SHANNON T. WINTERS
Lumberton
Summary
Dynamic Customer Care Manager with proven expertise in project management and team leadership at LUMEN Technologies. Achieved 80% network readiness for Dish Wireless ahead of FCC deadlines. Recognized for operational support excellence, leveraging data analysis to drive performance improvements and enhance customer satisfaction.
Overview
25
25
years of professional experience
Work History
CUSTOMER CARE MANAGER IV, WHOLESALE
LUMEN Technologies
01.2021 - Current
- Company Overview: http://www.lumen.com
- Program Management for NNI implementation for Dish Wireless, Verizon and AT&T
- Met FCC deadline to have 80% network ready for Dish Wireless 2023
- Recognition from Dish Wireless, Verizon and AT&T
- Awarded (OSP) Operational Support Provider in 2019, Jeff Story
- Http://www.lumen.com
LEAD SUPERVISOR, CUSTOMER CARE
Teleperformance USA
Louisville
01.2014 - 01.2016
- Coordinated, supervised and accountable for daily/weekly/monthly activities of 20+ team members for Startup 800+ seat call center in Banking Industry
- Identified and resolved operational issues using defined processes, expertise and judgement of business, client support, technical, production teams while offering support to Work Force Management (WFM) for floor control and coverage
- Development and mentoring of 35+ Supervisors for daily Supervisory role and management responsibilities
- Attend internal/external calibration meetings to ensure monitoring is consistent within sites and meeting client expectations
SUPERVISOR, CUSTOMER CARE/SALES
Insight Communications
Louisville
01.2008 - 01.2010
- Managed 15 Customer Care Representatives on quality and sales with development through one-on-one coaching and providing team training on new products and services in billing/repair department
- Improved team to 85% average monitoring score and increased sales by over 60%
- Initiated new monitoring procedures for efficient coaching with a focus to upsell opportunities
- Ensure all customer service issues are addressed and resolved in a timely manner; communicated unresolved issues to Operations Manager and/or other departments for repair escalations
SALES SUPERVISOR
Norlight Communications
Jeffersonville
01.2005 - 01.2008
- Development of 7 outside agents on sales and products for Cisco on Multi-location for Businesses
- Awarded ‘Rookie of the Year’ for outstanding performance
- Analyzed problems and delegated appropriate resolution to achieve customer satisfaction
- Established new accounts for voice/data services that included VoIP, MPLS, Fiber and Cisco hosted products
SENIOR ACCOUNT EXECUTIVE
Network Telephone Corporation
Louisville
01.2000 - 01.2005
- Consistently met or exceeded monthly sales quota in a highly competitive market for Telecommunication services to Businesses
- Traveled on-site to prospective clients to discuss projects and market the business
- Excellent at handling issues by becoming involved at the onset and working closely as a liaison between customer and company until the issue was satisfactorily resolved
- Engaged through installation process to ensure smooth implementation of products and services to clients
Education
Associate of Science - Pharmacy
Sullivan University
Louisville, KY01.2013
Communications -
University of Louisville
Louisville, KY12.1996
Skills
- Project management
- Network readiness
- Operational support
- Data analysis
- Customer service
- Team leadership
Timeline
CUSTOMER CARE MANAGER IV, WHOLESALE
LUMEN Technologies
01.2021 - Current
LEAD SUPERVISOR, CUSTOMER CARE
Teleperformance USA
01.2014 - 01.2016
SUPERVISOR, CUSTOMER CARE/SALES
Insight Communications
01.2008 - 01.2010
SALES SUPERVISOR
Norlight Communications
01.2005 - 01.2008
SENIOR ACCOUNT EXECUTIVE
Network Telephone Corporation
01.2000 - 01.2005
Associate of Science - Pharmacy
Sullivan University
Communications -
University of Louisville
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