Shannon Harrop Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Seattle, Wa, Us

Seattle, Wa, Us

• Led and supported implementation projects of a highly configurable SaaS-based warehouse management system (WMS) / Production Management System (PMS)/ ERP for clients in the Food and Beverage Industry. • Gathered client requirements to help determine project scope. Strategized and provided solutioning, configuration, and training while working to ensure projects stayed within budget.• Led product training and demos to both individuals and large groups in either on-site or remote settings. Provided additional follow-up and support to clients during a UAT period for each project. • Wrote and provided each client with unique documentation based on their uniquely designed configuration to match their process flow within our system.• Worked with external project partners to facilitate and manage ERP integrations (NetSuite).• Managed over 20 clients a year. Projects range from new product implementations to short-term projects for existing clients. Project load ranged from 2-7 concurrent clients at a time.• Met and exceeded target billable percentages.

New York, Ny, Us

• Provided personalized onboarding, training, implementation, and on-going product support of McGraw Hill’s digital products (SaaS) to academic professionals via Zoom, phone, and e-mail.• Facilitated trainings ranging in size from individual sessions to large group sessions with over 100 attendees. • Worked closely with over 25+ Sales Representatives to help manage a portfolio of colleges/universities across the country to ensure successful implementation from start to finish. Used Salesforce for tracking.• Shared feedback with McGraw Hill product teams and helped initiate improvements on products and customer-facing documentation.• Worked remotely with limited supervision for 2 years.

New York, New York, Us

• Back office support for deposit operations with Goldman Sachs new fintech startup, Marcus.• Relocated with firm from Iowa to assist with building of teams in Salt Lake City, UT and Dallas, TX.• Assisted with creation of standard operating procedures and updating existing processes while balancing compliance requirements with a customer centric focus.• Provided support with training, coaching, audits, and scheduling of team as it grew from a team of 7 to over 30 agents split between multiple business sites as a subject matter expert.• Served as a liaison between Legal and Litigation teams. Reviewed legal documents and assisted in processing of levies, power of attorney requests, and processes involving deceased depositors.• Reviewed work and processed financial transactions of peers (ACH, wires, official checks, and internal transfers) to meet compliance requirements via audit process.

New York, Ny, Us

• Provided follow-up support for escalated customer experience issues requiring further research and investigation prior to resolution.• Used negotiation skills to lead center in metrics involved in cost containment of company while focusing on customer loyalty.• Implemented pro-active strategies to increase metrics, and successfully mentored peers to achieve their own success.• Traveled to events to organize, set up, and distribute tickets to fans at temporary StubHub locations as part of the Last-Minute Services team.

Orlando, Fl, Us

• Mentored associates, and handled all escalated contacts for owners requiring assistance with their needs in reservations, financial accounts, and resort inventory allocation. • Worked directly with contacts either on-site at a resort, at a corporate level or with third party vendors to resolve issues as needed.• Worked with team to create standard operating procedures and compensation guidelines during major company shift in product offering.• Serviced and sold traveler insurance policies to owners.

San Francisco, California, Us

• Assisted customers, and provided direct guidance to other tellers in identifying and pursuing legitimate sales opportunities, and provided approval for high level and/or complex transactions. • Managed scheduling, and provided in-house technical support for branch• Represented branch in weekly district meetings, and developed a way to gauge customer service scores to increase our overall customer satisfaction from a 65% range to an 85% level. • Received recognition for high level sales and was listed within the top 10% of tellers in the greater Los Angeles region.

Bachelor’S Degree, Psychology

Associate Of Science - As