Shawnte Bailey, Mba, Cpp Email & Phone Number

Greater Atlanta Area

• Serves as a primary advocate in bridging the gap with the Team Leads in Mid-Market and Enterprise; facilitates discussions that lead to all teams following consistent processes/procedures and executing Ultimate goals in a united effort • Key contributor on different initiatives to improve the Account Manager job function for both Mid-Market and Enterprise• Directed a team of 10 Team Leads in investigating existing knowledge and process gaps in order to create “How to Guides” that will assist all Account Managers to support the company’s new support model initiative • Provides coaching and support to 11 Account Managers• Ensures that my specific Enterprise team understand the ‘why’ with bridging the gap between Mid-Market and Enterprise functional processes• Assisted in developing and implementing a framework of processes to improve teamwork, this resulted in the team meeting the quarterly metrics and allowed them to bonus 33% higher in 3rd quarter 2015 than the quarters before

Greater Atlanta Area

• • Managed 15 strategic and highly visible customers • Applied analytical and troubleshooting skills with the ability to know when to escalate or seek assistance from SMEs• Provided one-on-one coaching to Customer Success Professionals, frontline customer associates; and, served as the escalation point • Approached sensitive customer conversations in a professional and timely manner• Monitored client satisfaction results and identified team opportunities to work together and improve the overall experience

Greater Atlanta Area

• Account manager for 28 clients with an employee base of ranging from 500 – 1000• Develop solutions and recommend appropriate action to prevent recurrence when possible• Maintains list of active customer projects relating to suite of products, offer suggestions and provide assistance and guidance for solutions • Hold regular status meetings with customers • Call ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates • Consistently display the highest levels of professionalism

Greater Atlanta Area

• Helped retain 28% of our current book of business in the past 12 months • Proactively manage 23 clients, that bill 10K a month or more• Responsible for handling high-risk clients • Identify root causes of customer issues, develop solutions and recommend appropriate action to prevent recurrence when possible• Run SQL test scripts, perform system maintenance and testing• Assist with benefit plan set-up, garnishments, open enrollment and benefit calculations

Greater St. Louis Area

Analyzed claims, made by the ex-employees of our clients, by reviewing data provided by vendors, investigative telephone calls, internet or offical documents in an effort to prove client should not be responsible for paying unemployment. Communicated with clients on a corporate level and representatives from many states on unemployment claims and/or issues.Attended judicial court hearings as a representative for my clients via phone. Strived daily to exceed the expectations of my clients while working hard to keep their unemployment tax rate low.

Responsible for the training of all new hires in the Title Search DepartmentConducted 15 hours a week in side-by-side and classroom training using title manualFormally key processor for special loans within departmentResponsible for all in house client loans, collection of required loan data/information, accurate and timely storage and coordinating final closing process Researched payoff discrepancies, funded loans and cut disbursement checksProcessed over daily department quota of 48 loans, consistently Provided customer service and technical assistance to agents with system problemsExtensive spreadsheet and special project handling

Masters, Business Administration

Bachelor Of Science, Business Administration And Computer Information Systems