Call Center General Manager

Shannon Kline

Bethel Park, PA ***** 412-***-**** *******.*****@*****.***

Summary of Qualifications

● Seven years of experience in a fast growing environment with work focusing on system migrations, operational system management, and managed IT services for onboarding and offboarding employees

● Experience with operational compliance with governmental organizations. (DEP and EPA)

● Key stakeholder in growing a natural gas and municipal waste company from 50 employees to 500 while working with various departments

Noble Environmental Specialty Services Canonsburg, PA Manager of System Operations May 2024 - Present

o Manage and oversee customer logistics and dispatch software migration, ensuring seamless system transition.

o Create detailed data mapping documents to facilitate accurate field conversion between systems. o Develop and execute SQL queries to extract, transform, and migrate historical datasets. o Serve as a Global Administrator for Microsoft 365, managing licenses, roles, and Microsoft Entra profiles. o Administer the Vonage phone system, including call tree configuration and operational reporting. o Configure and deploy new employee laptops with required software; manage device exchanges and data wiping for offboarding.

General Manager Operations April 2021 - May 2024

o Managed Renewable Identification Numbers generation process and compliance reporting up to renewable fuel standards as outlined by the United States Environmental Protection Agency (EPA). o Completed daily bank lockbox reporting including cash listings and posting of checks into customer database.

o Sat on and advise the company safety committee of proper procedures. o Oversaw operations and run point-of-sale at municipal recycling events. o Managed call center and maintained abandoned call rate of less than 5% throughout busy cycles. o Recruited, hired, and trained call center employees as well as various other integral corporate staff. o Assisted with management of company benefits programs including; yearly marketing, health insurance, vision and dental insurance.

o Attended several legal proceedings regarding company operations and compliance. Gas Field Technician and Data Coordinator June 2017 - April 2021 o Gathered data and performed statistical analyses for compliance standards set by the Pennsylvania State Department of Environmental Protection (DEP).

o Collected samples for analysis per both the Pennsylvania State Department of Environmental Protection

(State EPA) and the United States Environmental Protection Agency (Federal EPA) o Troubleshot common problems with the gas flare system. o Operated an Envision gas analyzer, performed depth-to-fluid, and depth-to-bottom readings in the well-field. o Operated and streamlined scalehouse processes for sales of waste disposal. Education

Penn State University

Bachelor of Arts in Environmental Studies and Minor in Biology May 2017 Other Experience

Student Conservation Association Americorps at Raystown Lake Huntingdon County, PA Intern May 2016 - September 2016

o Worked with U.S. Army Corps park rangers to educate visitors on local environmental issues. o Worked with U.S. Army Corps Headquarters to promote messages of water safety and environmental stewardship.

o Acted as our company mascot, Bobber the water safety dog. Various Skills

People Management, Operations Management, Payroll, Inventory Control, Communications/Customer Service, Time management, Multitasking, Marketing, Microsoft 365 Office Suite, Google Docs and Sheets, Analysis, Mentoring, Cash Handling, Microsoft Entra, Microsoft O365 admin, SQL, Data Analysis, Lucid Charts, HIPAA compliance

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