PROFESSIONAL SUMMARY

Dedicated, multi-faceted, and results-driven professional with 15+ years of leadership experience in dynamic roles in backgrounds such as retail, hospitality and healthcare. Consistently deliver excellent customer support, overseeing various administrative tasks, and ensuring quality and compliance. Adept at fostering positive interactions and maintaining operational efficiency in remote and customer-focused environments. Recognized for leading teams to success, driving organizational excellence, and contributing to the overall success of diverse projects. Demonstrated ability to optimize operational processes and enhance team performance for successful outcomes.

PROFESSIONAL EXPERIENCE

Molecular Testing Labs Vancouver, WA

Sept 2021 to Nov 2023

Client Support and Processing Supervisor (Accessioning Dept.)

Oversaw hiring, training, annual reviews, recognition, coaching, and corrective actions for the accessioning team

Validated and entered demographic information, verified test orders, confirmed insurance details, and ensured accurate data input in the laboratory information system

Developed and implemented processes for documenting errors on requisition forms and specimen collection containers, initiating corrective actions to enhance accuracy

Established and maintained robust processes for scrutinizing all samples, guaranteeing acceptability and compliance with quality standards

Fostered communication between Customer Relations, Billing, and other departments, facilitating the rapid exchange of requested information

Adhered to safety and operational procedures, providing valuable suggestions for continuous improvement

T-Mobile Vancouver, WA

July 2018 to July 2019

Customer Service Specialist

Conducted thorough assessments of customers' mobile needs and preferences, offering tailored solutions and recommendations to enhance their overall mobile experience

Executed sales transactions with precision, ensuring accurate billing, activating devices, and providing detailed explanations of service plans and features

Demonstrated in-depth knowledge of products and services, addressing customer inquiries, troubleshooting issues, and resolving concerns to achieve high levels of customer satisfaction

Implemented proactive outreach strategies to existing customers, informing them of the latest promotions, upgrades, and additional services, resulting in increased customer retention and upselling opportunities

Collaborated with cross-functional teams to stay updated on the latest technology trends, promotions, and competitive offerings

Marshall Community Center Vancouver, WA

May 2008 to May 2019

Operations Supervisor, Aquatics – June 2012 to May 2019

Lead – May 2010 to June 2012

Lifeguard – May 2008 to May 2010

Documented incidents, safety measures, and pool conditions, maintaining accurate records for regulatory compliance

Assisted in administrative tasks, including proofreading and editing brochures and flyers, supporting training for new lifeguards and head guards, and managing office responsibilities such as stocking kiosks and making copies

Monitored and maintained chemical levels in the pool, ensuring compliance with health department regulations and prioritizing the safety of all pool users

ADDITIONAL EXPERIENCE

Rescare, Home Health Aide

Feb 2017 to June 2018

Children’s Village Orchards, Daycare Teacher

Jan 2014 to Feb 2017

Church & Dewight, Material Handler Sep 2019 to May 2021

CONTACT

360-***-****

ad28oz@r.postjobfree.com

Vancouver, WA

EDUCATION CERTIFICATIONS

Lean Six Sigma Yellow Belt

Vet Assistant Certification, Carrington College

Front Office Medical Assistant, Charter College

Leadership Training

Water Safety Instructor

KNOWLEDGE, SKILLS,

& ABILITIES

Client Relations

Customer Success

Technical Proficiency

CRM Software

EHR/EMR Software

Customer Retention Strategies

Cross-Selling/Up-Selling

Product/Service Knowledge

Call Handling/Phone Etiquette

Documentation/Record Keeping

Training/Mentoring

HIPAA/Confidentiality

Customer Advocacy

De-escalation Strategies

Regulatory Compliance

Quality Assurance

Research and Analysis

Sales Strategies

Strategic Leadership

Process Optimization

Performance Evaluation

Employee Engagement

Human Resource Processes

SOFT SKILLS

Effective Communication

Forward Thinking

Team Player

Time Management

Adaptability

Flexibility

Analytical & Logical

Resourceful

Positive Attitude

SHANNON CARI

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