Shannan Casteel Email & Phone Number

Alcoa, Tennessee, United States

Facilitated requirements gathering across multiple business units within a SCRUM team environment. Compiled stories with detailed requirements for developers and QA team members. Advised business units on best practices, out-of-the-box functionality, and available applications. Created Proofs-of-Concept for demonstration to business unit personnel.• Developed Proofs-of-Concept for: o CAT’s First Call Resolution Project o Digital Experience’s Product Lines in Vantage Project o Retail’s Lead Duplicate Rules Project• Participated in Sprint Review, Retro, and Planning Sessions

Vonore, Tennessee

Launched Salesforce Lightning Experience, developed Salesforce architecture schema for sustainability. Participated and assisted with launch of Appinium’s LearnTrac LMS, MasterCraft Connect Mobile App Salesforce integration, and MasterCraft and Crest brand microsites.• Designed and implemented MasterCraft’s HUB Partner Community focusing on dealer self-service and business process efficiency.o Integrated and refreshed outdated LMS.o Redesigned Dealer/Customer Service interactions within community.o Enforced Dealer validation of existing users thereby reducing licensing requirements.o Created multiple dashboards for Dealer consumption of Learning, Service, Sales, and Adoption KPIs.• Participated in the design and implementation of multiple APIs pulling data from web-based lead forms, iOT systems, as well as MasterCraft’s ERP system and the NauticStar & Crest branded DMS system.• Created and implemented multiple Salesforce flows with varying degrees of complexity to automate business processes and maintain data integrity.• Created and implemented multiple processes and workflows for custom escalation, email alerts, and field updates. • Created new objects and fields and used Data Loader to populate with historical data.• Launched Email-to-Case to communicate important cases to those without Salesforce access. • Launched Chatter for increased self-service and case deflection within communities.• Developed Salesforce Dashboard reporting for Customer Service.o Improved case idle time from 18% to 6%.o Facilitated the creation of Knowledge Articles to combat case volumes and allow dealer self-service. Article creation by month rose 64%.o Allowed targeted creation of Parts Matrices to deflect cases. Parts Cases decreased by 29%.• Launched “Salesforce Essentials” webinar class to educate dealer network on Customer Community value.o Chatter Adoption and case deflections via Knowledge rose by 20% within the following month.

Vonore, Tennessee, United States

Served as liaison between Customer Service and all other departments to ensure issues reported via Salesforce cases, warranty claims, emails, and phone calls were resolved with the customer and actions were taken to reduce the probability of recurrence. Developed and tracked multiple metrics for reporting to senior management.• Automated and relaunched “Anomaly” system within Salesforce for reporting of customer feedback to factory.- Reduced Internal Anomaly Closures from 26 days to 10 days- Reduced External Anomaly Closures from 8 days to 4 days• Developed Initial Boat Quality (IBQ) metric for reporting to CEO on Quality Process improvements.• Developed monthly automated warranty report using Microsoft Excel & VBA to give insight to Senior Management on the nature of warranty claims paid.• Developed departmental metrics to support high-level business metrics reported monthly during Management Operating Systems (MOS) meeting.• Revised Limited Warranty Statement included in MasterCraft Owner’s Manual.• Produced, published, tracked, and reported on multiple Service Bulletins & Recalls.• Developed and launched Microsoft Access database to automate Return Material Authorization (RMA) and Warranty Reimbursement Requests (WRR) submitted to vendors for the recovery of expenses related to failed vendor parts.• ISO Internal Auditor

Vonore, Tennessee, United States

Supervised the Product Support Team and lead continuous improvement efforts to provide the dealer network with the necessary tools to support customers. Assisted dealers/customers and authorized warranty repairs when escalated beyond the respective Product Support Representative’s level of authority.• Developed and maintained the Return Authorizations (RA) Database and associated procedures to facilitate the return of product from the field.• Developed and implemented the Dealer Scorecard to provide feedback to the dealer network and internal dealer development personnel.• Developed reports within Salesforce to track cases submitted by dealers and provide feedback to Customer Service for targeted training initiatives.• Developed “Parts Essentials” training to aid the dealer network with procuring the correct parts needed to complete necessary repairs.• Led Warranty Kaizen event to eliminate paper, handoffs, and decrease cycle time needed to process a single claim.

