1. Classified - Confidential
SHANNA B. JEFFERSON
1050 Declaration Ct, McDonough, GA 30253, 803-556-1602, sj230036@gmail.com
QUALIFICATION SUMMARY
 Demonstrated capability as Authorized Department Supervisor and Trainer for Customer Care Center
 Strengths include excellent eye for detail, time management, oral & visual presentation, team player, leadership,
interpersonal and problem solving skills
 Provide Floor Support for Customer Care Department and managed System Down Program for NCR Technical
Support Team
 Proficient in planning and completing projects in time critical situations
 Proficient in Microsoft Office Suite
 Familiar with Prototype and New Install projects and lab testing
PROFESSIONAL EXPERIENCE
Toys R Us Distribution Center – McDonough, GA
Inventory Control Administrator
 Maintain and control inventory by ensuring SOP requirements, resolving conflicts troubleshooting and correcting
discrepancies
 Maintain product identification and location and inventory control
 Perform physical inventories, RF cycle counts, reconciliations tracking, and report non-conforming products
 Use computerized inventory software to record, track, and maintain all inventory related data
 Ability to analyze and solve problems.
 Research and manifestation for daily wave
Coca-Cola Refreshments - Atlanta, Georgia
Internship as Volume Analyst for Wendy’s Finance Department
 Reconcile customer volume and research discrepancies requested by customer, account managers, and profit
centers
 Create consistent templates and a validation process to audit work
 Manage and coordinate the ongoing maintenance and monitoring of standard data and performance measures and
track divestitures that impact payments/reimbursements
 Coordinate reporting changes for management books, year-end reporting, and financial databases to ensure data
reflects organizational structure
 Provide technical and business issue resolution support
 Produce information by transcribing, formatting, inputting, editing, retrieving, copying, and transmitting text, data, and
graphics
 Analyze and summarize customer data using pivot tables vs VLOOKUP.
 Review Freestyle vs Legacy CSD, DOE vs Loaned equipment, etc. to assist in contract administration
NCR Corp, - Peachtree City, GA
Call Center Supervisor
 Managed team specializing in remote desktop management and PLC auditing
 Created business rules for applications and implement new customized processes
 Implemented new processes and customized training solutions
 Determined next steps in problem resolution and escalation
 Hired, trained, and supervised customer service staff.
 Identified and maintained the records on team training needs
 Provided direction and support to the management team
 Coordinated assigned projects of medium scope and complexity
 Provided work direction and supervision for team of 20 Customer Care Technical Agents
 Audited calls to document performance and service levels
 Worked closely with Account Managers to ensure new installs were completed correctly and within the projected ETA
Call Center Team Lead

2. Classified - Confidential
 Provide technical supervision to the SST team’s remote technical support
 Provide work direction and supervision to a team of twenty help desk agents
 Ensure that all responsibilities and SLAs were being met
 Generate shift and performance reports to other supervisors and management
 Complete payroll for team based on hours worked and vacation time
Call Center Analyst 1
 Answered phone calls for NCR Solutions helpdesk to better serve customers with back office and other technical
issues
 Create work tickets in GEMS for Customer Engineers
 Created work orders for onsite technical support
 Monitor support ticket for efficient closing
 Remote into sites to perform maintenance such as programming errors, diagnostic errors, clear orders from point of
sale, reload files using PC Anywhere and VNC
 Assisted call center for Compris in Canada resulting in decreasing overall SLA and TPI by 30%
Federal-Mogul Corporation, - Orangeburg, SC
CNC Machine Operator II
 Read and interpret blueprints to comprehend work order
 Plan machining activities keeping in mind the work orders and engineering plans
 Refer to specifications, orthographic drawings and reference planes to understand the project effectively Work with
geometric dimensions and tolerances to plan machining activities
 Check stocks inventory to ensure appropriate stock is available to start a machining project
 Anticipate needed stock and order low supplies Enter instructions and program mills and lathes including reference
points to ensure smooth running of the machine
 Safely load and unload castings and raw materials into the machinery
 Change tools and cutting inserts
EDUCATION
Orangeburg, Calhoun Technical College, Orangeburg SC
Associate Degree of Computer Technology
Interactive College of Technology, Morrow, GA
Associate Degree of Business Information Management
Certified Microsoft Office Specialist