Project Management Customer Service

Shawn Caccia

Organizational Leader

*****.******@*****.*** • 561-***-****

Ellenton, FL 34222

Summary

Accomplished professional with a proven career history of quantifiable improvements.

Skilled in solving complex problems and turning them into successes.

Experienced leader able to cultivate high-quality employees that meet or exceed business objectives.

Proven ability to improve processes for efficiency and set up strategies for success.

Ability to balance motivation with accountability.

Able to use data analysis to drive business decisions, projects, and improvement initiatives.

Education

Bachelor in Business Administration / Finance

Strayer University

Tampa, FL

Magna Cum Laude

Indeed Assessments

Problem-Solving – Expert 2022

Management & Leadership Skills – Impact & Influence – Expert

2022

Management & Leadership Skill Planning & Execution – Expert 2022

Customer Focus and Orientation – Expert 2022

Attention to Detail – Expert 2020

Analyzing Data – Expert 2020

Technological Skills

CRM Systems

Insurance Portals

Accounting and Budgeting Software

User Acceptance Testing

SharePoint

Microsoft Office Suite

Areas of Expertise

Team Development

Recruitment & Training

Budget Oversight

Revenue Lifecycle Management

Business Analysis

Project Management

Financial Forecasting

Team Collaborations

Change Management

Quality Assurance

Accomplishments

Proven record of leading struggling teams to success through effective improvement initiatives, KPI-based motivation, accountability, and employee development.

Award-winning history for leadership, sales results, customer feedback scores, and technical advancements. Recognized as Manager of the Year.

Multiple time Customer Service award winner due to ability to listen and translate technical jargon for customers.

Selected to coach peers to ensure compliance and top-quality results through self-developed processes, multi-team collaborations and financial growth.

Professional Experience

MCR Health 2022 – 2023

Compliance Auditor / Authorizations and Referrals Team Lead

Processing referrals and authorizations in a timely manner. Directing team in processing improvements and streamlining process.

Worked in hybrid role with Human Resources ensuring compliance guidelines were met for accreditations.

Moved full-time to Authorizations and Referrals department.

Learned and adapted quickly which resulted in covering a wider breadth of authorization types and being promoted to team lead within weeks.

Currently working to improve processing results by producing a standardized workflow all reps can follow which streamlines process.

Developing standardized accountability guidelines for which team members are expected to meet to guarantee success of department

Recognized for improvements made within the department.

AT&T, Multiple Florida Locations 2003 – 2020

Project Manager / Area Manager / Store Manager

Manage operations across multiple locations while conducting financial analysis, P&L oversight, and actionable data insights. Cultivate top performing teams through effective recruitment, training, development, and leadership. Translate technical jargon to a level all clients and staff can understand. Oversee store inventory, resolve payroll issues, and tackle escalated customer complaints.

Improved a location’s performance from #217 out of 242 to #17 within a year.

Awarded Manager of the Year for the state of Florida.

Recognized for highest close rate of sales and highest customer feedback.

Achieved the highest small business sales within the region.

Hand-selected by senior leadership regarding unique processes.

Project management for integrations of systems, products, and services.

Annual store audits consistently rank in the top 5% of the U.S.

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