Shontai Yemane
Surprise
Summary
Efficient Leadership Skills, leading high performing cross-functional team, by identifying where strengths and weakness are for growth. Through the system and operational processes and providing solutions that lead to sustained growth. Mentoring customer service representatives with their development and career growth. Adept at furnishing insights, analytics, and business intelligence used to advance opportunity identification. Proven ability to maximize business results by applying advanced communication skills to drive process improvements and change management from inception through follow-up and support. Strong work ethic and highly adaptable. Thrives in fast-paced environments. A conscientious go-getter who is dedicated and committed to professionalism.
Overview
10
10
years of professional experience
Work History
Class A Cdl Driver
Wilson Logistics
12.2023 - Current
- Operated a 53-foot refrigerated trailer to transport perishable goods, safely access the lower 48 states covering an average of 2,500 miles weekly
- Consistently achieved a 97% on-time delivery rate while maintaining strict adherence to HOS regulations and company safety policies
- Maintain spotless driving and safety record, with zero incidents or accidents
- Performed rig maintenance and inspections daily, successfully avoided 30+ potential safety hazards, ranging from improper hookups to malfunctioning lights
Customer Success Manager
OpenTech Alliance, LLC
05.2021 - 01.2022
- Analyzing and presenting statistical data (trends) to identify and offer opportunities on the business growth & increase in company revenue.
- Met and exceeded quarterly MBO goals. All tracked by documenting all activities in Dynamics 365
- Worked with the project team, customer, DevOps, and IT Support in conducting an organizational analysis and needs assessment of the exiting challenges.
- Increase customer retention by proactively engaging with non-active and active customers.
- Building and maintaining positive interdepartmental relationships by collectively collaborating with all upper management to ensure the customer was taken care of but their challenges were effectively resolved in a timely manner.
- Travel for Conferences, engaging with current and potential customers, obtaining leads and provide in-depth knowledge on the products and services.
- Process 20-40 Order Agreement via DocuSign monthly
- Account Managed 2 Regions (Pacific & Mountain) with a total of 500 + corporate accounts, including 15 executive accounts.
- Sphere headed meetings with VP’s, Operators, District Managers, and CEO to review Account Trends, Call Calibrations, product training opportunities, to also proactively identify customer pain points and challenges to aid in retention and customer satisfaction.
- Partnered with Implementation management team, to streamline their onboarding process, improve documentation of the processes, create an effective escalation process, for their onboarding team members.
- Collaborated with the remote management team to streamline their processes of updates to the database and opportunities of improvement with their call center reps.
- Display a high level of technical competence when consulting with clients after sales and contract signing to resolve problems and provide ongoing support.
- Diagnose and troubleshoot problems, give recommendations to customers on different product lines.
- Kiosk modifications- Partnered with DevOps and IT Support to identify and modify software additions to the Kiosk which enhanced their tenants experience.
Customer Experience Associate (Tier II)
Cubex LLC
Phoenix
11.2019 - 05.2021
- Quick learner with an analytical/curious/project minded nature. Can pick up on new tasks and systems within a few weeks of learning.
- Experience with IT infrastructure and technology
- Project Management experience
- Strong analytical, technical, and troubleshooting skills
- Ability to be a leader in communicating with our vendor partners in fine tuning integrations.
- Running scripts through Microsoft SQL Server
- Software troubleshooting
- Comfortable on the phone demonstrating functionality and configuration of integrations.
- Working with integration partners on new features and releases to improve functionality.
- Have working knowledge of webservices/ Private APIs
- Supporting and Consulting with clients on developing operation and business strategies around inventory management for their laboratory or Surgical practice.
- SQL -Investigating back-end database after exhausting all troubleshooting capabilities in UI Utilization and interpretation of data collected from my Cubex system reports, client systems, internal account management data analysis, site visits, and surveys to expand and maximize the Cubex experience.
- Resolve open tickets and communicate resolution to client to confirm satisfaction.
