Customer Support & Technical Support Specialist

Shane Gorrell

Clinton, IA *************@*****.*** 808-***-****

SUMMARY

A highly motivated and adaptable professional that provides high-level support across cross-functional teams. Passionate about learning and utilizing new technology platforms and applications. Proven ability to build lasting relationships with the ability to work in a fast-paced environment. Efficiently resolves conflict through active listening and exceptional customer service.

SKILLS

MAC OS Slack SAP Customer Service iOS

Quality Assurance Data Management Adaptable Process Improvement Scheduling

Servant Leadership Cross-Functional Collaboration Self-Motivated Continuous Learning

Teams Salesforce PSI Tracker Bomgar Genesys Cloud Phone System Canary Account Setup

Canary Home Base Station Installation Power BI MyMobility Working Remotely

RELEVANT EXPERIENCE

Zimmer Biomet 05/2022 – 4/2025

Product Support Techinician

Manage documentation of patients to provide transparency across the organization

Utilize excellent communication skills to provide technical support to patients and assist with successful Home Base Station activations

Action Salesforce tickets as they come in

Schedule Home Base Station activation appointments

Assist patients with activating their Mymobility accounts

Verify patient is correct in Power BI

Work with physicians to correct patient data

Protek CNC Sales Corp 08/2010 – 05/2022

Inside Customer Support Specialist and Tech Support

Manage documentation of sales quotes for machines to increase transparency and organization

Utilize excellent communication skills to build sustainable relationships and provide technical support

Manage parts needed for machine repair, resulting in timely orders

Schedule service for installation of new machines and resolve issues with existing machines

Prioritization of preventative maintenance for machinery to mitigate risks and provide feedback to the customer

Dispatch service technicians to new calls while they are in the field to reduce time spent between appointments

Lincare 07/2008 – 12/2009

Service Representative

Scheduled and delivered oxygen tanks to patients’ homes

Trained patients on how to use the oxygen tanks

Set up stationary oxygen machine to have residential accessibility

Delivered and set up walkers, bedside commodes, and wheelchairs

Collaborated with the home office to communicate inventory needs

Apple Valley Fireside 06/2005 – 07/2008

Office Manager

Managed a high volume of phone calls and troubleshoot customer concerns

Scheduled installations and supervised installers

Interviewed and hire new employees resulting in necessary headcount

Placed part orders and receive inventory orders using QuickBooks

Maintained accurate inventory to increase transparency

Used QuickBooks to bill and receive payments from customers

EDUCATION

Willow Park High School

Diploma

LICENSE AND CERTIFICATION

State of Iowa Insurance License: Life, Accident and Health

Exp: 08/2029

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