Shonté Thompson
PORTLAND
Summary
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
14
14
years of professional experience
Work History
Customer Experience Manager (Call Center and Service Center)
SeQuential Environmental/Nesté Renewable Fuels
09.2021 - 01.2024
- Responsibilities throughout career: Communicate cross departmentally to apprise of current metrics, any reoccurring customer issues or trends as well as day-to-day supervision of teams
- Monitor communications to ensure the customer experience is where we expect
- Production of reports each month/quarter/year with month-over-month results and projected trajectory
- Banking, Quality Assurance, software testing and implementation
- Lead global teams in standardizing procedural content, streamlining document structure and optimizing internal processes for enhanced productivity
- Developed SOP’s and standardized training programs and documentation enhancing user proficiency
- Completed performance reviews and contributed to the development and execution of company policies and regulations regarding team development and employee advancement
- Cross collaborated with Sales, Shipping, and Transportation to ensure that the customer needs were satisfied, and that the product and/or service was achieved in guaranteed time frame and with the company’s guaranteed service level
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship programs.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Reduced response time to customer inquiries by optimizing support channels.
Customer Service and Success Manager/Infrastructure (Call Center)
US Bank
01.2018 - 09.2021
Quality Assurance and Operations Process Manager
PDX Armomatics
07.2017 - 02.2018
- Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
- Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
- Enhanced product quality by implementing comprehensive QA processes and procedures.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Mentored junior staff members in best practices for quality management, contributing to overall team growth and development.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Established robust quality documentation systems that ensured traceability throughout the entire production lifecycle.
- Conducted risk assessments to identify and mitigate potential quality issues.
- Implemented corrective action plans based on audit findings, resulting in measurable improvements over time.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Inspected products and worker progress throughout production.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Reduced defects in products by conducting thorough inspections and identifying areas for improvement.
- Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Monitored staff organization and suggested improvements to daily functionality.
- Recorded, analyzed, and distributed statistical information.
- Created and maintained quality management systems to align with industry standards.
- Managed supplier relationships, enforcing strict standards for incoming materials and components to preserve product integrity and minimize rejections.
- Played a crucial role in refining company manufacturing practices by providing expert guidance on regulatory compliance matters.
- Championed continuous improvement initiatives, consistently seeking ways to optimize operations for better results.
- Streamlined testing processes by introducing automated tools, increasing efficiency and reducing errors.
Customer Experience Manager
Pioneer Metal Finishing
01.2015 - 01.2017
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Software Support Manager Tier 2
Smarsh
01.2010 - 01.2015
Customer Support Director
Servation
01.2010 - 01.2015
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Streamlined business processes by analyzing current procedures and implementing necessary improvements.
Education
Bachelor of Arts - Sociology
Oregon State University
Corvallis, OR06-2026
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Account management
- Training programs
- Program improvement
- Customer acquisition
- Customer journey mapping
- Digital channel expertise
- Proficient in Hubspot/Zendesk/Salesforce
- Service design thinking
- Procedure writing
- Customer segmentation
- Customer feedback management
- Retention management
- Performance evaluations
- Training and onboarding
- Customer relationship management (CRM)
- Decision-making
- Engagement strategy development
- Staff management
- Microsoft office
- Relationship building
- Team recruiting and hiring
- Business objective analysis
Timeline
Customer Experience Manager (Call Center and Service Center)
SeQuential Environmental/Nesté Renewable Fuels
09.2021 - 01.2024
Customer Service and Success Manager/Infrastructure (Call Center)
US Bank
01.2018 - 09.2021
Quality Assurance and Operations Process Manager
PDX Armomatics
07.2017 - 02.2018
Customer Experience Manager
Pioneer Metal Finishing
01.2015 - 01.2017
Software Support Manager Tier 2
Smarsh
01.2010 - 01.2015
Customer Support Director
Servation
01.2010 - 01.2015
Bachelor of Arts - Sociology
Oregon State University
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