Customer Service, administrative assistant, management, project manag

SHANNON THOMAS

**** ******* ******* # ***, **********, OH 45229. • 513-***-**** • **********@*****.***

PROFESSIONAL SUMMARY / OBJECTIVE

Organized and results-driven Project Manager with 20+ years of experience spanning customer service, D2C, omni-channel, wholesale, and multi-level marketing environments. Seeking to leverage cross-functional leadership, process improvement, and customer journey expertise to deliver on-time initiatives that improve operational efficiency, customer satisfaction, and revenue performance.

CORE SKILLS

●Project Management & Coordination: project planning/support, requirements gathering, timelines, stakeholder communication, documentation/SOPs, status reporting (Monday.com)

●Meeting & Stakeholder Support: scheduling across the organization, agendas/notes/follow-ups, coordination via Zoom & Microsoft Teams

●Customer Experience: high-touch issue resolution, escalations, service recovery, distributor/field support

●Channels: D2C/eCommerce, omni-channel support, wholesale operations, MLM/distributor support models

●Leadership: team direction, queue/workload management, coaching, daily prioritization to drive productivity

●Tools & Systems: Shopify • Prowess CRM • Gorgias • Zendesk • VCP • Monday.com • Zoom • Microsoft Teams/Word/Excel • Google Drive

PROFESSIONAL EXPERIENCE

Project Manager / Customer Experience & Operations — Pure Romance, LLC, Cincinnati, OH

03/2014 – Present

●Lead cross-functional initiatives supporting customer service operations across D2C/eCommerce, omni-channel, wholesale, and MLM/distributor customer journeys.

●Manage project work and operational improvements using Monday.com, aligning stakeholders on scope, priorities, timelines, and deliverables.

●Coordinate and schedule organizational meetings end-to-end (calendaring, Zoom/Teams logistics, agendas, notes, follow-ups) to keep projects and stakeholders aligned.

●Resolve an average of 20–50 customer/distributor tickets per day through Gorgias, ensuring timely, accurate resolutions and consistent follow-through.

●Supervise and support a team of 8 representatives, assigning daily responsibilities to increase productivity, maintain coverage, and improve responsiveness to distributor needs.

●Support customer order and account troubleshooting in Shopify, partnering with internal teams to resolve root causes and reduce repeat contacts.

●Create and refine workflows, templates, and guidance stored in shared documentation (Microsoft platforms and Google Drive) to improve consistency and reduce escalations.

Tools used: Shopify, Prowess CRM, Gorgias, Zendesk, VCP, Monday.com, Zoom, Microsoft Teams/Word/Excel, Google Drive

Front Desk Manager / Authorization Manager — Amazing Smiles Dental, Mason, OH

10/2009 – 03/2014

●Managed front desk operations including scheduling, patient communication, and issue resolution in a fast-paced environment.

●Oversaw insurance authorization processes, ensuring accurate documentation, timely approvals, and clear follow-up to support smooth patient experiences.

●Coordinated daily priorities to maintain service levels, reduce delays, and keep workflows organized and compliant.

●Handled escalations calmly and professionally, de-escalating concerns while protecting patient satisfaction and office efficiency.

EDUCATION

Deer Park High School — High School Diploma, 1996

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