Shuan Malone

Professional Summary

Quality oriented professional with a strong background in call center, phone sales, retail operations, project and account management with top organizational skills. Reliable and consistent record of meeting and exceeding goals in the best interest of any business or organization. Energetic, creative employee with top customer service and interpersonal skills including sales and management. Excellent communicator with a proven track record of building a strong customer rapport.

Professional Experience

Computershare- Shelton, CT Mar 2017- Present

North American Client Services Supervisor

Leads mentors and coaches a team of Client Service Administrators responsible for troubleshooting SaaS products for Governance Services Software.

Conducts daily resource planning in order to meet client service requirements on a book of business of over 350+ clients.

Ensures that the appropriate processes and procedures are developed for the team and that the controls in place are working effectively to ensure they mitigate risk to the business.

Act as escalation point for client issues.

Implemented new system for tracking team performance and goals.

Supervised and managed resources for software testing before go live date meeting all deadlines set for team.

Oversee new client implementations and upgrades to ensure the team completes projects on time.

Communicates with peers in other business units regarding client expectations and the team’s performance to ensure high quality of service is provided.

Responsible for communications between client and product staff developers.

Completes scheduled performance appraisals.

Acts as Relationship Manager between clients who have no direct CSR is assigned.

Hoffman Engineering-Stamford, CT July 2015-Nov 2016

Inside Sales –Customer Service/Sales Coordinator Lead

Oversee and manage the day to day activities of the inside sales/customer service department.

Plan, prioritizes and delegate work tasks to ensure department is running properly.

Develop and implement customer service standards.

Review and assess quotes before sending out to customers.

Review customer complaints to determine if they need next level review.

Handle complex and escalated service issues and customer complaints.

Co-ordinate and manage customer service projects and initiatives.

Conduct sales efforts to ensure orders are shipped on time.

Run reports to project sales goals.

Co-ordinate outbound sales campaigns to boost sales of current customers.

Manage multiple projects needed to close sales. Keeping projects on schedule assuring customer orders ship on time.

Westport PAL Basketball-Westport, CT Oct 2006-Sept 2017

Paid Head Coach/Board Level Senior Coach

Teach youth from grades 5-8 technical skills to play basketball as a paid coach

Conduct one on one lesson during off-season for players.

Sit on the board as senior coach to assist and participate with the program budget and fundraising for program.

Set game schedules for the season

Conduct training for the programs entire coaching staff of 16

Lead Qual-Shelton, CT Mar 2014-Sept 2014

Internet Response Team Manger (Call Center/Customer Service Manager)

Facilitator to all Call Center managers in day-to-day operations.

Managed a staff of over 25 Office Services Specialists. Assisting with monitoring others in California location.

Practiced and ensured compliance with all company policies and procedures.

Resolved escalated problems and complaints.

Inbound Call Management. Decreased answer time from 10 seconds to 5 seconds.

Developed individual and team goals and implemented plans to carry out objectives.

Perform real-time quality checks of agent call handling, both on floor listening and daily random recording.

Minimum one call for 1/3 of agents per day (live or recorded) with immediate verbal feedback provided to agent.

Prepared and developed schedules to control adequate staffing levels

Smiths Detection-Danbury, CT Aug 2012-Feb 2014

ReachBack Supervisor (Call Center Supervisor)

Responsible for organizing and coordinating all Call Center personnel and activities.

Tracked and reviewed system faults using Aastra software system.

Created Quality Assurance Program and ensured 100% quality was maintained in audits.

Collected, analyzed and reported on operations information in support of process, systems and policy redesign

Analyzed and prepared monthly KPI reports for call center.

Ensured the staff acquired the appropriate support and training to apply the best skills and knowledge on the job.

Built structure for 24/7 phone coverage. Decreasing call abandonment rate down to 2%. 1.5% better than goal of 3.5%.

Maintained an average speed of answer rate of 4 seconds. 1 second better than goal of 5 seconds.

Created and executed action plan for call routing through answering service to ensure after-hours call center coverage.

Maximized customer up time by providing help desk resources and technical advice 24-7.

Developed individual and team goals and implemented plans to carry out objectives.

Consistently managed team to meet or exceed average talk time of 6 minutes.

Implemented project action plans for customer system upgrades.

Previous Relative Employment

Pitney Bowes- Shelton, CT Jul 2007- May2010

Sales Manager/Call Center Supervisor(Supply Line)

Hamilton/Dooney & Bourke-Norwalk, CT Nov 2011-Feb 2012

Temp CSR/Catalog Sales Rep (Call Center)

Ethan Allen-Danbury, CT Sept 2014-Dec 2015

Temp Customer Service Rep

Education

Devry Institute of Technology-Decatur, GA 1998-2001

Associates degree computer sciences.

Villanova University-Villanova, PA 2013-2014

Master Certificate in Applied Project Management

Essentials of Project Management

Mastering Project Management

MOBILE 203-***-**** • E-MAIL ac454j@r.postjobfree.com

116 HOYTS HILL • BETHEL, CONNECTICUT 06801

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