SHANNON CARR
Phoenix
Summary
Experienced Director of Customer Service with a proven track record of cultivating strong customer relationships and implementing strategies to enhance the overall customer experience. Skilled in analyzing customer feedback data to identify opportunities for improvement and collaborating with other departments to ensure customer satisfaction. Proficient in both verbal and written communication, with expertise in customer satisfaction measurement and complaint handling. Demonstrates self-motivation and analytical thinking to effectively manage escalations and resolve customer inquiries.
Overview
28
28
years of professional experience
Work History
Residential CSR Manager and Special Projects Coordinator
Vessel Home Services
05.2025 - 02.2026
- Led the successful migration from legacy CRM to ServiceTitan, ensuring seamless data integration and minimal operational disruption.
- Designed and implemented a comprehensive Pricebook within ServiceTitan to standardize pricing, improve accuracy, and increase revenue consistency.
- Developed and structured business units, job types, and operational workflows to enhance efficiency, improve reporting accuracy, and support scalable growth.
- Directed daily operations of the Residential HVAC division, supervising a team of three employees and ensuring high performance and service quality.
- Generated performance reports and collaborated with leadership to establish and track key performance indicators (KPIs) for the residential division, driving data-informed decision-making and improved profitability.
Director of Customer Service
Orangutan Service Experts
Tempe
03.2012 - 06.2023
- Resolved customer complaints or answered customer questions regarding policies and procedures.
- Worked with management team to streamline customer service processes.
- Cultivated and maintained strong relationships with customers.
- Analyzed customer feedback data to identify opportunities for improvement and implement strategies to enhance the overall customer experience.
- Ensured all customer inquiries were handled promptly and efficiently using both verbal and written communication skills.
- Managed escalations from customers regarding issues or problems they experienced with products and services.
- Created reports on customer service performance metrics for management review on a monthly basis.
- Collaborated with other departments to ensure customer satisfaction.
- Tracked customer information and concerns and entered data into database.
- Processed return authorizations for credit, evaluating and requesting pricing adjustments for accounts as necessary.
- Conducted and kept records of client satisfaction surveys and employee evaluations and in-service training.
- Addressed and resolved client or customer inquiries to foster superior standards of service.
- Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.
- Tempe, AZ
Transportation Specialist
Safeway
Phoenix
09.1997 - 06.2000
- Team leader with operational control of $11.2 million in freight expenditures.
- Implemented purchasing strategies which lead to $1.2 million in savings for our northern California division.
- Negotiated contracts with trucking and railroad companies.
- Responded quickly to meet customer needs and resolve problems.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Focused on learning new skills and staying updated with industry changes.
- Provided efficient and courteous service to customers at all times.
- Phoenix, AZ
Education
Bachelor of Science (B.S.) - Business Logistics
Penn State
University Park, PASkills
- Customer satisfaction measurement
- Complaint handling
- Sales support
- Fraud prevention
- Escalation management
- Customer feedback analysis
- Returns management
- Customer engagement
- Call center experience
- Customer relationship management
- Customer retention
- Documentation and notes
- Appointment coordination
- Satisfaction monitoring
- Account management
- Issue escalation
- Contract negotiation
- Escalation control
- Customer service
- Self motivation
- Computer skills
- Active listening
- Decision-making
- Verbal and written communication
- Analytical thinking
References
References available upon request
Timeline
Residential CSR Manager and Special Projects Coordinator
Vessel Home Services
05.2025 - 02.2026
Director of Customer Service
Orangutan Service Experts
03.2012 - 06.2023
Transportation Specialist
Safeway
09.1997 - 06.2000
Bachelor of Science (B.S.) - Business Logistics
Penn State