Management Customer Service
Resume:
Shawni L. Jackson-Triggs, PhD, MBA, CTACC
Greendale, MO 63121
aca4k5@r.postjobfree.com
ACADEMIC PREPARATION:
Ph.D. in Organizational Management, Capella University (2007)
M.B.A in Business Administration, Webster University, St. Louis, MO (1999)
B.A. in Sociology and Anthropology, Truman State Universit y, Kirksville, MO (1996)
CTACC Certified Life Coach, Coach Training Alliance (2012)
PROFESSIONAL EXPERIENCES:
Owner, 2007 – Present
SLJ Consulting & Coaching, LLC
- Business & Life Coaching (individual & group) including Asthma Awareness
- Business Development
Assist people to start small businesses
Assist with Change Management, Organization Behavior &
Development
Create Change Management & Organizational Behavior Assessments
- Instructional Consulting
Provide Instructional Designing for clients
Subject Matter Expert on Instructional Video’s
Provide educational consultation for clients
Financial Advisor Business Coach, 2013
Edward Jones
- Coached and mentored new Financial Advisors who started their own branch
Adjunct Faculty, 2012 – 2013
Br yan Universit y
- Taught online Business Management classes
- Created an online Human Resource Management class
Co-Director for the Bob Virgil Center of Entrepreneurship, 2009 – 2012
Harris-Stowe State University, St. Louis, MO
- Provided small business start-up consultation
- Coordinated and presented Entrepreneurial workshops
- Facult y Advisor for the HSSU Entrepreneurship Club
Assistant Professor of Business Administration, 2007 – 2013
Harris-Stowe State University, St. Louis, MO
- Taught Business Administration classes with a focus in Management, Human
Resources & Entrepreneurship
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- Facult y Advisor for Regional Business Council (2007-2012)
- Taught online Business classes in Introduction to Business and Organizational
Management & Behavior
- Served on the General Education Advisory Council (2007-2011)
- Served on the General Education Technology Committee (2011-2013)
- Co-chaired the Business Technology Committee (2011-2013)
- Served on the Statewide Board of Education Council (2009-2010)
Adjunct Faculty, 2007 – 2012
Northcentral Universit y
- Taught Organizational Development & Behavior Management Classes online
Business Analyst, 2007
Integrit y Consulting, St. Louis, MO
- Worked as a Contractor to create and analyze engineering reports for
GMAC On-Star Product
- Applied structured methodology and led change management activities
- Created communication and training efforts
- Integrated change management activities into project plans
Technical Writer & Editor, 2005 – 2006
Spherion Consulting Firm, O’Fallon, MO
- Worked as a Contractor creating Business manuals for MasterCard
International
- Evaluated and ensured user readiness, coordinating efforts with other teams
and specialists
Adjunct Faculty, 2003 – 2009
Fontbonne Options Program, St. Louis, MO
- Taught Microsoft Office 2000 and XP classes
- Taught Human Resources Management classes
Technical Writer, 2004
Kelly Mitchell Consulting Firm
- Worked as a Contractor creating technical documents for Southwestern Bell
- Supported the execution of change management plans and enforced acceptance
of necessary changes
Business Analyst, 2004
Reuters, St. Louis, MO
- Analyzed processes and procedures of products
- Created Service Order Procedures in support of the business operations
- Trained the Service Order Procedures to a staff of 200
- Analyzed the quality trends of the business
- Created and stored Best Practices in the Knowledge Management Database
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Technical Trainer, 2003 – 2004
APAC Customer Services, St. Louis, MO
- Provided Managed Services to Reuters America Customer Relations Model
Center (CRMC)
- Integrated change management activities into the project plans
- Developed documentation to train the staff of the Model Center
- Project Managed the Knowledge Center Database for the St. Louis CRMC
- Assisted Quality Coaches with feedback and a training program
- Assisted Workforce Services with training of the line adherence software
Regional Training Manager, 2002 – 2003
Mpower Communications, St. Louis, MO
- Developed T1 circuit and DSL processes
- Trained T1 Pre-FOC and DSL Provisioners on processes and s ystems
- Developed New-Hire Training Materials
- Trained New-Hire Classes
Technical Trainer I, 2001
MCLEODUSA, St. Charles, MO
- Developed and designed documentation to train 50 Circuit Design Engineers
& Provisioning Coordinators
- Trained Access Service Request (ASR)
- Trained the fundamentals of circuits and switches for technicians
- Developed, wrote, and delivered materials for soft skills training i.e. customer
service training, telephone etiquette to 150-200 staff
- Trained 2 s ystems: F&E and AS400/Supertracker to over 100 employees
- Taught (IVR) to 100 people
Training Specialist, 1999 - 2001
CONVERGY’S CORPORATION, Hazelwood, MO
- Trained over 1000 Sales Representatives on AT&T Systems
- Taught Sales, Customer Service Skills, and Professional Development to over
1000 Sales Representatives
- Transitioned 1000 new hired Sales Representatives to the production floor
- Created job aides to assist with the learning process of the Sales Department
- Coached and developed existing representatives to improve their call quality
and selling skills
Instructor, 1999
SANFORD – BROWN COLLEGE, Hazelwood, MO & Granite City, IL
- Courses Taught Pa yroll Accounting, Investments for Success,
College Math and Business Math
PUBLICATIONS
-Jackson, Shawntalice L. 2007. “Program Effectiveness of Job Readiness Training: An
Analysis and Evaluation of Selected Programs in St. Louis, Missouri”. United States
Library of Congress.
-Jackson-Triggs, Shawni. “Nothing But the Best for Charlton” the ma report, July/August
2012 Volume 27 Issue 4
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PROFESSIONAL & NATIONAL ORGANIZATIONS
- Allergy & Asthma Network Mothers of Asthmatics (AANMA)
- Delta Sigma Theta Sorority, Inc., St. Louis Metropolitan Alumnae Chapter (Diamond
Life Member)
o 2nd Vice-President of Programs, Planning & Development (2012 – 2014)
- Kappa Alpha Psi Fraternity, Inc. Silhouettes
- St. Louis Business Diversity Initiative Fellows Alumnae, St. Louis, MO
- Top Ladies of Distinction, Inc., St. Louis Chapter
o Recording Secretary (2013 – 2015)
o Bylaws Chair (2013 – 2015)
o Community Partnership Chair (2013 – 2015)
AWARDS & RECOGNITIONS
- Who’s Who in Black St. Louis (2005, 2011)
- Inaugural Class of the St. Louis American Salute to Excellence Professionals Under
40 (2011)
- Top Ladies of Distinction St. Louis Chapter Status of Women Unsung Heroine
Humanitarian Award (2012)
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