SHAWN P. ANDREW

North Easton, MA *****

508-***-**** adhsxg@r.postjobfree.com

https://www.linkedin.com/in/shawnandrew

DIRECTOR OF SUPPORT OPERATIONS

Accomplished customer service professional with a history of developing and mentoring high performing service and support organizations. Proven leader who excels at process improvement, client issue resolution and improving customer satisfaction. Demonstrated ability to manage multiple projects while delivering quality results.

Trusted leader Passionate for success Process improvement

Professional Skills:

Management & leadership

Tier 1 & 2 support ops

Customer Service

Communication

Team development

Change management

Client/Vendor relations

Electronic Data Interchange

Strategic planning

Specialties:

Process improvement

Complex issue resolution

Collaboration

Net Promoter Score

Listening & learning

Call center operations

EXPERIENCE

Director, Support Operations September 2009 – June 2020

United Health Group / Optum- Boston, MA

Developed and successfully executed annual business plans in alignment with corporate objectives.

Coached, motivated and inspired a team of support leaders and call center managers. Focused on leadership development and creating a positive work environment.

Managed Tier 1 and Tier 2 analysts supporting multiple products and services.

Established policies and procedures to improve service delivery and enhance interdepartmental workflow standards spanning multiple products.

Launched a new Support Readiness Program to improve deployment processes and increase client satisfaction.

Revised support processes to improve Net Promoter Scores resulting in 5-10% improvement each year.

Strong track record of developing rapport with diverse managers, colleagues, vendors and clients.

Experienced with leading and motivating work from home employees.

Partnered with cross department leaders to influence product life cycle planning with an increased focus on supportability concepts.

Actively engaged in support readiness planning resulting in an improved client and employee experience surrounding new product releases and updates.

Effective client advocate with strong conflict resolution skills.

Global resourcing - Effectively transitioned strategic support opportunities by partnering with global support and call center resources to deliver improved financials and consistent service levels.

Chosen as a mentor to help develop future leaders in United’s “Leadership Development Program”.

Strong oral and written communication skills with the ability to interact with resources at all levels of the organization.

Led continuous improvement activities to achieve world class customer service.

Planned, monitored and adjusted employee performance plans to balance key business objectives with individual employee goals.

Frequent “Bravo Award” recipient in recognition of leadership, collaboration and results.

Senior Director, Product Support August 1998 – July 2008

Sage Software – Healthcare Division- Walpole MA

Prior company names include VERSYSS, Physician Computer Network - PCN, Medical Manager, Emdeon

Provided leadership to a team of 150+ Help Desk Technicians and Managers located throughout the country supporting up to 11 Healthcare Practice Management Systems and Clinical applications.

Analyzed workflow, employee productivity, call metrics and overall organizational efficiency to ensure highest customer satisfaction levels.

Recommended new tools, improved processes, and product enhancements aimed at minimizing impact of department resources and the reduction of operational expenses.

Led due diligence evaluation and eventual consolidation efforts when company acquired competitive products, companies and reseller organizations; successfully managed the transition of client bases ranging from 50 to 1500 customers and associated staff.

Active participant in product life-cycle planning and product needs analysis.

ADDITIONAL RELEVANT EXPERIENCE

Director, Customer Relations / Strategic Planning

Physicians Computer Network – Needham MA

Marketing/Support Specialist

Private Employment- North Easton, MA

EDUCATION

Bachelor of Science – Business Marketing

Babson College- Wellesley, MA

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