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I am a compassionate and results-driven leader with more than twenty years of experience in customer service, team management, and digital communication. I have led frontline teams through complex challenges, built trusted relationships with customers, and driven measurable improvements in service quality and efficiency. I thrive on people, progress, and purpose—striving to inspire teams, foster growth, and deliver meaningful results that strengthen customer relationships and advance company success. Currently I serve as Assistant Customer Service Manager at Food Lion, and I bring a hands-on, collaborative approach to every project and initiative.…I am a compassionate and results-driven leader with more than twenty years of experience in customer service, team management, and digital communication. I have led frontline teams through complex challenges, built trusted relationships with customers, and driven measurable improvements in service quality and efficiency. I thrive on people, progress, and purpose—striving to inspire teams, foster growth, and deliver meaningful results that strengthen customer relationships and advance company success. Currently I serve as Assistant Customer Service Manager at Food Lion, and I bring a hands-on, collaborative approach to every project and initiative.

Shannon N. Poteat

Project Manager, Content Creator, Web Designer, +2

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I am a compassionate and results-driven leader with more than twenty years of experience in customer service, team management, and digital communication. I have led frontline teams through complex challenges, built trusted relationships with customers, and driven measurable improvements in service quality and efficiency. I thrive on people, progress, and purpose—striving to inspire teams, foster growth, and deliver meaningful results that strengthen customer relationships and advance company success. Currently I serve as Assistant Customer Service Manager at Food Lion, and I bring a hands-on, collaborative approach to every project and initiative.…I am a compassionate and results-driven leader with more than twenty years of experience in customer service, team management, and digital communication. I have led frontline teams through complex challenges, built trusted relationships with customers, and driven measurable improvements in service quality and efficiency. I thrive on people, progress, and purpose—striving to inspire teams, foster growth, and deliver meaningful results that strengthen customer relationships and advance company success. Currently I serve as Assistant Customer Service Manager at Food Lion, and I bring a hands-on, collaborative approach to every project and initiative.

Available to hire

I am a compassionate and results-driven leader with more than twenty years of experience in customer service, team management, and digital communication. I have led frontline teams through complex challenges, built trusted relationships with customers, and driven measurable improvements in service quality and efficiency.

I thrive on people, progress, and purpose—striving to inspire teams, foster growth, and deliver meaningful results that strengthen customer relationships and advance company success. Currently I serve as Assistant Customer Service Manager at Food Lion, and I bring a hands-on, collaborative approach to every project and initiative.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Work Experience

Assistant Customer Service Manager at Food Lion

March 1, 2025 - October 16, 2025

Manage front-line cashiers to meet customer service expectations; assist the customer service desk with returns, Western Union services, money orders, and other customer concerns as well as general office duties; manage cash office to ensure money is accounted for properly and hold cashiers accountable for till shortages or overages; assist with interviewing, onboarding, and training needs for new employees.

Associate Project Manager at AT&T

May 1, 2024 - October 16, 2025

Communications to the Business Organization per the needs and requests of the VP and other clients; create monthly newsletters highlighting various aspects of the business including recognition, HR updates, policy links, and relevant topics; managed social media pages; video production and editing for leadership videos, educational content, monthly celebrations, and client requests.

Inbound Team Manager/Sales Coach at AT&T

July 1, 2022 - October 16, 2025

Coached and developed frontline agents to be strategic and conversational to drive sales; incorporated alternate coaching methods to improve performance; identified skill gaps and collaborated with Team Lead to close gaps and implement improvements.

New Hire Manager at AT&T

August 1, 2015 - October 16, 2025

Interfaced with staffing manager to interview and select qualified call-taking candidates; managed each new hire class during a 30–60-day training period.

Floor Support Team Manager at AT&T

April 1, 2015 - October 16, 2025

Hired and managed qualified representatives to act as liaisons between front line representatives and management; ensured all customer callback commitments were completed on schedule; maintained adequate floor support coverage for seamless customer interactions.

Team Manager at AT&T

December 1, 2011 - October 16, 2025

Provided weekly and monthly stats and tools to help representatives meet goals; conducted weekly team meetings and leadership reviews; assisted representatives with customer calls and provided direction on handling inbound calls.

Quality Analyst at AT&T

November 1, 2006 - October 16, 2025

Monitored and provided feedback on inbound calls; conducted monthly meetings with assigned teams; facilitated weekly calibration sessions with local and national quality groups.

Credit Analyst at AT&T

February 1, 2002 - October 16, 2025

Inbound call taking representative responsible for assisting agents with activations, credit checks, and upgrades; consistently met and exceeded company goals and standards; provided excellent customer service on all calls.