1. 230 Childers St (PO Box 192) Rutherford College NC 28671* (828) 390-7096* sakoenders@hotmail.com
Shannon Koenders
Summary
More than 20 years combined retail and call center experience in customer service, sales and
management, with the last 5 years being from home. I am a self-directed professional with excellent
communication, analytical and management skills. I effectively interact with team members from all
over the world with diverse back grounds and temperament while maintaining open lines of
communication. Strong problem solver with the ability to conceptualize solutions to the challenging
situations and maximize the success. A strong team player, developing and implementing new
processes and sharing them with my peers for overall success of the company. End to end
ownership, handling all things from interviewing/hiring, scheduling, assigning task, monitoring,
coaching/developing, providing disciplinary action when needed, and daily motivator.
Professional Experience
TCC (operations manager), Convergys, WAH 2014-Present
 As TCC, I am responsible for training, developing and managing the performance of 15
Coaches as well as 1 to 5 teams of 15-20 agents as they come through transition (a 10 day
period after training before production). I also have 10 PRTs (program ready trainers) that
report to me that I am also responsible for coaching and developing.
 Monitor daily debriefs lead by the coaches with each group ensuring that the time is being used
productively and that the daily topics assigned is being covered.
 Daily traids with the Coaches as they deliver coaching to the agents they are assigned, to ensure
they are providing feedback that is specific, actionable and encouraging.
 Confirm that all coaches are knowledgeable and have integrated any new processes and
procedures into not only their calls but in their coaching’s with the new agents.
 Review and analyze all the teams’ statistics on a daily basis. Ensure team members receive the
appropriate ongoing skill development and training necessary to drive performance around the
client’s metrics. Following up on any concerns I have or see with the metrics.
 Assist the coaches in setting up a successfulcoaching plan for each of their agents, and follow
up to make sure it’s being followed or if we need to make any adjustments.
 ** As well as the standard manager duties.
Team Leader/ Manager , Convergys, WAH (work at home) 2011-2014

2. (828) 390*7096* Sakoenders@hotmail.com
Shannon Koenders
 Came home as a standard supervisor doing all the same things that I had done in the building
(listed below) as a team leader for the first year and a half. Meeting and exceeding all goals set
forth for me and my team. Then promoted to TCC.
Team Leader/ Manager, Convergys, Hickory, NC 2010-2011
 As a team leader,through effective coaching and motivation,led multiple teams to not only meet the
site goals but to go above the goals.
 Responsible for training,developing,and managing the performance of a team of 18-25 individuals,
each receiving prompt and effective coaching based off feedback from monitors,client feedback,or
customer complaints while creating an environment conductive to sales and exceeding monthly
customer satisfaction and salesgoals.
 Review and analyze team statisticson a daily basis to ensure team membersreceive the appropriate
ongoing skill development and training necessary to drive performance around the client’smetrics.
 Confirm team members are knowledgeable and have integrated any newprocesses and procedures
Within their calls by effectively coaching to close skillgaps.
 Developed and coached team membersto achieve challenging objectives as wellas develop action
plans designed to maximize performance and provide effective feedback to ensure client objectives
are achieved.
 Create a motivating goal-oriented team environment where agentsare successfulat selling by giving
constructive and encouraging feedback designed to hit our metrics and drive not only the individualto
meet their goals but the team to meet its goals as a whole.Ensuring that everyone gets the biggest
payout possible,which helps encourage good attendance.
 Hold weekly team meetings focused on communicating results,bestpracticesand sharing useful
information to ensure team members are knowledgeable and are able to take these best tips and any
policy changes and use them to drive success.
 Constantly sharing best practices and tips with othersupervisors to help the site meet its weekly goals.
 Helped write and start “Nesting”-a two week period aftertraining where allagentswould come to me
and my team of coachesthatI hired and trained,where we would work closely with them to continue
to grow their knowledge of the systems as wellas their customer service skills. Setting them up for
success when they went to their supervisor by having them at or above goalon allmetrics. When I
left the site to transferhome I had 3 supervisorsreporting underme that I trained to be nesting
supervisors. Iwould have daily meetings with them to go over their teamsmetrics and help set up
action plans to ensure the successof each team.
Sales Mentor, Convergys, Hickory, NC 2010-2010
 As a salesmentor,I coached individuals both in realtime (while on calls) as wellas after calls,
giving both positive and constructive feedback,adapting my approach based on the situation and
individual.

