Shawna Williams

• Helped to increase company margin for engagements • Owned the accounts with the most improved gross over a year (Apex & Veeva) • Responsible for recruiting, sourcing, and follow-up with suppliers • Recognized as top account sourcing specialist from July 2024-August 2024 • Responsible for building and maintaining strong supplier and client relationships • Leader in customer service and recognized by my peers for excellence in customer service and teamwork

• Provided technical support by troubleshooting website issues and resetting customers' passwords. • Remoted into The Client’s PCs to install software and provide training for the staff on its features. • Managed support cases and made outbound calls to resolve technical and payment-related issues for dental offices. • Responsible for business retention and followed up with companies to ensure their satisfaction with our company software.

• Trained new hires and developed training materials to ensure smooth onboarding. • Acted as a stand-in team lead, providing support and guidance to call center agents. • Resolved escalated customer issues and managed cases using the company's CRM system. • Processed phone payments and ensured accurate data entry daily. • Recognized for being a positive employee with the best attendance

• Coordinated home improvement projects by liaising between customers, installers, and stores. • Resolved customer complaints and escalations, ensuring projects were completed to satisfaction. • Managed data entry, call documentation, and payment processes using Salesforce CRM. • Ensured adherence to SOPs while providing solutions to project-related issues.

• Created and delivered training materials for new hires in remote and in-person settings (class sizes: 30-60). • Trained agents to handle high-volume inbound calls, ensuring excellent customer service and adherence to SOPs. • Followed up with trainees to ensure retention and performance improvement. • Developed Excel sheets for attendance tracking and training metrics.