SHANNON CARNE
San Diego,CA
Summary
Highly motivated and results-oriented leader with a proven record of successfully managing complex, high-stakes assignments and consistently achieving performance results above expectations. Adept at cross-functional collaboration and known for an influential, effective communication style that drives team cohesion and superior project execution. Expertise spans sales operations, intricate contract negotiation, and public sector compliance.
Overview
21
21
years of professional experience
Work History
Associate Director: Sales Ops & Enablement
Verizon Connect
09.2023 - Current
- Directed the Sales Operations and Enablement function, leading a team dedicated to supporting the Government, Enterprise, and Mid-Market sales segments.
- Spearheaded the successful launch and enterprise-wide adoption of critical sales technology platforms, including Gong, Ambition, SalesLoft, and People.AI.
- Established strategic Key Performance Indicators (KPIs) post-launch to monitor the effectiveness of sales programs, analyzing product utilization trends and correlating them directly with sales representative performance and business development success.
- Partnered cross-functionally with internal stakeholders to review and optimize complex process flows, resulting in a cleaner, more efficient sales pipeline.
- Streamlined internal processes and procedures to maximize sales team engagement and significantly accelerate the seamless delivery of quotes and contracts to both prospective and existing customers.
Consultant: Strategic Operations - Government
Verizon Connect
01.2023 - 09.2023
- Directed the Government Expansion Team project, utilizing Business Intelligence (BI) insights to evaluate the creation of a new team focused on existing customer base growth.
- Developed data-backed capacity models to determine individual sales representative production targets required to meet overall Customer Value (CV) goals for the new expansion strategy.
- Ensured seamless cross-functional project execution by partnering with Project Management, Sales, Data Operations, and Enablement to manage change and meet aggressive completion deadlines.
Consultant: Sales Operations - Government
Verizon Connect
01.2020 - 01.2023
- Optimized Government Sales Performance by executing strategic plans to refine the end-to-end sales process, resulting in improved efficiency from initial lead generation to contract execution.
- Drove revenue growth (unit sales, MRR) and team productivity through rigorous pipeline, funnel management, and accurate forecasting mechanisms.
- Developed and deployed key reporting infrastructure, including custom reports, dashboards, and strategic KPIs, for the sales organization to ensure data-driven decision-making.
- Served as the Subject Matter Expert (SME) for a new government contract platform implementation, overseeing the full lifecycle from process documentation and training material creation to team rollout.
- Provided high-volume daily operational support to a 35-40 person sales team, ensuring adherence to standardized processes and managing ongoing process evolution.
- Cultivated robust cross-functional relationships across departments to increase the overall level of support and efficiency delivered to the Government Sales Team.
Manager: Customer Success - Government
Verizon Connect
10.2017 - 01.2020
- Led and inspired a team of Government Customer Success Managers (CSMs), consistently driving performance to meet and exceed monthly and quarterly targets for retention, Net Promoter Score (NPS), and net growth.
- Developed and executed strategic and tactical plans to enable CSMs to effectively service, expand, and manage complex government territories across diverse service platforms.
- Owned the complete talent lifecycle, including recruiting, comprehensive training, development, and ongoing performance management for all Customer Success Managers.
- Provided active coaching and development utilizing hard metrics from dashboards and reports, establishing a culture of accountability and resulting in measurable improvements in team productivity.
- Directed all operational and customer implementation activities specifically related to the Public Sector (Government), ensuring seamless customer experience and service delivery.
Senior Sales Analyst - Government
Verizon Connect
02.2015 - 10.2017
- Provided comprehensive daily operational support to designated sales teams, ensuring seamless execution of the sales fulfillment lifecycle.
- Managed end-to-end contract and order processing, including generating and delivering final order contracts, submitting internal orders, and configuring the customer's backend service platform.
- Conducted in-depth onboarding and training sessions for new customers to maximize platform adoption and accelerate time-to-value.
- Maintained an active portfolio of existing customer accounts, delivering continuous support and proactively engaging stakeholders to identify expansion opportunities and secure fleet-wide platform utilization.
