Customer Relationship Management

Areas of Focus: Customer Relationship Management (CRM) Database Management

Staff Training and Supervision Project Planning and Execution Research Website Maintenance Project Management

Data Analysis, Migration, and Consolidation Workflow Management Administrative Procedure Business Intelligence

Summary

Versatile, highly organized, and performance-focused professional equipped with experience in database administration, information gathering, documentation, reporting, project management, policy/procedures development, and client service. Highly skilled at prioritizing and completing multiple responsibilities within set deadlines, working with cross-functional teams, supporting numerous system users, and resolving complex issues. Willing to travel.

Professional Experience

Malware Patrol, St. Petersburg, FL

CRM Assistant (Remote) Contract Jan 2021–Dec 2021

Utilized LeadGrabber, Hunter, NeverBounce, and advanced internet search techniques in the acquisition of new contracts, as well as Agile CRM in the maintenance of existing and new contacts.

Held responsible in creating marketing campaign introductions based on extensive market research and writing blog articles on assigned cybersecurity topics.

Used Divi through WordPress in developing and maintaining the company website.

Generated company wiki on TWiki.

Dragon Shell, LLC., Pensacola, FL

Managing Member Mar 2018–Present

Oversee the performance of contractors and partners to support the fulfillment of the organization's mission and objectives.

Identify organizational scope and parameters, including types of properties, geographic locations, project timelines and number of projects, and expected return on investments.

Devise and execute a lead generation plan to determine potential real estate purchases.

Manage the interview and hiring of contractors, real estate agents, property management personnel, and other professionals to achieve organizational goals.

Register a new business with the Internal Revenue Service (IRS) and establish accounting and reporting procedures.

Develop and manage program and project budgets.

Apply analytical skills in reviewing contracts to ensure accuracy and completeness.

Stout Risius Ross, LLC., Philadelphia, PA

CRM Research Assistant (Remote) Oct 2018–Nov 2019

Employed keen attention to detail in analyzing, updating, and organizing company records using HubSpot.

Managed and maintained contacts using properties and lists.

Assisted with the completion of time-sensitive inter-departmental projects.

Worked closely with company assistants or managers to provide required data or remove unnecessary contacts.

Secured missing contact information utilizing Zoom, Hunter, and advanced internet search techniques.

Tracked past purchases, shell companies, and subsidiaries by studying company history.

Dreamspinner Press, LLC., Tallahassee, FL

Administrative Assistant Editorial Assistant Submission Review Specialist (Remote) Feb 2011–Aug 2017

Instituted a comprehensive set of structured processes for the Series Department that boosted operational consistency, efficiency, and productivity.

Introduced new innovative system to simplify the selection of submitted manuscripts for publications.

Exemplified outstanding performance in identifying customer interests and providing targeted book recommendations, thus earning selection to oversee convention booth sales.

Organized and led the successful company conference in New York City in 2012.

Provided publishing and administrative support to a publishing group of three companies, namely Dreamspinner Press, Harmony Ink Press, and DSP Publications.

Performed original descriptive cataloging, subject analysis, and specialized information classification for recording across multiple databases.

Conceptualized and implemented long-range automation plans for the company's database.

Reviewed all data to ensure accuracy and consistency across multiple platforms and databases.

Evaluated more than 50 monthly submissions to determine publishable and marketable material.

Identified and reported book data such as series, cataloging codes, categories, keywords, author, number of pages, book type, artist, and price.

Worked as an administrator for the Series Department, as well as Advent, Daily Dose, and smaller anthology publications.

Coordinated with multiple departments’ personnel to facilitate cross-functional training and support continuity of operations during employees’ absences.

Managed cataloging and reporting of book data that exceeded a thousand newly published books per year.

Coordinated with multiple teams to ensure timely publication, synchronized team effort, accurate data, and efficient filing of all appropriate documents.

Earlier Career

University of West Florida, Pensacola, FL

Clerical Aide Student Assistant, Parking and Transportation Services Department

Library Assistant – Student Position, John C. Pace Library Circulation Department

Education

Master of Science in Library and Information Studies, May 2012

Florida State University, Tallahassee, FL

GPA: 3.98

Master of Arts in English with Specialization in Creative Writing, Aug 2009

University of West Florida, Pensacola, FL

Bachelor of Arts in English and Creative Writing, Aug. 2005

University of West Florida, Pensacola, FL

University Honor Program Scholar

Professional Development

Certification

Reference Services Certification Information Architecture Certification

HubSpot Sales Software Certified HubSpot Inbound Certified

License

American Library Association Accreditation

Award

International Exchange Program Participant – Osaka Communication Arts College, 2004

Activities

Core ALA Continuing Education Naka-Kon Annual Anime Convention Valdese Public Library Volunteer

Cat Fosterer

Technical Skills

Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) HubSpot Google Docs Google Sheets Java HTML XHTML Cascading Style Sheets (CSS)

Publications

Shell, S. (2021). Best Practices to Protect against Ransomware. Retrieved from https://tinyurl.com/ProtectAgainstRansomware

Shell, S. (2009). Morning Glory. Retrieved from http://etd.fcla.edu/WF/WFE0000181/Shell_Shannon_Claudia_200908_MA.pdf

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