Shawna Williams

tashawnawilk@gmail.com

(317) 531‑5565

www.linkedin.com/in/shawna‑w‑b145b161Vanity

 

 

SUMMARY 

Transitioning from a career in corporate operations to Health & Wellness. Years of experience in corporate operations, project coordination, and technical/sales support. Proven ability to train and mentor staff, resolve escalated issues, and improve customer satisfaction through effective communication and problem-solving. Strong technical skills and adept in using CRM systems, Microsoft Office Suite, and remote troubleshooting tools

 

 

PROFESSIONAL EXPERIENCE 

Plannernet Inc - Durham, NC

Sourcing Specialist                                                                  August 2022 - Present

• Increased the company’s margin for engagements

• Owned the accounts with the most improved overall gross by 30%

• Sourced 500 engagements for our busy months, March through May

• Top account sourcing specialist from July 2024-August 2024

• Build and maintain strong supplier and client relationships

 

Sedgwick/Kelly Services - Sedgwick

Customer Service Trainer                                                May 2021 - November 2021

• Created training materials for new hires in remote and in-person settings (class sizes: 30-60)

• Coached agents to handle high-volume inbound calls, ensuring excellent customer service and adherence to SOPs

• Focused on retention and performance improvement for new trainees

• Maintained Excel sheets for attendance tracking and training metrics

 

Lowe's Home Improvement - Indianapolis, IN

Remote Project Coordinator                                          November 2020 - April 2021

• Coordinated home improvement projects by liaising between customers, installers, and stores

• Managed customer complaints and escalations, ensuring projects were completed to satisfaction

• Maintained accuracy in data entry, call documentation, and payment processes using Salesforce CRM

• Sustained adherence to SOPs while providing solutions to project-related issues

 

CNO Financial Group - Indianapolis, IN

Premium Claims  Representative                October 2017 - October 2020

• Coached new hires and developed training materials to ensure smooth onboarding

• Mentored and supported new  call center agents

• Defined customer issues and managed  50+ cases using the company's CRM system

• Processed phone payments and ensured accurate data entry daily

• Recognized for being a positive employee with the best attendance

 

Renaissance Electronic Services - Indianapolis, IN

Tech Support Representative                                        August 2014 - October 2017

• Performed technical support duties, i.e., resetting passwords, portals, and overriding lockouts

• Installed company software and provided training for the staff on its features

• Managed support cases and made outbound calls to resolve technical and payment-related issues for dental offices

• Ensured business retention and followed up with companies for customer satisfaction with our software

 

 

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