Shannan Zinnert
Juliette
Summary
Experienced with team leadership, operational management, and strategic planning. Utilizes strong interpersonal and organizational skills to drive departmental success. Track record of enhancing team performance and implementing process improvements.
Overview
16
16
years of professional experience
Work History
Department Supervisor, Title Procurement
RB Global
07.2024 - Current
- Improved staff productivity with targeted training and support.
- Increased customer satisfaction by resolving issues promptly and effectively.
- Supported employee development with performance reviews and feedback.
- Fostered positive work environment, encouraging open communication and collaboration.
- Resolved conflicts to maintain a harmonious and productive work environment.
- Analyzed performance metrics to identify areas for improvement and growth.
- Managed team of 14 employees, delegated tasks and held each employee accountable for completing assignments.
Department Supervisor, Loan Payoff Call Center
RB Global
01.2024 - 06.2024
- Led departmental training sessions for enhancing staff skills and knowledge.
- Increased efficiency with streamlined workflow processes and resource allocation.
- Conducted performance reviews, motivating team members to achieve set goals.
- Implemented new strategies to improve customer satisfaction and service delivery.
- Managed inventory effectively to reduce waste and optimize resource use.
- Developed training materials to support staff development and skill enhancement.
Department Supervisor, Title Procurement
IAA
05.2023 - 12.2023
- Enhanced team efficiency by streamlining department processes and workflows.
- Coordinated daily operations for seamless department functionality.
- Improved staff productivity with targeted training and support.
- Increased customer satisfaction by resolving issues promptly and effectively.
- Supported employee development with performance reviews and feedback.
- Fostered positive work environment, encouraging open communication and collaboration.
Senior Total Loss Customer Care Associate
IAA
08.2022 - 05.2023
- Enhanced customer satisfaction by addressing inquiries and resolving issues efficiently.
- Assisted customers with document completion to ensure timely resolution of files.
- Handled customer complaints professionally to maintain service quality by identifying the concern, empathizing with the customer, and addressing the problem.
- Improved call handling time, managing customer interactions swiftly.
- Managed time to ensure completion of daily tasks while assisting the team as needed.
Telephone Representative II
GEICO, Government Employees Insurance
11.2008 - 09.2018
- Communicated with clients by phone and email to answer questions and offer services
- Participated in Customer interviews, observed questioning process and documented information
- Decided whether claims can be negotiated with attorneys and the customers
- Recommended settlement offers and negotiated payment
- Collected data for insurance claims through release documents and bodily injury assessments
Education
Bachelor of Science - Business Management
Penn Foster College
Long Distance Learning05-2027
Disbursing Technican -
Southwest High School
Macon, GA05.2005
Skills
- Customer Follow-Up
- Time Management
- Administrative Functions
- Team Building
- Conflict resolution
- Team leadership
- Performance management
- Process improvement
- Employee development
Timeline
Department Supervisor, Title Procurement
RB Global
07.2024 - Current
Department Supervisor, Loan Payoff Call Center
RB Global
01.2024 - 06.2024
Department Supervisor, Title Procurement
IAA
05.2023 - 12.2023
Senior Total Loss Customer Care Associate
IAA
08.2022 - 05.2023
Telephone Representative II
GEICO, Government Employees Insurance
11.2008 - 09.2018
Bachelor of Science - Business Management
Penn Foster College
Disbursing Technican -
Southwest High School
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