Shaylene Stepner
Calgary,AB
Summary
Experienced Administrative Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Capable and highly organized when coordinating documents, supplies and project resources. Clear communicator and self-motivated worker with decisive nature necessary to manage independent work.
** Also a citizen of both Canada and USA. Legally authorized to in either country for any employer **
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Inbound Call Center Representative
West Jet Airlines
06.2023 - 10.2023
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
Sales Administrator
Genesis Builders Group
04.2022 - 03.2023
- Boosted sales revenue by efficiently processing orders and coordinating with sales team on customer requirements.
- Supported sales representatives with timely generation of accurate quotes, proposals, and contracts to close deals faster.
- Collaborated with cross-functional teams to ensure seamless order fulfillment, liaising between production, shipping, and finance departments.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
- Streamlined administrative processes for increased efficiency, implementing organized filing system for easy access to documents.
Customer Service Representative
Signature Flight Support
11.2019 - 08.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Analyst, Marketing Partnerships
Guitar Center Corporate
09.2017 - 09.2019
- Supporting the Marketing Partnerships team's efforts to drive advertising sales across the enterprise, including: GC.com & email, GC social media, GC Retail Stores, Musician's Friend website, email, and social media
- Responsibilities include: managing, tracking and reporting on ad insertion orders and all associated data within Quickbase
- Also, responsible for managing vendor contracts, invoices and proof of performance reports.
Administration Services Analyst
Electro Rent Corporation
09.2013 - 08.2017
- Deliver key assistance to Vice President within data analysis and ensure optimal administrative support
- Serve as professional-level resource for organizational/operational analyses
- Complete projects by engaging in detailed investigation, analysis and problem solving
- Facilitate monthly/quarterly reports for managerial staff
- Oversee purchase order and contract management
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
Research Associate
JD Power & Associates
03.2012 - 08.2013
- Provided research assistance and support for syndicated/proprietary studies conducted in the U.S
- And Canada by industry leader J.D
- Powers and Associates and collaborated with vendors and customers to document research findings, utilizing Excel, graphics and Web reporting tools to formulate and categorize information.
Land Analyst
DCOR, LLC
08.2009 - 02.2013
- Ensured complete critical contract administration support and service for the 37th largest privately held oil producer in the U.S
- And performed numerous legal and land lease initiatives
- Supporting the VP of Legal, perform vendor, contract and land leasing administration and evaluation for each vendor or subcontractor working for the company or visited the platforms regarding safety audits or other services for an offshore oil company with 11 offshore platforms with millions of dollars in recurring revenue
- AFE experience.
Skills
- Analytical Thinking
- MS Excel
- Team Collaboration and Leadership
- Documentation And Reporting
- Project Management
- Information Gathering
- Data Research and Validation
- Process Improvements
- Data Processing
- Continuous Improvement
- Workflow Analysis
- Regulatory Compliance
- Performance Metrics
- Up-selling techniques
- Call Handling Techniques
- Customer Service
- Data Entry
- Work Planning and Prioritization
- Relationship Building
- MS Office
- Project Coordination
- Discretion and Confidentiality
- Document Management
- Schedule Coordination
Education & Certifications
- Mount Royal College, Calgary, Business Administration (4 year)
- SAIT, Calgary, Petroleum Land Administration (2 year)
- Crescent Heights, Calgary, High School Diploma
- MS Office Suite Advanced Training (focused course provided by LinkedIn Learning, enhancing proficiency in Word, Excel, PowerPoint, SharePoint, Teams, Outlook and MS 360)
Knowledge Of
AFE’s, RFP’s, RFI’s COI’s, Redlining/Comparing Contracts,Safety Meetings, Board meetings, Spill Drills, Change Orders, Invoicing AR/AP, Payroll, IT support and projects, Management Reporting, Expense Reporting, Maintaining facilities to name a few
Languages
English
Native or Bilingual
Education
Bachelor of Science - Business Administration
Mount Royal University
Calgary 09.1992 - 06.1996
Associates - Petroeleum Land Administration
SAIT
Calgary 09.1996 - 06.1998
Timeline
Inbound Call Center Representative
West Jet Airlines
06.2023 - 10.2023
Sales Administrator
Genesis Builders Group
04.2022 - 03.2023
Customer Service Representative
Signature Flight Support
11.2019 - 08.2021
Analyst, Marketing Partnerships
Guitar Center Corporate
09.2017 - 09.2019
Administration Services Analyst
Electro Rent Corporation
09.2013 - 08.2017
Research Associate
JD Power & Associates
03.2012 - 08.2013
Land Analyst
DCOR, LLC
08.2009 - 02.2013
Associates - Petroeleum Land Administration
SAIT
09.1996 - 06.1998
Bachelor of Science - Business Administration
Mount Royal University
09.1992 - 06.1996
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