Remote worker with 11+ years of experience - Last seen 8 months ago

I am a fully caffeinated, seasoned support professional with over 15 years of experience driving operational excellence and delivering exceptional customer experiences. I have proven expertise in leading high-performing global support teams, optimizing workflows, streamlining processes, and fostering cross-functional collaboration. I am also skilled at troubleshooting complex technical issues, managing escalations, and providing expert solution engineering.

Skills:
- Team Leadership - 6 years developing support teams and promoting collaboration for seamless global customer service
- Program Development - 8 years creating employee training programs that reduced ramp-up time by 25-30% on average
- Customer Satisfaction - Achieved satisfaction scores 20% higher than industry benchmarks through customer effort scoring
- Community Management - 6+ years developing and leading communities around various interests
- Operational Efficiency - 6+ years designing and implementing workflow improvements for team efficiency, enabling smaller teams to accomplish more in 6 months
- Project Management - 8 years leading CRM and helpdesk migrations to platforms like Salesforce, Zendesk, Zoho
- Metrics-Driven - 5+ years building KPI reporting aligned with company goals and team needs

A leader quick to build new skills, proficient in building high-caliber support teams (in-office or remote), implementing process improvements, and cultivating an environment of continuous learning to drive success.

I enjoy learning new things and connecting with people across industries. Feel free to reach out via LinkedIn direct message.

🛂 Nationality	🇺🇸 United States
🏡 Residency	🇺🇸 United States
📍 Location	🇺🇸 United States
Remote OK	rok.co/@shawncarter
LinkedIn	http://linkedin.com/in/cartershawn
Skilled in	web design podcasting writing content strategy training and dev webinar management support operations solutions engineering operations management office administration human resources workflow management technology integration workforce planning reporting and analysis customer support team leadership crm project management performance metrics salesforce zendesk administration customer service employee training social media marketing process dev troubleshooting data management training leadership sales operations technical writing management customer satisfaction time management public speaking seo software documentation js microsoft excel blogging data retrieval bartending data analysis marketing windows call centers photoshop html online marketing administrative assistant database graphic design photography phone support case management microsoft office microsoft sql microsoft word technical support data entry outlook event planning social networking social media communication sales account management
Fluent in	english
Preferred timezone	-5,-6,-7,-8,-9,-10
Preferred annual pay (min)	$95,000/year
Preferred hourly pay (min)	$46/hour
Last seen	8 months ago
Signed up	8 months ago
Badges	👨‍💻 Remote worker 🎨 Maker 🎖 Early adopter