Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
Tonya Shannon
Leadership
Fort Wayne,IN
Summary
Overview
18
years of professional experience
Work History
Meijer
Customer Service Team Lead/Pick Up Team Lead
01.2021 - Current
Job overview
- All responsibilities of Manager On Duty ~Execute a productive environment by encouraging & collaborating with the team to achieve daily goals/results
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with Team Members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Coached both new & tenured Team Members on service techniques to improve overall guest satisfaction
- Conducted regular team meetings to discuss customer service issues and potential solutions.
- Used Wynshop, Medallia, Microsoft word to track customer interactions, feedback and monitor orders.
- Overseeing of timely and accurately processed orders. Increased efficiency and team productivity by promoting operational best practices. Reducing average wait time and pick rates through effective communication and training. Continually seeking ways to improve processes and services provided.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Coordinated shift schedules efficiently to ensure adequate coverage during peak hours without compromising service quality.
- Educated customers about billing, payment processing and support policies and procedures.
- Used company troubleshooting resolution to evaluate technical problems and find appropriate solutions. General IT as needed.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their capabilities.
- Reviewed customer survey results (Medallia) daily to identify patterns of dissatisfaction and address them proactively within the team.
- Help to maintain inventory accuracy through counts/audits and adjusting balance on hand to reflect properly reflect product quantity.
- Trained new TM's regarding company operations, policies and services.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Kohls Department Store
Omni Lead, Operational Supervisor/Gm Supervisor
10.2020 - 01.2021
Job overview
- All responsibilities of Manager On Duty ~Execute a productive environment by encouraging & collaborating with the team to achieve daily goals/results
- Overseeing of timely processed orders
- Logistics ~Inventory accuracy ~Lead unloading team in effective & timely breakdown of trucks
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Gathered, organized and input information into digital database.
- Processing of returns back to the warehouse (amazon & kohls)
- Asset Protection ~Floor resets ~Collaborating with Department Leads ~Providing an overall exceptional shopping experience for our guests
- Monitored workflow to improve employee time management and increase productivity.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Observed packing operations to verify conformance to specifications.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Country Heritage Winery
Server/Patio Bar Manager/Tasting Room Manager/Event Coordinator
10.2017 - 09.2020
Job overview
- Offer a fun & friendly environment for our guests providing them the best tasting experience/visit of a lifetime.
- Communicate new and upcoming event info., protocols
- Educate on new wine/products.
- Help create, plan & implement memorable & successful private events for guests, wine club members.
- Utilized Excel, Word, One Drive, Google Docs for Menus, Signage, Gift Log, orders and more.
- Help maintain/monitor social media accounts.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business. Cultivating warm relationships with regular customers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Worked with POS system to place orders.
- Created and implemented training program for new hires, providing education of company, guidance, standards and best practices.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Checked guests' identification before serving alcoholic beverages.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
YMCA
Swim Instructor/Swim Coordinator/ Manager on Duty
08.2016 - 01.2019
Job overview
- To assist children and adults alike to overcome any fears of water by gaining confidence in the water and ultimately learning to swim.
- Minimum goal to be safe in and around the water
- Certificates: Children With Challenges Program, CPR & AED ~ Lead Aquatic department, coordinate entire swim program/schedule instructors, Daxco Operations, communications.
- Set up and broke down equipment before and after classes.
- Assisted in setting up pool deck, cleaning up public areas and closing pool in unsafe conditions.
- Contributed to facility cleanliness by performing routine maintenance tasks such as skimming the pool surface or testing water quality before lessons began.
- Increased swimmer safety by enforcing pool rules and maintaining vigilant supervision during lessons.
- Continually refined teaching techniques by attending professional development workshops and incorporating new strategies into daily lesson planning.
- Streamlined class organization by maintaining accurate records of student progress, attendance, and skill assessments.
Fred Toenges Shoes & Pedorthics
Foot Professional/ Retail Store Manager
06.2011 - 08.2016
Job overview
- Ensure the best possible fit, correct type of shoe for every individual. Making necessary modifications to shoes or insoles as needed. Knowing when to do so; what would be most helpful. Accomplished through product knowledge/ongoing training.
- Overseeing of all retail training, scheduling, sales, advertising & Social media accounts. Provide the best customer service available, assisting Foot pros as needed.
- Streamlined store operations through the implementation of efficient scheduling systems, task delegation, and performance monitoring. Maintaining a clean and welcoming environment.
- Coordinating/communication of sales including the big “July Sale”. Continuous communication with store owner, buyer & employees.
- Work Closely with shoe representatives for continued training and promotions of their brand.
- All banking, closing and opening procedures: Overseeing of all returns/exchanges.
- Collaborated with upper management to develop strategic plans for store growth and expansion.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Brown Shoe Company Naturalizer/Famous Footwear
Sales/Asst. Manager/Store Manager
06.2006 - 06.2010
Job overview
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed and motivated employees to be productive and engaged in work.
Skills
- Strong leadership
- Customer service oriented
- Communication skills
- Organized
- Driven
- Product Sales
- Multi-Line Phone Systems
- Business Development
- Cross-Functional Collaboration
- Brand representation
Accomplishments
Accomplishments
- Subject Matter Expert Meijer Pick Up.
- Consistently meets and exceeds goals.
- Positive secret Shops.
- Led team to increase over LY. And growth of major sales.
- Implemented procedures and best practices to ensure accuracy, communication & consistency.
Hobbies
Hobbies
Family, food and fun! I enjoy being active most especially with my family. We enjoy creating food and finding delicious eateries. Summer is our favorite time to hit the road, go explore, hike and swim.
Timeline
Customer Service Team Lead/Pick Up Team Lead
Meijer
01.2021 - Current
Omni Lead, Operational Supervisor/Gm Supervisor
Kohls Department Store
10.2020 - 01.2021
Server/Patio Bar Manager/Tasting Room Manager/Event Coordinator
Country Heritage Winery
10.2017 - 09.2020
Swim Instructor/Swim Coordinator/ Manager on Duty
YMCA
08.2016 - 01.2019
Foot Professional/ Retail Store Manager
Fred Toenges Shoes & Pedorthics
06.2011 - 08.2016
Sales/Asst. Manager/Store Manager
Brown Shoe Company Naturalizer/Famous Footwear
06.2006 - 06.2010
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