Resume

Shelby Watson

Nashville, TN • linkedin.com/in/watsonrs

Customer Success and Operations specialist with expertise in onboarding, process automation, stakeholder management, and technical support for SaaS and mission-driven organizations. Recognized for delivering excellent partner experiences, streamlining systems, and driving measurable improvements in satisfaction, retention, and team efficiency. Committed to enabling seamless customer journeys and supporting organizational growth with data-driven solutions and a proactive approach.

Experience

America's Thrift Stores

Donations Growth Specialist

June 2025 – November 2025 | Remote/Nashville, TN

  • Directed multi-state Bags for Bucks fundraising operations, launching 100+ partner drives and boosting partner retention through structured onboarding and continuous support.

  • Built automated Airtable dashboards consolidating scheduling, payment, and data integrity tracking — cutting manual work 40% and improving cross-team visibility.

  • Created scalable onboarding collateral and SOP documentation, reducing average partner time-to-launch by 30% and improving partner readiness across regions.

  • Served as sole liaison for partner organizations, managing end-to-end communication, logistics, and issue resolution with empathy and professionalism.

  • Maintained data accuracy across Airtable, Vonigo, and financial reporting systems, ensuring reliable tracking of partner status, payments, and pickups.

  • Collaborated with Marketing and Field Operations teams on themed campaigns, maximizing community engagement and drive enrollment.

  • Developed internal Airtable training guides and coached new team members and ADLMs on data workflows, ensuring consistent processes across five states.

  • Standardized partner tracking and reporting structure, giving leadership real-time visibility into active drives and forecasted revenue.

Magnitude 10.0 Gymnastics

Program Coordinator

Nashville, TN | 2024 – 2025

  • Managed high-volume scheduling and inquiries for after school programs--resolving conflicts and driving repeat participation with timely, positive communication.

  • Strengthened family relationships and brand reputation through personal support and service.

  • Implemented scheduling and inventory improvements, raising operational accuracy and staff efficiency.

  • Delivered rapid, empathetic responses to shifting demands during program transitions and peak times.

Dell Technologies

Business Advisor

Remote | 2023 – 2024

  • Built and managed robust SMB client pipelines, applying consultative selling and onboarding techniques to exceed adoption targets.

  • Provided post-sale support and technical troubleshooting, maximizing client satisfaction and solution ROI.

  • Negotiated pricing and contract terms in concert with subject matter experts, achieving account growth and revenue goals.

  • Collaborated across teams to align recommendations, close knowledge gaps, and deliver seamless customer experiences.

Empowerly College Counseling

Customer Success & Operations Associate

Remote | 2022 – 2023

  • Delivered client onboarding and lifecycle support, increasing engagement and retention for education SaaS programs.

  • Authored customer success playbooks, standardized documentation, and developed team-wide training modules for operational consistency.

  • Gathered, analyzed, and reported client feedback data, driving continuous process improvements and higher satisfaction.

Cloud Kitchens

Onboarding Specialist

Remote | 2021 – 2022

  • Owned onboarding for new restaurant partners, delivering hands-on platform training and problem resolution.

  • Unified kickoff meetings, set clear expectations, and led each partner through every milestone to reduce technical and operational blockers.

  • Collected partner feedback and collaborated with product/support leads to improve solution rollout.

Postmates / Uber

Account & Tech Support Specialist

Remote | 2020 – 2021

  • Delivered customer and partner support for complex tech platforms, diagnosing and resolving account, software, and fulfillment issues quickly and clearly.

  • Achieved high first-contact resolution rates through structured troubleshooting and customer education.

  • Documented recurring issues and collaborated on solutions, supporting platform reliability and service enhancements.

Skills

  • Customer Success & Relationship Management

  • Workflow Automation (Airtable, Salesforce, Vonigo, HubSpot)

  • Partner Onboarding & Training

  • KPI Reporting & Data Analytics

  • Cross-Functional Communication

  • Conflict Resolution & Problem Solving

  • Program & Project Operations

  • Process Documentation & Optimization

  • Remote and Hybrid Team Support

Certifications

  • Customer Success Fundamentals – SuccessHACKER (2025)

  • Airtable Systems & Automation – ATS (2025)

Education

Communications and Psychology

University of Tennessee, Chattanooga

Technical Proficiencies

  • Airtable

  • Vonigo

  • Salesforce

  • Hubspot

  • Zendesk

  • Jira

  • Google Workspace

  • Data Visualization

  • POS Systems

  • Remote Team Tools

Additional Competencies

  • Active Listening

  • Conflict Resolution

  • Creative Problem Solving

  • SOP Authoring

  • Analytical

  • Verbal Communication