Shannon P. Email & Phone Number

Bellevue, Washington, United States

Seattle, Washington, United States

Licensed Washington Broker for a ‘customer-first’ real estate firm.-Own and proudly display Flyhomes’ company Core Value: “People not Properties” by building solid, genuine relationships with my clients. -Educate and help guide decisions with integrity and consideration of each unique situation.-Write and review legal contracts to ensure compliance and accuracy.-Consistent and effective follow-up to nurture relationships; ensuring clients have a reliable contact to assist them when they need it.-Successful navigation and mediation of 3rd party partners on behalf of my clients.-Honest and transparent communication throughout every step of a transaction; effectively building trust, establishing a clear, concise and happy outcome for my customers.

Kirkland, Washington

Operations Manager for a technology focused real estate start-up. -Establish SOP for Operations Team: creation of operations manual, SLA for client services, asset inventory management system, account receivables and commission disbursement.-Identify and successfully onboard industry service vendors.-Improve Operations efficiency with consistent evaluation and honest feedback of processes through direct communication across key departments in the company.-Initiated team growth through direct hiring and helped their professional experience through active engagement, coaching, and feedback.-Client account management and conflict resolution serviced with a genuine and empathetic demeanor. -Effective use of task and financial management programs including: DocuSign, Asana, Calendly, GitHub, ZenDesk, LastPass, Quickbooks, Hubspot, Dropbox, and Microsoft Office products.-Google Analytics reporting and analysis to drive key business decisions.

Las Vegas, Nevada Area

Supervisor of phone, email, and live chat teams within a customer experience driven online retailer.-Build dedicated team members and future leaders through internal progression, coaching, and continuous, direct feedback.-Develop performance/progression reviews and appraisals; establish a culture of teamwork and camaraderie.-Identify opportunities for improvement and recommend new processes to improve customer service, employee relations, and efficiencies.-Analyze data to enhance Zappos’ customer engagement; redefined customer service strategies.-Communicate and provide resolutions for customers elevated through escalation channels.-Serve as Customer Loyalty Phones Team Lead, Email and Live Chat Team Lead, and Future Leaders Mentorship Lead.

Henderson, Nv

Assistant Supervisor of phone teams.-Deliver exemplary customer service to assist customers with completing orders and answering inquiries.-Communicate with customers via phone, email, and live chat.-Beta-test updates to Site Manager, retail systems, and mobile applications.-Coordinate cross-functionally to ensure website and product consistency.-Train with Customer Loyalty leaders to gain insights, knowledge, and management methodologies; cross-trained with multiple specialty teams.-Gather and analyze customer surveys from NPS forums.

Henderson, Nv

Primary dispute analyst for Order Verification Department.-Successful management, response, and organization of all chargebacks generated from Visa, Mastercard, Bill Me Later, Discover, American Express, and PayPal.-Meticulous and timely response to police case investigations.-Report system chargebacks and statistics management to Information Security department.-Development and implementation of internal online response system for chargebacks.-Train, support, and daily communication of changes to front-line Order Verification team.-Presentations and broad-view training for newly on-boarded Customer Loyalty Team members.-Consistent webinar and seminars training with various departments within Zappos, companies under the umbrella of Amazon.com, and Merchant Risk Council.-Internal Wiki page coding, management, and updates for transparent communication.

Henderson, Nv

Phones team representative for Customer Loyalty Team.-Deliver exemplary customer service for all Zappos customers.-Communicate with customers via phone, email, and live chat.-Beta-test updates to Site Manager, retail systems, and mobile applications.-Coordinate cross-functionally with Dev to ensure website and product consistency.

Las Vegas, Nevada Area

Student acquisition and account manager for adult education company.-Counseling services for current, future and past students of Kaplan Professional Schools to help achieve their future career goals.-Successful sales of Kaplan Real Estate, Insurance, Appraisal, Home Inspection, and Financial Security products.-Accurate maintenance of student records via Oracle applications.-Preparation of all pre-licensing and continuing education classes on behalf of class instructor.-Continuing education proctor for testing, providing immediate and honest feedback of test results.-Digital fingerprint system operator with clear transmissions to the Nevada Real Estate Division.-Coordination of school correspondence to ensure school compliance with NV state regulations.-Onboard, support, train, and manage new Career Counselors.-Objective and accurate record retention of previous students seeking proof of NV licensing for reciprocal state licensure.

Las Vegas, Nevada Area

Office support for law firm specializing in worker’s compensation.-Prompt and efficient support to firm's lawyers, paralegals, and office manager.-Reception duties include greeting, directing, and assisting current and future clients in-person and by phone and email.-Office schedule management, ensuring all pertinent court time-lines were up-to-date and clearly accessible to all office members.-Organization maintenance of case documents and files, ensuring accurate records for future use.-Case file preparation for owner prior to hearings, seminars, and consultations.

Fine/Studio Arts, General

Washington State Real Estate Broker Licensing, Real Estate

Successful completion of Washington State and National real estate education and exams.

Nevada State Real Estate Broker Licensing, Real Estate

Successful completion of Nevada State and National real estate education and exams.