Tara Shaner Email & Phone Number

Aim-and-forget operations and customer service leader with a proven record of progressive success and process improvement across a range of organizations/business models. Strong emphasis on service in all roles; keeping a commitment is not a matter of training but a reflection of character. Flexible, creative, tenacious about details; I find trust, and empowerment to take risks, to be motivating.KEY ACCOMPLISHMENTS:> Developmental/line editing and coaching of nearly 5M words, including 107 manuscripts in addition to resumes, cover letters, professional correspondence, and PhD proposals.> Managed up to 350 individuals, through team managers with 16 CRMs each. > Developed and evaluated a new email customer service approach that improved customer satisfaction from a rate of 63% to 98% completely satisfied. Focus on personalized contact over perfection, limited use of prepared responses, first person verbiage in emails, and initiating telephone contact. Process implemented by all GM Customer Service centers.>Streamlined vendor contract management role while covering for a maternity leave at corporate, opening up that FTE to additional tasks.> Directed up to three agents in prospecting new accounts, negotiated contracts, and supervised subsequent sub dealers including monitoring advertising to ensure compliance.> Conceived, designed, and published weekly sub dealer newsletters aimed to improve knowledge and level of service.> Chosen to launch WA DC Market based on contract negotiation/closing competency.ADDITIONAL SKILLSTechnical & Software:▪ Cloud database administration/maintenance (MS Access, Elexio, CCB)▪ Advanced Microsoft Office Suite user including Word, Excel, PowerPoint, Publisher▪ General understanding of IT management, including storage (SAN/NAS), networking, and telephony▪ Keyboarding: Accurately types at 61WPM, data entry at 3,828KPHOperations:▪ Define/articulate step-by-step procedures and develop training materials▪ Identifying opportunities for process/efficiency improvement▪ Maintains resources, electronic or physical, in a consistent and clear manner so team members can find required tools