Shannon Simmons, Pmp Email & Phone Number

Lexington, Sc, Us

Danbury, Connecticut, United States

Currently, my primary focus is on defining, implementing, and project management of key operational and technology initiatives for the Client Experience Team. I am responsible for leading innovative company initiatives as well as managing the digital and IT priorities for the Services Organization. I provide operational and strategic partnership to the Client Experience Team in order to improve, streamline, and digitize workflow to simplify and elevate the client experience ensuring highest levels of client satisfaction, as well as improve profit margins.In addition, I currently oversee our newly created E-Commerce order processing team, utilizing Magento, Braintree, Smartsheet, and JD Edwards daily for the back end order management of all Online Store Orders.

Danbury, Ct

As Director of Client Services & Channel Support, I was responsible for leading a team of passionate, service driven individuals who are on the front lines of delivering service excellence to our clients each and every day. The Client Service Team was responsible for all service inquiries through our main phone queue, where we focused on first call resolution. Our team managed inquires delivered through the queue, assisting the client to the extent of their skill set prior to transferring to other service teams for assistance. Our Client Service Associates also managed the processing and managing of orders generated from our online store, Boutique Partners, service parts and warranty orders, returns & credits and all employee orders.My responsibilities in overseeing the Client Service Team included documenting our returns process, the phase 2 development of our newly installed Oracle Service Cloud software for our Service Teams, the implementation of new scorecards for all Cisco phone metrics and analysis, as well as the Project Management of an ongoing service outreach effort to our clients.In addition, I was responsible for leading our Channel Support Team and was responsible for the daily Sales Operations of our Residential Showrooms.

Danbury, Ct

As Director of Channel Support, I was responsible for leading a team of incredibly talented individuals, and collectively we were the liaison between all Sales Channels of business and the Corporate Headquarters. We worked closely with all departments at our Corporate Headquarters to ensure all communications and processes were accurate, timely, and seamless in execution. We partnered with all Sales Channels with exciting sales incentives and promotions and provide any support they may have needed to assist in their selling efforts in the field each and every day.My responsibilities included the implementation and training of our newly installed Oracle Sales Cloud CRM software for our Sales Teams and the roll-out of the metrics and data analysis opportunities that were available through this new system, as well as the implementation and training of our new KWI mPOS system in all showroom locations.

Danbury, Ct

As Senior Manager of Channel Support, I worked to build a team to support the daily operations of our Sales Teams and developed a variety of incentives and promotions to keep the sales efforts exciting. In 2013 I successfully designed, developed and launched a new intranet for our organization which is now the "go-to" internal resource for all associates. All employees are now able to find the information they need to effectively and efficiently perform their jobs on a daily basis.

Financial Accounting

Project Management Professional (Pmp)

Bsba Emphasis In International Business, Finance, Economics

London School of Economics - Study Abroad Summer 1998

Diploma