Shannon Jones Email & Phone Number

United States

United States

United States

Riverside, Ca

National Social Media MarketingWorkshop ManagementMarketing/ Graphic DesignManage communicationManage Email Marketing CampaignsGrant Writer

Las Vegas, Nv

Charged with assisting and continuing the learning process of new agents by directly managing teams of 15-30 agents. Ultimately develop agents to consistently achieve company benchmarks and achieve a graduated status.Key Contributions:● Redesigned layout of weekly scorecards● Developed innovative sales games to teach new agents sales fundamentalsDay to Day Activities:● Trained courses in the classroom environment for new hires and seasoned employees.● Developed innovative sales games to teach new agents sales fundamentals.● Designed handouts, cheat sheets and quizzes to assist agents with job knowledge.● Develop/Train new sales agents to meet company standards and ultimately reach a graduated status.● Provide one on one coaching for individual new hires on the sales floor.● Assist on the sales floor closing deals for new agents.● Complete weekly assessments of each agent under my supervision● Complete disciplinary action when necessary.

Riverside, Ca

First in command charged with the responsibility of managing all functions and development of the training department including developing material and training via webinar, phone and face to face class room environments.Key Contributions:● Development/documentation of companywide processes and procedures● Creation of Employee Training Manual● Researched/Implemented CRM database ● Managed Website redesign.Day to Day Activities:● Development/documentation of companywide processes and procedures● Creation of Employee Training Manual● Researched/Implemented CRM database ● Managed Website redesign.● Supervise and coordinate a Training Team of 3-5 employees ● Form training objectives, strategies and execution plans● Interface with clients to determine clients needs● Develop training curriculum for Clients based on their business needs● Manage all offsite accounts and fill in for training staff training classes when necessary.

San Bernardino, Ca

Second in command responsible for the management and day to day oversight of the data entry, customer service, confirmation, inventory control, and facility departments totaling (5) supervisory direct reports and (150) indirect entry level reports. Key Contributions:● Development/Implementation of an all inclusive entry level bonus incentive program.● Creation/Implementation of key metrics defining performance and tools to measure performance.● Lead Role in the complete update of the CA Contact Center Standard Operating Procedure Manuel● Streamline procedures via creation of fields and reporting in current CRM.Day to Day Activities:● Scheduling including process of time cards, vacation requests, and schedules.● Hiring/performance reviews/ disciplinary action including terminations.● Reconciliation of BBB and corporate complaints● Daily management of inventory of room bookings and arrivals.

City Of Industry, Ca

Third in command, responsible for the supervision of the online customer service team handling orders and customer service via phone, email, chat, and message. Managed team consisted of (1) lead staff and (12) agents. Key Contributions:● Lead in implementation of Trec Global, a third party call center. ● Lead in implementation of Torrid.com on Aafes, online shopping site for military active duty providing discounted items. ● Introduced up-selling/cross-selling programs to increase the average dollar transaction from $65.00 to $73.00 within a six-month period.● Instituted procedures to ensure credit industry compliance for Torrid.com chargebacks, maintaining less than 1% of total sales declared as fraudulent.● Managed the crossover from UPS to Fed-Ex for the Torrid.com customer service department. Day to Day Activities:● Managed Torrid.com’s BBB and Bizrate accounts to resolve disputes filed by online consumers.● Approved performance appraisals, warnings and terminations. ● Managed bi-annual inventory customer service procedures.● Determined staffing needs for peak periods and managed temporary and seasonal employee requisitions. ● Provided approval to copywriting staff for Torrid.com’s copy on Customer Service and Community pages. ● Projected volume trends using real time data and annualization of historical reporting. ● Managed parameters for Torrid.com phone gates determining holding times, IVR prompts, and time to voicemail. ● Oversaw Divastyle rewards programs, and interfaced with key personnel at the store level.

Perris, Ca

Responsible for providing overall assistance supervising 300 seat call center and supervising 36 direct reports comprised of 2 Lead, 4 Clerical, and 30 phone agents.• Reordered scripting to yield 10% higher upsell items sold.• Maintained top three of a department of 12 teams in all statistical areas of measurement. • Supervised the only team to achieve first place in all statistical areas of measurement.• Responsible for maintaining less than 2% caller abandon rate and a minimum of 85% grade of service• Responsible for writing and achieving monthly cost, retention, communication and safety goals.• Scheduling including process of time cards, vacation requests, and schedules.• Hiring/performance reviews/ disciplinary action including terminations.• Conduct one on one statistic meetings and annual appraisal reviews• Develop individual employees by coaching and mentoring.• Provide real time agent monitoring for quality assurance• Maintain individual payroll records and attendance calendars

Bachelor Of Arts - Ba, Secondary Education And Teaching

Secondary Education, Secondary Education And Teaching

Activities and Societies: Phi Theta Kappa

Business Administration And Management, General

Bachelor Of Education - Bed

Bachelor Of Arts - Ba, History