Anastasia Shannon

My expertise lies in successfully enhancing customer response strategies, innovating new processes, and managing overall customer service functionality to maximize loyalty, productivity, and growth to surpass expectations. Throughout my career, I have developed and led staff training programs, supervised workforce and performance analysis, and directed strategic projects and initiatives to accelerate revenue growth while slashing costs. Additionally, my success in coaching and leading customer-centric teams positions me to make a significant impact on your organization.

The following achievements demonstrate my qualification for this position:

• Increasing productivity by more than 85%, decreasing handle time by 34%, and cutting average time to answer by 66% through targeted representative coaching and development in most recent position as Customer Service Manager for Ready or Not Industries.
• Analyzing call center and staff performances—including metrics and KPIs— and implementing new processes, programs, and initiatives to stimulate improved operations and service levels.
• Creating and presenting new-hire, ongoing, and leadership development training sessions on topics such as customer service soft skills, new product launches and sales techniques.
• Consistently earning recognition from management, peers, and customers for outstanding achievements in customer service and commitment to top-flight quality.
• Record of success in complementary skills including inside hardware / software management, project management, and procedural development and establishment.

My proven dedication to ensuring outstanding call center productivity while optimizing customer service, loyalty, and retention will contribute immensely to the success of your business. Thank you for your consideration; I look forward to speaking with you soon.