Remote Client Support & Virtual Operations

SHANNA K. BAILEY

Expert Client Success & Operations Lead

304-***-**** **********@*****.***

**** ****** ****** *** *, Parkersburg, WV 25101

PROFESSIONAL PROFILE

A high-energy, results-driven professional with over a decade of experience in administrative leadership, customer success, and high-pressure operations. Currently advancing a Bachelor of Science in Addiction Counseling, leveraging psychological insights and de-escalation techniques to manage complex client interactions with poise. Proven track record of optimizing workflow efficiency, managing large-scale financial deposits, and maintaining an 85% first-call resolution rate in remote environments.

CORE COMPETENCIES

Strategic Communication: Expert in de-escalation, conflict resolution, and high-stakes negotiation.

Operational Leadership: Experienced in staff training, delegation, and retail management.

Technical Proficiency: Advanced POS systems, CRM software, and remote office suites.

Financial Integrity: Professional handling of large-scale deposits and payroll auditing.

Client Retention: Specialized in turning "difficult" interactions into long-term brand loyalty.

PROFESSIONAL EXPERIENCE

MEDICAL TRANSPORT DRIVER Jan 13, 2020- Present

HOME HEALTH AID Caregiver to Terminally Ill April 2026 – Present

Delivered compassionate care to terminally ill patients, assisting with personal hygiene, mobility, and pain management

Provided emotional support to families, contributing to a 95% family satisfaction rate

Collaborated with Palliative care teams to ensure adherence to individualized care plans.

INFLA GLUE Remote Customer Service Lead Jan 2024 – May 2026

Performance Optimization: Managed a high-volume portfolio of 400+ clients, maintaining a consistent 85% call-to-closure rate.

Rapid Response: Directed communications across all social and digital platforms, responding to 2,000+ inquiries annually with a <48-hour turnaround.

Problem Resolution: Successfully resolved 88% of complex billing and account disputes upon first contact, significantly reducing churn.

WENDY’S CORPORATION Co-Manager June 2022 – Aug 2024

Financial Oversight: Executed daily accounting and secured all store assets via Brinks safe protocols; maintained 100% accuracy in financial reporting.

Team Leadership: Directed a diverse team of employees, overseeing training, performance reviews, and strategic delegation to ensure peak operational speed.

Crisis Management: Acted as the primary point of contact for high-level conflict resolution, ensuring customer satisfaction remained high during peak hours.

THE CAPITOL HOTEL Front Desk Lead / Acting Manager 2018 – 2019

Operational Authority: Entrusted to manage all hotel functions in the absence of the General Manager.

High-Volume Engagement: Facilitated check-in/out and concierge services for 150+ guests daily, ensuring a seamless luxury experience.

Administrative Support: Streamlined the payroll process and managed inventory for the on-site retail division.

EDUCATION & CERTIFICATIONS

Bachelor of Science: Addiction Counseling Southern New Hampshire University (In Progress)

Associate of Science: Criminal Justice University of Phoenix

Licensed Massage Therapist (LMT) Clarksburg School of Massage Therapy

COMMUNITY LEADERSHIP

Advocacy & Mentorship: Dedicated over 5 years to The Clothing Closet, managing logistics for hygiene and clothing distribution to underserved populations.

Animal Welfare: Active foster and volunteer for the local Humane Society, providing behavioral support and care for animals in transition.

PROFESSIONAL REFERENCES

Amy Jaggie Scientist II, Tergus Pharma 984-***-****

Lemuel Lester District Manager, Wendy’s Corp 304-***-****

Kara Smyth Colleague, Pineville Rest Care 304-***-****

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