Shannon Lamparelli
Goodyear
Overview
18
18
years of professional experience
Work History
Quality Analyst- Voice Ordering
Doordash Corporate
Goodyear
08.2021 - Current
- Conducts regular audits on the consumer agents- Voice Ordering
- Prepares feedback to provide the agents on job performance
- Monitors trends and identifies solutions
- Prepares excel spreadsheets and Word documents.
- Mentor BTB program ( QA VO) 2024-2025
- Voice of the teammate commitee from 2024-2025
Client Escalations Representative
Doordash Corporate
Goodyear
06.2019 - 06.2021
- Resolves pay issues for door dash employees
- Resolves address and phone number changes
- Answers inquiries through phone and email.
Client Solutions Representative
LawLogix Corporation
Phoenix
02.2016 - 05.2019
- Resolved clients questions on how to process employee I-9 forms successfully
- Resolved clients questions on how to process employee E-Verify records
- Resolved billing inquiries as needed.
Technical Support Representative
Apriva
Scottsdale
07.2014 - 04.2015
- Resolved merchants questions on credit card terminals
- Managed high volume of calls, answered multiple emails on a timely basis
- Performed thorough data entry for all support inquiries.
Technical Support Representative
TSYS Acquiring Solutions
Tempe
05.2012 - 03.2013
- Resolved merchants questions on technical errors and support for credit card terminals
- Managed merchants questions on chargebacks and retrievals
- Managed high volume of incoming calls along with detailed documentation of all inquiries.
Customer Service Representative
Spherion Staffing APS
Phoenix
08.2011 - 04.2012
- Resolved customers questions regarding billing, credit issues and payments
- Managed high volume of incoming calls along with detailed documentation of all inquiries.
Customer Service & Pharmaceutical Rep
McKesson
Scottsdale
03.2010 - 03.2011
- Managed high Volume of incoming calls
- Processed pharmaceutical sales orders for retail pharmacies.
Reservations Agent
Best Western International HQ
Phoenix
10.2007 - 08.2009
- Managed high volume in-coming calls
- Experience dealing with national and international clients
- Hotel sourcing with-in Best Western family of hotels
- Managed multiple priorities and maintained effective results in a quota driven workplace.
Education
Associates - Business Technology
Estrella Mountain Community College
Avondale, AZ06.2007
Associates - Child Development
Saddleback Community College
Mission Viejo, CA06.2002
High School Degree - General
Trabuco Hills High School
Mission Viejo, CA06.2000
Skills
- Microsoft Excel
- Organizational Skills
- Microsoft Word
- Microsoft Powerpoint
- Microsoft Outlook
- Microsoft Publisher
- Salesforce
- Help Desk
- Technical Support
- Account Management
- Microsoft Windows
- Troubleshooting
- Zendesk
- Employee training
- Documentation skills
- Quality assurance
- Trend identification
- Verbal and written communication
Timeline
Quality Analyst- Voice Ordering
Doordash Corporate
08.2021 - Current
Client Escalations Representative
Doordash Corporate
06.2019 - 06.2021
Client Solutions Representative
LawLogix Corporation
02.2016 - 05.2019
Technical Support Representative
Apriva
07.2014 - 04.2015
Technical Support Representative
TSYS Acquiring Solutions
05.2012 - 03.2013
Customer Service Representative
Spherion Staffing APS
08.2011 - 04.2012
Customer Service & Pharmaceutical Rep
McKesson
03.2010 - 03.2011
Reservations Agent
Best Western International HQ
10.2007 - 08.2009
Associates - Business Technology
Estrella Mountain Community College
Associates - Child Development
Saddleback Community College
High School Degree - General
Trabuco Hills High School