SHANEL POLLARD
Petersburg
Summary
Dynamic Operations Manager and Remote Service Expert with over 10 years of experience across logistics, financial services, and world-class guest relations. Recognized for integrating advanced technologies-including robotics and proprietary CRM platforms-to drive productivity and reduce operational costs. Summa Cum Laude graduate with a 4.0 GPA, committed to excellence in high-volume, remote-first environments.
Overview
10
10
years of professional experience
Work History
MARKET OPERATIONS MANAGER
Carvana
Richmond
01.2025 - 01.2026
- Directed regional market operations, overseeing logistics and inventory efficiency for a large-scale automotive disruptor.
- Mentored and led a diverse team of 70+, fostering professional development and achieving high employee engagement.
- Analyzed complex regional sales and performance data to identify bottlenecks, implementing targeted solutions that improved process efficiency.
- Ensured 100% compliance with strict inventory protocols and regulatory standards to minimize operational discrepancies.
AREA MANAGER
Amazon
Smithfield
11.2022 - 01.2025
- Supervised a team of 40+ associates in a fast-paced fulfillment environment, boosting overall productivity by 10%.
- Spearheaded the launch of a 620k sqft robotics-integrated warehouse, managing the flow of up to 5M units processed weekly.
- Decreased employee turnover by designing and executing comprehensive training programs, resulting in a marked increase in staff satisfaction.
- Exceeded performance targets by 15% through meticulous revenue management and performance metric analysis.
REMOTE TAX SUPPORT SPECIALIST
Intuit
Remote
01.2023 - 01.2024
- Provided high-level technical troubleshooting and software navigation support for tax professionals and individual filers.
- Managed sensitive PII (Personally Identifiable Information) with 100% adherence to security and privacy protocols.
- Resolved complex customer inquiries by multitasking across multiple software interfaces while maintaining top-tier quality assurance scores.
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
Remote
01.2022 - 01.2023
- Served as the primary point of contact for inbound service requests, utilizing digital communication tools to resolve issues in a virtual call center setting.
- Consistently met KPIs for Average Handle Time (AHT) and First Call Resolution (FCR) while navigating high-volume queues.
- Demonstrated self-motivation and disciplined time management while working in a fully autonomous remote environment.
ASSISTANT SUPERVISOR
USIC LLC
Orlando
07.2019 - 10.2022
- Managed financial resources for Fortune 500 telecom clients, ensuring high accuracy and minimal financial loss.
- Completed over 1,000 site setups with a 99.9% precision rate, demonstrating extreme attention to detail and care.
- Trained and mentored new hires in best practices for customer service and operational safety, boosting team morale.
RETENTION & SERVICE SPECIALIST
Spectrum
Orlando
01.2018 - 01.2019
- Managed high-pressure inbound calls involving billing disputes, technical service outages, and account cancellations.
- Successfully utilized "save" techniques to retain customers considering cancellation, contributing directly to regional revenue stability.
- Documented detailed account notes and processed service orders using complex CRM software with high accuracy.
GUEST SERVICE REPRESENTATIVE
SeaWorld Parks & Entertainment
Orlando
01.2017 - 01.2018
- Facilitated guest resolutions regarding ticketing, park experiences, and annual pass memberships in a high-volume contact center.
- Acted as a brand ambassador, ensuring every interaction met the high standards of the tourism and entertainment industry.
RESERVATIONS SALES AGENT
The Walt Disney Company
Orlando
01.2016 - 01.2017
- Coordinated intricate vacation packages, including dining, lodging, and transportation, for a global clientele.
- Balanced sales targets with "guest-first" service, consistently receiving positive feedback for communication and problem-solving.
Education
Bachelors Degree - Business Management
DeVry University
Skills
Technical Skills:
- CRM Management (Salesforce/Oracle), Tax Software (TurboTax), Microsoft Office 365, Slack/Teams/Zoom, Data Analytics (Tableau), Robotics Logistics
Operation Skills:
- Remote Team Leadership, KPI Optimization, Change Management, Conflict Resolution, Training & Development, Project Management
Timeline
MARKET OPERATIONS MANAGER
Carvana
01.2025 - 01.2026
REMOTE TAX SUPPORT SPECIALIST
Intuit
01.2023 - 01.2024
AREA MANAGER
Amazon
11.2022 - 01.2025
REMOTE CUSTOMER SERVICE REPRESENTATIVE
Teleperformance
01.2022 - 01.2023
ASSISTANT SUPERVISOR
USIC LLC
07.2019 - 10.2022
RETENTION & SERVICE SPECIALIST
Spectrum
01.2018 - 01.2019
GUEST SERVICE REPRESENTATIVE
SeaWorld Parks & Entertainment
01.2017 - 01.2018
RESERVATIONS SALES AGENT
The Walt Disney Company
01.2016 - 01.2017
Bachelors Degree - Business Management
DeVry University