Shannon De Marco

Shannon De Marco has a diverse work experience spanning various industries. Shannon began their career in 2013 as a Wholesale Craft Beer Sales & Distribution professional at Thorn Street Brewery. In 2015, they worked as a Regional Craft Beverage Manager at Best Beverage Catering and as a Creative Director at Top Hat Provisions.

In 2018, Shannon joined GoFundMe as a Customer Support Trainer, where they handled daily customer service requests and helped implement live chat as a support channel. Shannon also onboarded new employees and organized department-wide meetings. Additionally, Shannon monitored and responded to third-party website reviews, wrote coaching content for the GoFundMe HelpCenter, and tracked search patterns in the Help Center.

From 2020 to 2022, Shannon worked at The Crafter's Box as a Customer Experience Manager. In this role, they analyzed customer data, identified recurring issues, and shared findings with other departments for improvement. Shannon also established a Help Center to promote self-service options and reduce ticket volume.

Shannon's most recent position was at ClickUp, where they held multiple roles. Shannon started as a Customer Support Representative in 2020 and later transitioned to become a Customer Support Trainer. Shannon collaborated on training modules, launched a live support channel, and created a continued learning curriculum for the support team. In their last role at ClickUp, Shannon served as a Senior Product Trainer, Internal Enablement, responsible for training and enabling internal teams.

Currently, Shannon is working as a Customer Onboarding Manager at Crayon, a position they started in 2022.

Shannon De Marco attended Grossmont College from 2009 to 2011, but did not obtain a degree or pursue a specific field of study during that time. In terms of additional certifications, Shannon obtained the Articulate Storyline Essential Training certification from LinkedIn in December 2021. More recently, in May 2022, Shannon completed the Conducting a SWOT Analysis course through LinkedIn. Additionally, in August 2022, Shannon obtained the Certified Architect of Competitive Intelligence certification from Crayon. Finally, in December 2022, Shannon achieved the Certified Customer Success Manager (CCSM) Level 1 certification from SuccessHACKER.