contact customer and review invoice, ensure service levels are correct, review any contamination charges, overages, educate the customer to avoid fees
  • Conduct transition to the Customer Experience Team to manage and to handle future needs and concerns
  • Communicate effectively during the onboarding process with each customer
  • Expedite Customer situations internally to ensure the proper outcome i.e., Dispatch, Sales Rep (if needed), Container Delivery, Billing etc.

Lead, Training Lead

Best Western International Inc
11.2019 - 03.2021
  • Reservations/Rewards/Training Bay, Provided guidance and direction for new T-Bay agent training class graduates
  • Set an example for other agents and co-workers as a professional individual with a positive attitude and a team player
  • Provided interactive coaching meetings using agents’ calls and metrics to measure success and performance
  • Document quality and performance metrics
  • Guide T-Bay agents to obtain goals by weekly coaching meetings, listening and grading calls
  • Coached agents to graduate from T-Bay and warm hand off to the Reservations or Rewards Department Supervisors
  • Use knowledge of policies, procedures and guidelines to perform day to day tasks
  • Performed advanced telephone skills by keeping call control for Reservations and Rewards Members, processing calls effectively and timely in high call volume environment
  • Motivated T-Bay agents and team members while working independently
  • Performed trouble shooting techniques for new agents, members and customers.

Reservations/Rewards Training Lead

Best Western Reservations/Rewards
06.2019 - 01.2020
  • Manage Rewards Account Programs for 4+ million members
  • Manage account profiles for Rewards members, hotel guests, travel agents, and referral networks
  • Creates complex global reservations, converting International currency and processes any cancellations and modifications
  • Knowledge of company policies for Rewards programs, works to create a win-win scenario for the Company and Member based on facts and Company guidelines
  • Effectively communicate quarterly Marketing promotion details and guidelines to Rewards Members, audit account transactions and program support.
  • Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
  • Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
  • Sorted and organized files, spreadsheets, and reports.

Customer Service

Albertsons Companies
12.2016 - 06.2019
  • Provided critical listening skills combined with patience and genuine empathy to resolve customer account issues
  • Clearly assess and present accurate solutions for customer situation and initiative to improve customer experience resulting in customer loyalty
  • Confident performer under pressure in fast paced environment
  • Demonstrate high level of dependability and exemplary attendance resulting in promotion opportunities to grow into Management team
  • Intake claim calls for Workers Compensation and Medical Claims by completing necessary processes to open new in store claims for employees and in store shoppers.

Best Western International Inc
01.2015 - 12.2016
  • Manage Rewards Account Programs for 4+ million members
  • Manage account profiles for Rewards members, hotel guests, travel agents, and referral networks
  • Creates complex global reservations, converting International currency and processes any cancellations and modifications
  • Knowledge of company policies for Rewards programs, works to create a win-win scenario for the Company and Member based on facts and Company guidelines
  • Effectively communicate quarterly Marketing promotion details and guidelines to Rewards Members, audit account transactions and program support.

Client Service Manager

NTT Communications/Verio
01.1995 - 01.2014
  • Experience in clear and effective business communications developing quarterly business plan reports consistent with sales department objectives
  • Exceptionally well organized tracking and reporting activities; daily, weekly, monthly and quarterly relative to sales business plan
  • Able to represent my company with dignity and professionalism during Client retention and Value Added Sales to existing clients and calls to prospective new Clients
  • Outstanding skills in assessing client’s needs and identify competitive pricing solutions for clients complex network Internet solutions
  • Goal oriented, creative and resourceful Territory Manager who has successfully managed approximately 75-100 strategic accounts in assigned territory US and International
  • Regular contact and excellent follow up with customer base regarding contract renewals, Request For Proposals (RFPs), annual contract negotiation and legal review
  • Highly motivated to plan marketing activities including; promotions, trade-show exhibits, vendor seminars and networking events in assigned territory
  • Create follow up results reports for management team.

Training Project Manager

Microsoft/RHO Company
01.1989 - 01.1995
  • Created and managed Windows 95 national training launch for Retail Sales Reps (Babbage's, Software Etc., Egghead, Costco and Multiple Zones) prior to the product launch date
  • Coordinating with Product Managers at Microsoft to train the Keystone Trainers on a national level for potential end user customers sales on launch date.

Reseller Inside Sales Associate

Microsoft Corporation
  • Managed key relationships with Microsoft’s largest national distributors including Ingram Micro D, Merisel, Ameritech, Univar and Egghead Software
  • Inside Sales Associate responsible for marketing promotions and driving sales through the value added resellers and dealer channels on the West Coast.

Timeline

Account Success Representative

WM Waste Management
08.2021 - Current

Lead, Training Lead

Best Western International Inc
11.2019 - 03.2021

Reservations/Rewards Training Lead

Best Western Reservations/Rewards
06.2019 - 01.2020

Customer Service

Albertsons Companies
12.2016 - 06.2019

Best Western International Inc
01.2015 - 12.2016

Client Service Manager

NTT Communications/Verio
01.1995 - 01.2014

Training Project Manager

Microsoft/RHO Company
01.1989 - 01.1995

Reseller Inside Sales Associate

Microsoft Corporation

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Shelly M Keen