Shawn L. Feemster
Evans
Summary
Dynamic and results-driven Account Manager with over 15 years of expertise in client success and customer experience, specializing in healthcare, compliance, and technology sectors. Proven ability to manage comprehensive client relationships from onboarding to renewal, delivering actionable insights that drive product utilization and strategic outcomes. Recognized for exceptional communication skills and a polished executive presence, fostering trust and satisfaction in fast-paced environments. Committed to enhancing customer experiences through effective collaboration, conflict resolution, and continuous process optimization.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
NWN Carousel
02.2023 - 05.2025
- Supported adoption of SaaS-based Experience Management Platform (EMP), increasing adoption by 32% through user training and optimization, technical support, and customer success enablement. Partnered with cross-functional teams to optimize workflows in ServiceNow.
- Reduced resolution time by 18% by improving workflows.
- Led enablement initiatives across SaaS platforms (ServiceNow, Power BI) by providing onboarding, training, and ongoing system support, ensuring measurable increases in system engagement.
- Oversaw contract compliance and service delivery reporting for vendor relationships.
- Partnered with telecom and network teams to analyze call data, bandwidth usage, and service metrics: translated findings into client-facing insights that reduced escalations and improved operational reliability.
- Provided Tier 1–2 technical support and administered customer satisfaction surveys, integrating feedback into KPI dashboards that improved engagement scores by 15% and reduced escalations.
- Remote
Account Manager
ADP
10.2018 - 02.2023
- Managed a $1.1M Book of Business, collaborating with Implementation, Benefits, Payroll, and HR teams to deliver compliant, timely reporting.
- Conducted account reviews, identifying risk, mitigate compliance gaps, and guiding clients through IRS reporting processes (1094-C/1095-C).
- Supported HIPAA compliance efforts by advising clients on secure data handling practices, ensuring adherence to privacy and data protection standards, which directly relate to cloud security protocols.
- Delivered Tier 1 technical and compliance support through ADP Workforce Now (SaaS HR/Payroll platform) and benefits systems, resolving client issues.
- Ensuring ACA reporting compliance and reducing payroll errors by 12% through proactive troubleshooting and process improvement.
- Guided client-specific projects, including forecasting and negotiations, to ensure accurate, compliant, and timely reporting in alignment with IRS requirements.
Trust Officer/Supervisor
The Northern Trust Company
10.2004 - 11.2014
- Communicated daily with account administrators, clients, and partners in other areas of the bank regarding all issues related to clients' accounts.
- Directed audits, reconciliations, and operational reviews to resolve discrepancies and strengthen compliance controls.
- Recognized as an SME (Subject Matter Expert) in the interpretation of policies and procedural guidelines required for processing complicated transactions, or generating related reports.
- Reduced end-of-month reconciliation time by 20% through workflow improvements and error-prevention steps.
- Monitored workflow and supervised day-to-day operations to ensure timely and accurate completion of work.
- Monitored open Service Level Requests to ensure Service Level Agreements are met or exceeded.
- Managed trust account administration, ensuring compliance and adherence to regulatory requirements.
- Boosted team SLA compliance to 98%, ensuring consistent delivery of time-sensitive financial tasks.
Education
Master of Science - Information Technology
Keller Graduate School of Management
Lilse, IL06.2025
Master of Science - Information Security
Keller Graduate School of Management
Lilse, IL07.2024
MBA - Business Administration
Keller Graduate School of Management
Lisle, IL04.2022
Bachelor of Science - Technical Management
DeVry University
Lilse, IL12.2019
Skills
- HIPAA compliance oversight
- Client relationship management
- Contract administration
- Client relationship management
- Customer experience optimization
- Data analysis
- Data-driven forecasting
- Implementation strategies
- Customer renewal strategy
- Project planning
- IT technical support
- Telecommunications management
- Proficient in Microsoft Office Suite
- Workflow optimization
Certification
Georgia Notary 05/2026
Timeline
Customer Experience Manager
NWN Carousel
02.2023 - 05.2025
Account Manager
ADP
10.2018 - 02.2023
Trust Officer/Supervisor
The Northern Trust Company
10.2004 - 11.2014
Master of Science - Information Technology
Keller Graduate School of Management
Master of Science - Information Security
Keller Graduate School of Management
MBA - Business Administration
Keller Graduate School of Management
Bachelor of Science - Technical Management
DeVry University
ADDITONAL EXPERIENCE
- TCF Bank – Reconciliations Clerk (11/2005 – 07/2006)
- Federal Reserve Bank of Chicago – Financial Services Representative (05/2004 - 10/2004)
- General Motors Electro-Motive – Account Management Coordinator (11/2003 – 05/2004)
- American Express – Quality Analyst, Research Analyst, Accounting Clerk – (09/1990 - 03/2003)