3. (828) 390*7096* Sakoenders@hotmail.com
Shannon Koenders
 Provided feedback that is specific,actionable and encouraging.
 Analyzed realtime sales pitches,and worked one on one to improve pitches and product
knowledge to sellmore,increase confidence,and motivate the agentsto push past objections and
close the sale.
 Motivated the team to foster a positive environmentby recognizing any and allcontributions and
help celebrate accomplishments,while maintaining open lines of communication with team
members and reaching out to help them personally with their needs.
 Helped developed trust and respect within the team thatdrove everyone to maximize their sales
and strive to be the best,kept agentshappy and calm during stressfulinteractions.
 Excellent troubleshooting skills-committed to properresolution of technicalissues,and able to
work with minimal direct supervision. Willprovide excellent customer service with a positive
attitude toward allrequestsby agents,sales mentors, and team leaders.
 Can identify,research,and resolve technicalproblems in a timely manner.
 Willing and able to respond to site requestseither in person,on the phone,or remotely.
Service and Sales Representative, Convergys, Hickory, NC 2 009-2010
 Provided quality customer service overthe phone while selling home services meeting and
exceeding site goals.
 Greeted customersover the phone in a friendly and professionalway,following pre-established
callflow,confirmed understanding of the reason forcalling,then resolved the issue,while asking
probing questions to determine customer future needsor objections so that this information could
be used to offerproducts and solutions based on their needs.
 Reached out to others on the team,aswellas other departmentsasneeded to ensure high quality
and timely resolution for the customer.
 Ability to take a highly upset customer,de-escalate the situation and resolve the issue while
building enough trust and rapportto sellmore productsand services.
 Troubleshoot and research customer issueswith service,features,billing, upgrades,and setting
payment arrangements.
 Worked with others to find newand creative ways to improve customersatisfaction and
maximize the ability to resolve calls quickly.
Accomplishments

4. (828) 390*7096* Sakoenders@hotmail.com
Shannon Koenders
I have received many awards and certificates. My latest one was TL of the month. I posted my
recognition below. Will be glad to supply all certificates and explain each if wanted.
Team Leader of the Month – Shannon Koenders on Cory’s PAN Team
I would like to nominate Shannon Koenders for TL of the Month. Shannon has done an outstanding job
throughout the month to get us ready for our upcoming project ramp plans. She completed all the required
tasks during our recent selection process for additional Transition Coaches. She added an extra step to the
selection process which involved an over the phone teach back session. This was implemented to gain a better
understanding ofthe candidate’s ability to effectively coach.Thus hoping to improve our attrition rates
throughout the transition period. She has worked diligently over the month to have the newly selected
Transition Coaches and recently hired PRT’s certified as per the new Global Operating Model. All training
was been completed in a timely and professional manner. The only remaining item is the Triad piece that will
take place as they start to support the training classes.Thanks to her focus, we are in a comfortable position
coming into the summer ramp. She has worked with the Training team to also support otherspecific areas of
the ongoing creation/implementation of the Transition Global Operating Model. Teamwork was key to
ensure a successfulvirtual implementation for our CAT. She has also taken the time to assist herpeers and
spent time with Stephanie to get her comfortable with the transition roles and responsibilities. I feel that she
has made a very valuable contribution to our success and Iappreciate everything she does on a daily
basis. Congratulations Shannon!
Work History
Store Manager
Store Manager
Harrington’s Jewelers
Shelley’s
2000-2005
2006-2009