Shannon Denney

Experience

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  North Huntingdon Tax Collections

  Jan 2007 - Jul 2014

  Secretary

  - Processed tax statements for mailing - Telephone receptionist - File clerk- Customer Service

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  Landstar Shasko Global

  Sept 2011 - Jun 2012

  Logistics Coordinator

  - Manage and broker shipments to and from various customers: UPS, Heinz, Husqvarna, Big Lots, and Dicks Sporting Goods facilities in United States.- Dispatch trucks and troubleshoot issues within shipping and receiving departments. - Schedule appointments for both shipping/receiving. - Process documents and distribution lists amongst interested carrier trucking companies as well as internal Landstar drivers.- Communicate with customers supplying freight in a professional and efficient manner.- Data Entry & Customer Service Show less

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  Cardello Lighting and Electric Supply

  May 2013 - Feb 2014

  Book Keeper/ Sales

  - Accounts Payable- Accounts Receivable- Managed Shipping/Receiving/Inventory- Prepared Payroll- Sales/Customer Service- Receptionist/Secretary

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  AGX Intermodal

  Jan 2014 - Jan 2014

  Local Dispatch

  -Dispatch 6 company drivers and 14 owner operators-Accept/Reject loads based on capacity/rates-Communicate with NS rail, customers, drivers, and steam ship lines.-Customer Service-Record and manage company driver productivity-Schedule shipping/receiving appointments with customers.-Data entry and container tracking within the Pittsburgh area.

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  Century Support Services

  Jan 2015 - Jul 2021

  Connected with existing and new leads via pipeline based on direct marketing efforts as well as cold calling based on affiliate leads.Built rapport and created a trusting client relationship to close deals based on customer's needs to exceed company target goals at an upwards of $900,000.00 of debt enrolled monthly.Reviewed customer's credit report to up-sell services in an effort to include maximum amount of debt to increase fee (profit) collection. Established relationships with creditors to negotiate settlements on behalf of customer's past due debt. Created payment arrangements to pay less than the balance owed to save the customer 20%-90% of the balance based on customer needs.Communicated options for repayment from escrow to customer based on creditor's parameters as well as company target fee collection.Exceeded monthly company target goals by 25%-70%

  • Sales

    Jan 2020 - Jul 2021

  • Certified Debt Specialist

    Jan 2015 - Jul 2021

  • Account Manager

    Jan 2015 - Jan 2020
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  Shay & J Events

  Oct 2020 - now

  Business Owner

  Sales, consultation, project management, planning and execution of events. Specialized in weddings.

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  Beyond Finance

  Jul 2021 - Nov 2022

  Key contributor for launching specialty department for customers who require services to be monitored by an attorney based on the laws in their stateCreated and implemented new retention training focused on customer interaction and building rapport with probing questions, which resulted in 17% improvement by the second quarter of employmentCoached and developed 40+ agents on a team remotely. Led 4 junior agents into senior leadership roles within 4 months of employment.Experienced in process improvement to support efficient production of daily business requirements. Show less

  • Supervisor

    Jul 2021 - Nov 2022

  • Certified Debt Specialist

    Jul 2021 - Mar 2022
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  JG Wentworth

  Nov 2022 - Dec 2023

  Retention Specialist

  Used sales knowledge to build rapport with customers to help them remain focused on financial goals. Using probing questions to find solutions to address customer issues and provide recommendations on how other products or adjustments to payments within the program would be helpful in junction with their current program.Provided recommendations to management on missed opportunities for further up-selling training based on client needs to assist the retention team with creating more revenue for the business and retain more clients monthly.Process payment adjustments per client requests via email and telephone conversations to resolve customer issues. Show less

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  Greenwise Financial Solutions

  Jan 2024 - Jan 2025

  Client Experience Manager

  Managed a team of client experience professionals, driving initiatives that led to a 10% increase in client satisfaction and loyalty. Developed and executed client experience programs, including customer journey mapping and personalized engagement strategies. Spearheaded the introduction of a client success portal that enhanced tracking and management of client interactionsConducted regular performance reviews and analysis of client satisfaction metrics, identifying key areas for improvement and implementing targeted action plans.Collaborated with product and marketing teams to align client experience strategies with product enhancements and promotional campaigns. Oversee 4 call center locations comprised of 30+ client experience managers and specialists, providing guidance, training, and performance management to ensure the highest level of client satisfaction.Collaborate with senior leadership and cross-functional teams to align client experience initiatives with company goals and objectives. Analyze client feedback and performance metrics to identify trends, pain points, and opportunities for improvement, driving actionable insights and strategic recommendations.Directed the redesign of the client onboarding process, resulting in a 10% reduction in onboarding time and improved client satisfaction. Show less

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  Arnold & Smith Law, PLLC

  Jan 2025 - now

  • Client Services Manager

    Feb 2025 - now

  • Client retention manager

    Jan 2025 - now