Overview
Work History
Education
Skills
Timeline
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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, AZ
06.2007

Associates - Child Development

Saddleback Community College
Mission Viejo, CA
06.2002

High School Degree - General

Trabuco Hills High School
Mission Viejo, CA
06.2000

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

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Shannon Lamparelli