- Training our clients and team members on Purchase Order Management, Inventory Par Level Optimization, system hardware/software maintenance, stocking, procurement, best practices, and serving as consulting Cubex Administrator.
- Execute and adhere to all Cubex SOP’s and SLA’s
- Upgrade client software.
Customer Service Consultant/Escalations (CSR III)
Republic Service National Accounts
Phoenix
01.2018 - 11.2019
- Served as the Point of Contact for all Premier (priority customers), by being their voice when negotiating rates and contracts with the third-party hauler. Managing their accounts on a customer service platform.
- Client experience management through proactive client engagement, measurement and monitoring of customer satisfaction, system audits, and monthly business reviews
- Utilize escalation management to re-prioritize, reassign, and monitor the escalated process and high demand requests to guarantee prompt resolution to a satisfactory completion.
- Contributed to the success of the business regarding higher revenue by delivering more excellent value and therefore earned three promotions to Three different roles, including CSR I, CSR II, and CSR III in 2 years at the company.
- Acquired periodic customer reports to determine billing issues and established quality control techniques to guarantee that correct billing information was collected to produce and generate clean claims for submission.
- Implementation of best practices to increase productively output.
- Collaborated with all departments to ensure the customers positive experience and success.
- Offer comprehensive responses to Irate customers via phone to guarantee effective results in de-escalating and resolving all service issues on time, thus achieving a 70% client retention rate.
- Managed five major corporate accounts in an average of 600-1500 locations with total revenue of $250k-$400k per quarter.
- Logged and recorded information about customer support interactions by inputting data into Company systems and updating it in a timely and accurate manner.
- Proficiently scheduled services and service changes for customers via phone and email.
- Drove business growth and prove bottom-line results throughout the customer journey by scheduling 100 return requests and calls and advocating customer service issues with 3rd party haulers and local division.
Supervisor
24-7 Intouch
Altamonte Springs
05.2016 - 01.2018
- Preparation of analytical reports and summaries for the clients cross departmental and higher-level management will include the following: Metrics, Client Performance Score Carding, Project Management Tracking, and product utilization trending for about 80-100 clients.
- Client experience management through proactive client engagement, measurement and monitoring of customer satisfaction, system audits, and monthly business reviews
- Execute and adhere to all Cubex SOP’s and SLA’s
- Effectively coach and mentor 25 agents based on their SLA’s as well as setting SMART goals.
- Created Case Audits and executed the audits by focusing on the representative’s professionalism, adequate communication, and detailed documentation.
- Sphere head with peer leadership team members on agent retention and motivation, by creating team builders, and amicable competition amongst the team.
- Conscious Listening to client complaints to ensure accurate resolution was completed, showing compassion to the customer, allowing me to de-escalate the situation.
Education
Bachelor of Science - Psychology
Western Governors University
Salt Lake City, UT 04.2026 - 04.2026
Skills
- MS Office
- CRM Software
- Cross-functional Team Leadership
- Negotiation
- Microsoft SQL Server
- Training
- Reporting
- Quality Control
- InfoPro
- Knight Vision
- VPN
- FTP
- Team Viewer
- Time Management
- Team Builder
- Client Services
- Escalation Resolution
- Retention
- Logmein
- Apsync
- Passion for Client experience
- Integrations Management
- Critical Thinking
- Customer Advocacy
- Product Training
- B2B Client Facing
- GPS navigation systems
- Trailer coupling and uncoupling
- Route planning expertise
- Adherence to regulations
Timeline
Bachelor of Science - Psychology
Western Governors University
04.2026 - 04.2026
Class A Cdl Driver
Wilson Logistics
12.2023 - Current
Customer Success Manager
OpenTech Alliance, LLC
05.2021 - 01.2022
Customer Experience Associate (Tier II)
Cubex LLC
11.2019 - 05.2021
Customer Service Consultant/Escalations (CSR III)
Republic Service National Accounts
01.2018 - 11.2019
Supervisor
24-7 Intouch
05.2016 - 01.2018