Shannon D.

Over the last 25 years, I have worked in customer service and administrative positions in various industries, including medical offices and virtual call centers. I specialize in helping customer service teams grow and improve their ability to deliver amazing service to clients, and mentor outstanding candidates into leadership (team lead) positions.

I'm available to assist with short and long-term projects that include, but are not limited to, data entry, customer support, administrative duties, virtual assistant tasks, freelance writing and editing. If you want to know if I can assist with your project, feel free to ask.

In the past, I have created entire customer support teams (both inbound and outbound) from scratch. I was responsible for creating the processes and policies used for agents, worked with scheduling and time-off requests, creating scripts, metric and quality evaluation and tracking, along with many other creative tasks to help teams grow and improve.

I have experience with using Zendesk, Help Scout, and other popular services utilized for various support channels. I use Google Drive daily for both personal and professional needs.