Project and Service Manager
Protel Communications
06.2013 - 02.2015
- Directed, coordinated, and managed a team of field technicians for complex phone system installations and service calls.
- Served as the primary liaison between customers and external vendors, successfully coordinating project logistics and ensuring alignment across all stakeholders.
- Created and maintained detailed implementation schedules, managing up to multiple concurrent projects to ensure timely and successful completion.
- Cultivated strong working relationships with customers and vendors, ensuring all service issues were resolved efficiently and within defined timelines.
- Developed and administered formal service agreements for all billable work, ensuring clear scope definition and consistent billing processes.
- Maintained operational accuracy by overseeing technician time and route sheets for payroll processing and utilizing specialized programs like TigerPaw for dispatch and customer coordination.
Pro Account Sales Associate (Department Head)
The Home Depot
01.2005 - 01.2013
- Directed daily operations and ensured procedural compliance as Department Head, maintaining deep subject matter expertise across all departmental products, applications, and protocols.
- Developed and managed high-value, one-on-one relationships with key industrial, commercial, and professional clients to drive business volume and repeat sales.
- Successfully prospected for new clients, consistently increasing the professional customer base and exceeding quarterly sales targets.
- Provided specialized consulting and execution support for contractors' custom and 'special orders,' directly enabling the successful completion of complex client jobs.
- Managed revenue accountability and reconciliation for the Pro Account portfolio, ensuring fiscal accuracy and reporting integrity.
- Supervised staff across four distinct departments, managing routine task completion, ensuring timely customer follow-up, and coaching team members to meet or exceed individual sales goals.
Education
Certificate - Project Leadership and Leadership Essentials
Cornell University
Associate of Arts (A.A.) - Social and Behavioral Sciences
Miramar College
High School Diploma - undefined
Mt. Carmel High School
Skills
- Leadership & Performance: Consistently exceeded aggressive sales quotas and management expectations, leveraging strong critical thinking skills to resolve complex business and logistical issues
- Contracting Expertise: Deep technical expertise in Public Sector contract stipulations, including specialized knowledge of General Services Administration (GSA) schedules, Sourcewell (formerly NJPA), and AssetWorks management systems
- Project Management: Demonstrated meticulous attention to detail in the development of multi-client project bids, ensuring accuracy, compliance, and consistent delivery of high-quality solutions that exceeded client expectations
- Process Improvement: Proven ability to manage multiple objectives simultaneously while enhancing overall efficiency and maintaining excellent standards of customer service
- CRM/ERP: Salesforce, QuickBooks, Microsoft Great Plains
- Productivity: Salesforce, MS Office Suite (Word, Excel, PowerPoint), Outlook, Google Workspace, Gong, Salesloft, Ambition, PeopleAI
HONORS AND ACHIEVEMENTS
Top Performance Recognition: Diamond Club Winner (Verizon Connect, Q1 2019, March 2019); Directors Club Award Winner (Verizon Networkfleet, Q2 2016)., Sustained Excellence: Icon Award Winner (Verizon Networkfleet, May 2016, August 2016, February 2017)., Operational Excellence: Associate of the Month (The Home Depot, Operations and Merchandising) for driving a 13% sales increase within a six-month period., Service Awards: Government Excellence Award (September 2022); Platinum Customer Service Award (The Home Depot).
Timeline
Associate Director: Sales Ops & Enablement
Verizon Connect
09.2023 - Current
Consultant: Strategic Operations - Government
Verizon Connect
01.2023 - 09.2023
Consultant: Sales Operations - Government
Verizon Connect
01.2020 - 01.2023
Manager: Customer Success - Government
Verizon Connect
10.2017 - 01.2020
Senior Sales Analyst - Government
Verizon Connect
02.2015 - 10.2017
Project and Service Manager
Protel Communications
06.2013 - 02.2015
Pro Account Sales Associate (Department Head)
The Home Depot
01.2005 - 01.2013
Associate of Arts (A.A.) - Social and Behavioral Sciences
Miramar College
High School Diploma - undefined
Mt. Carmel High School
Certificate - Project Leadership and Leadership Essentials
Cornell University