Shawna Nagel
London,Ontario
Summary
Senior Customer Service Specialist with a proven track record of success in company development, customer service and account management. I am a friendly team player and a solutions focused problem solver. I thrive in all customer-focused, goal-driven environments.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Specialist
Carfax
London, ON
01.2024 - Current
- Trained all new hires with a highly successful certification results.
- Maintained & developed team digital resources documents.
- Successfully and effectively triaged and completed dealer inquiries and account setups.
- Exceeded department metric targets related to quality assurance, handle time and dealer feedback.
- Participated and led team meetings to provide updates on progress towards goals or objectives set forth.
- Cultivated relationships with key stakeholders to ensure smooth operations across departments.
- Delivered fast, friendly and knowledgeable customer service.
Customer Support Specialist
Carfax
London, ON
07.2023 - 12.2024
- Provided top notch customer support through phone and email communication.
- Correctly answered customer inquiries and provided accurate information with a positive and friendly attitude.
- Exceeded monthly quality assurance, handle time and dealer feedback metrics.
- Provided leadership and guidance to team members while fostering an environment that values collaboration and team work.
- Educated and supported new dealer account setups.
Business Solutions Manager
NorthLake Financial
London (Remote)
07.2022 - 05.2023
- Developed and maintained all company policy and procedure handbooks on a cloud based 3rd party application.
- Ensured the company was notified and trained on any new policies & procedures.
- Trained all employees on loan management systems and phone software.
- Operations vendor point of contact subject matter expert.
- LMS & LOS subject matter expert.
- Project Management: Outsourcing, software migration, product implementation.
- Inter-departmental Support: Accounting, data, customer service, collections & recovery.
Quality, Compliance and Vendor Relations Manager
Source One Financial Corp
London (Remote)
12.2020 - 06.2022
- Developed and maintained all company policy and procedure handbooks in Word to published PDF.
- Ensured the company was notified and trained on any new policies & procedures.
- Trained all employees on loan management systems and phone software.
- Quality Assurance Department: Hired, Trained and Implemented Scorecard and Measurable Metrics. IPH, Handle, Wrap & QA Scores.
- Compliance officer and auditor.
- Operations vendor point of contact subject matter expert.
- Software Implementation Project Manager: Loan Management System.
- LMS & LOS subject matter expert.
- Inter-departmental Support: Customer Service, Collections & Recovery.
Department Manager
Bill Gosling Outsourcing
London, ON
01.2020 - 12.2020
- Managed customer care US based campaign.
- Exceeded company metrics and obtained max allowed bonuses.
- Hiring & onboarded all new agents within my department as well as screened applicants for other departments when needed.
- 1-1 coaching and development.
- Scheduling/workforce management.
- Financial forecasting.
- Succession planning/support to all who reported to me.
- Management calls/conflict resolution.
Team Lead
Bill Gosling Outsourcing
London, ON
10.2018 - 12.2019
- Team lead for 12-21 agents at one time.
- Delivered 1-1 QA results, IPH, handle and wrap time metrics.
- My team consistently had the best QA scores, exceeded set metric and the least amount of attrition.
- Agent Support.
- Led weekly huddles.
- Identified opportunities and led refresher training.
- Led department events and incentive opportunities.
- Screened applicants for hire.
- Supervisor calls/conflict resolution.
Customer Care Agent
Bill Gosling Outsourcing
London, ON
07.2018 - 09.2018
- Inbound/outbound/email customer support.
- Consistent QA scores of 97-100%. Perfect compliance scores.
- Consistent metrics exceeded. IPH, handle times, wrap times.
- Patient problem solver.
Education
Associates Degree - Administration
University of Idaho
Moscow, Idaho05.2018
High School Diploma -
Post Falls High School
Post Falls, Idaho06.2005
Skills
- Strong Customer Support & Relationship Management
- New Hire Training & Team Development
- Digital Process Management
- Queue/Metric Management
- Excellent Communication & Time Management
- Salesforce/Microsoft Suite
https://www.linkedin.com/in/shawna-nagel
References
Available upon request.
Timeline
Senior Customer Support Specialist
Carfax
01.2024 - Current
Customer Support Specialist
Carfax
07.2023 - 12.2024
Business Solutions Manager
NorthLake Financial
07.2022 - 05.2023
Quality, Compliance and Vendor Relations Manager
Source One Financial Corp
12.2020 - 06.2022
Department Manager
Bill Gosling Outsourcing
01.2020 - 12.2020
Team Lead
Bill Gosling Outsourcing
10.2018 - 12.2019
Customer Care Agent
Bill Gosling Outsourcing
07.2018 - 09.2018
Associates Degree - Administration
University of Idaho
High School Diploma -
Post Falls High School
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