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About Shana Welsh
Hello, I’m Shana Welsh! My history of success in customer service is directly related to my ability to maintain business relationships and foster customer loyal...
Shana Welsh's Work History
Call Center Supervisor
National Center For Missing And Exploited Children
Jul 2019 - Present
While working as a Call Center Supervisor, I am liable for conducting calls which help in the recovery and reunification of missing children while coordinating with law enforcement agencies. I develop and review reports entered by call center specialists on a regular basis. Here, I help call center specialists in prioritizing child exploitation reports. Also, I react to request for assistance sent by law enforcement by helping with a missing child and exploitation cases.
A few key achievements in this tenure include:
● Streamlined and supervised call center functions to ensure seamless and efficient work flow while coordinating with call center specialists.
● Promptly responded to disaster-related inquiries through the national 800 number, NECLC hotline number, or unaccompanied minors’ registry.
Volunteer Coordinator
Area Agency On Aging
May 2013 - Jul 2019
Throughout my experience at Area Agency on Aging-Foster Grandparent Program, I appointed, interviewed, and selected prospective Foster Grandparent Program volunteers. To achieve desired results, I interacted with representatives at program sites/locations to develop long-term community relations with organizations and funders. Here, I finalized new background checks for 100+ volunteers. Also, I completed and uploaded background checks to a secure database. I was adept at training colleagues and volunteers to complete the task. I was proficient in redesigning and supervising program’s operations.
A few key achievements in this tenure include:
● Set a benchmark of excellence by introducing and placing volunteers of the Foster Grandparent Program in multiple schools.
● Succeeded in decreasing time to interview a potential volunteer by revising the application.
Call Center Specialist/Quality Assurance Monitor
211 Palm Beachtreasure Coast
Aug 2007 - May 2013
As a Resource Center Specialist at 211 Palm Beach/Treasure Coast, I provided community resources and support to callers by replying to instant messages and crisis/suicide calls. Here, I replied to incoming calls for assessing and overseeing state rape crisis line. I offered resources and financial assistance to clients with rent or bills. Also, I reacted calls for the National Suicide Helpline and helped to deescalate callers.
A few key achievements in this tenure include:
● Started as a Call Center Specialist and promoted to the position of quality assurance specialist in recognition of achievement of excellence.
● Succeeded in renovating and updating tools to monitor phone calls.
Team Supervisor
Traffic Shoes
Sep 2005 - May 2007
Provided excellent customer service
Supervised sales team
Kept track of inventory
Responsible for daily cash out and bank deposits
Shana Welsh's Current Work Details
Shana Welsh's Location
West Palm Beach, Florida, United States
Shana Welsh's Expertise
Hello, I’m Shana Welsh! My history of success in customer service is directly related to my ability to maintain business relationships and foster customer loyalty. I’m an expert at managing client satisfaction and at training teams to achieve demanding service goals. I am skilled in directing and supervising overall functions of customer service operations to ensure optimum satisfaction. I consistently achieve record-high customer contentment rankings, improvements to the bottom line, and turnaround of underperforming operations in fast-paced environments.
My key skills include call center operations, relationship management, quality assurance & control, team leadership, complex problem resolution, volunteer development, front-end supervision, training & development, and MS Office (Outlook, Word, Excel, PowerPoint, SharePoint). I can manage your client relationships and partnership opportunities, all while helping you to acquire new customers.
While others take pride in meeting all standards set before them, my passion is for delivering service that goes beyond organizational expectations, creating a win-win scenario for everyone involved!
Please feel free to contact me at [email protected] with any thoughts, comments, or questions about my work— I’m always interested in making new professional acquaintances.
Proven success improving customer response strategies and managing overall customer service functionality to maximize loyalty, productivity, and growth.
Shana Welsh's Current Industry
National Center For Missing And Exploited Children
Shana Welsh's Prior Industry
Traffic Shoes | 211 Palm Beachtreasure Coast | Area Agency On Aging | National Center For Missing And Exploited Children
Shana Welsh's Education
Education
No education details available
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