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Shawna Knickerbocker is a seasoned professional with extensive experience in customer experience and sales within the spa and wellness industry. Currently employed at Universal Companies since February 2021 in a Special Projects role, Shawna has held various leadership positions at the same company since May 2007, including Director of Customer Experience, Director of Retail Partnerships, and Sales Manager for Distributors and Franchises. Key responsibilities have involved managing over 30 distributor and franchise accounts and ensuring alignment with business needs to deliver high-quality products and services. Shawna has also focused on coaching call center professionals, improving sales and customer service outcomes, and promoting customer advocacy across departments. Shawna holds a B.A. in English from Virginia Intermont College, obtained between 1996 and 2000.