Open to opportunities

Shauntae Henderson

@shauntaehenderson

Message

I am a customer-focused professional seeking Customer Success Manager role.

United States

Message

What I'm looking for

I seek a Customer Success Manager role where I can use my customer engagement, problem-solving, and leadership skills to improve retention, collaborate cross-functionally, and grow professionally in a supportive, customer-centric organization.

I have 13 years of customer-focused experience across reservations, technical support, and sales where I consistently resolved complex issues, increased satisfaction, and often surpassed performance targets. I have a track record of managing high-volume inquiries, implementing strategic sales plans, and mentoring junior staff to drive results.

In my current role as an Owner Resolutions Specialist, I liaise across departments to streamline communication, interpret account details, and retain clients while adhering to policy and confidentiality standards. I am looking to apply my CRM proficiency, problem-solving skills, and leadership experience in a Customer Success Manager role to improve retention and drive customer value.

Experience

Work history, roles, and key accomplishments

Current

Owner Resolutions Specialist

Current

Wyndham Destinations

Jun 2022 - Present (3 years 4 months)

Managed and resolved complex owner inquiries and complaints, liaising across departments to improve service delivery and maintain owner satisfaction and retention.

Customer Retention CRM Confidentiality

Senior Sales Agent

iQor Holdings

Jul 2021 - Apr 2022 (9 months)

Managed and grew a portfolio of key accounts, implementing strategic sales plans and consistently exceeding sales targets while mentoring junior agents to improve team performance.

Account Management Sales Strategy CRM Coaching Cross Functional Collaboration Negotiation

Tier 1 Technical Support

Sitel

Jun 2020 - Mar 2021 (9 months)

Provided first-level technical support for Starbucks clients, diagnosing and resolving software and hardware issues while documenting interactions and escalating complex cases to higher-tier teams.

Technical Support Troubleshooting Ticketing Systems Documentation Remote Support

Reservations Specialist

IHG

Nov 2008 - Nov 2018 (10 years)

Managed high-volume inbound reservation inquiries, booking rooms and optimizing availability using reservation software; collaborated with sales to maximize occupancy and ensure guest satisfaction.

Customer Service CRM Communication MS Office Training