Loudon, Tn

Utilized lean tools to improve both business and manufacturing processes. Led Kaizen events on a regular basis to improve manufacturing processes and reduce manufacturing costs.• Developed and maintained multi-user database for tracking and processing engineering changes, non-conforming materials, corrective and preventative actions, supplier evaluations, customer-supplied property, and sales quotes.• Led Kaizen to achieve just-in-time purchased parts flow, and improved on time delivery of purchased components from 83% to 92%.• Assisted with development of QMS to meet ISO 9001:2008 and API Q1 standards.- Assisted with development and implementation procedures for Engineering Change, Purchasing, Customer-supplied Property, and Customer Service.- Performed internal audits on various departments and reported findings to the Quality Manager.• ISO Internal Auditor

Loudon, Tn

Created, modified, and closed production orders on a daily basis to ensure production flow was not impaired.• Developed and maintained database to calculate manpower and required start and end dates for manufacturing projects.• Developed and maintained multi-user database for storing and processing engineering changes.

Loudon, Tn

Develop and manage internal and external (dealer network) warranty process to reduce warranty costs, recuperate warranty expenses incurred from failed purchased components, and correct issues from field feedback. • Assist customers with electrical, hydraulic, and mechanical issues.-Proficiency with electrical, hydraulic, and mechanical schematics and drawings.• Develop and maintain technical calls database for tracking customer issues and solutions• Develop and maintain warranty database to store and process warranty claims.- Reduced rolling 12 month warranty costs by over $1 million in 4 years.- Reduced rolling 12 month warranty/sales ratio from 4.07% to 2.67% in 4 years.***Contracted by Astec Underground during employment with SignResource.

Loudon, Tennessee, United States

Maintained and directed all warranty related procedures relating to both the utility and Trencor product lines. Made final judgement on all warranty claims, establishing new warranty procedures, compiling reports to present to senior management along with Quality, Engineering, Accounting, and Sales Departments, reducing warranty costs, and increasing returns through vendor recovery.• Developed the Astec Warranty Manual detailing all warranty related rules, procedures, and guidelines to be followed by Astec and the dealer network.• Created and implemented the Warranty database for processing, tracking, and reporting of warranty claims.• Led cross-functional focus group teams to identify and resolve warranty issues using Pareto analysis.• Reduced Warranty/Sales ratio from 6.48% to 2.12%.

Loudon, Tn

Managed Astec Underground dealer territory. Troubleshot mechanical issues, processed and approved warranty repairs within assigned region, audited dealer service departments, visited customers, and trained dealer service technicians.• Implemented Recall checklist to ensure dealers were completing assigned recalls within allotted timeframe.• Developed and implemented “Dealer Communications” manual outlining the various tools used to communicate with the dealer network.

Loudon, Tn

Streamlined warranty submission and processing procedures. Processed warranty claims.• Developed the Astec Underground Technical Assistance Center (AUTAC) database for logging and tracking service issues, storing service related information, and identifying service trends.• Audited dealer service departments to enforce warranty policies.

Loudon, Tennessee, United States

Assisted Product Support team with daily tasks including logging warranty requests, answering technical calls, and assisting service technicians in the field.

Oak Ridge, Tn

Collaborated with various customers, vendors, installers, and engineering firms to insure quality and timely delivery of product, installation, and customer satisfaction. Adhered to profit margin goals, and utilized all means necessary to achieve those goals.• Developed Standard Work to ensure all appropriate steps were completed for each project site.• Supervised installation teams onsite to ensure project timelines were met or exceeded.

Education record

Continuing education on the Salesforce.com Platform.

Bachelor Of Science (Bs), Technical And Scientific Communication

Activities and Societies: Society for Technical Communication (STC)

Education record