Corey Shook
Customer Support - Supervisor
Phoenix,AZ
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results, and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
3
3
years of post-secondary education
10
10
years of professional experience
Work History
Customer Support Supervisor - Account Specialist
Caris Life Sciences
Phoenix, AZ
06.2020 - Current
- Managed daily operations of 10 employees remotely.
- Applies strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored employees' productivity, accuracy and adherence to defined processes by using excel sheets and other reporting tools to enable proactive action on delays compromising customer care
- Creates performance objectives and strategies to help struggling team members increase productivity and meet daily discrepancy metrics.
- Develops training, task and process guidelines and communicated clear and concise directions to employees.
- Assesses job applications and made hiring recommendations to bring in top candidates for key vacancies on Account Specialist team.
- Maintains compliance with company policies, objectives and communication goals.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Account Specialist
Caris Life Sciences
Phoenix, AZ
04.2018 - 06.2020
- Conferred with existing and potential customers to assess requirements and propose optimal solutions.
- Worked with sales team to collaborate and develop growth by 50% in east coast.
- Supported customers continuously in east coast, south central, and great plains area remotely.
- Interacted with problematic accounts, helping to build lasting rapport and ensuring their oncology patient's are cared for.
- Efficient with Salesforce and proper account notation to keep all teams on same page with client communication and action.
Client Services Advocate
Caris Life Sciences
Phoenix, AZ
01.2016 - 03.2018
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Delivered outstanding service to clients to maintain and extend rapport to communicate our goal in relieving patient suffering.
- Led projects and analyzed data to identify opportunities for improvement
- Successfully navigated several different online based programs to order supplies, back up billing team, and verify correct information of pathology and oncology offices.
- Awarded Quarter 3 Top Performer award for Client Services in 2017.
Specimen Processing Clerk
Caris Life Sciences
Phoenix, AZ
11.2015 - 12.2016
- Using team work and concentration, inputted patient information into individual patient cases.
- Created and accessioned over 30 oncology cases per day.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity and reducing case creation time without sacrificing accuracy.
- Commonly assigned quality control by using high attention to detail to ensure other teammates cases were inputted correctly.
- Efficiently opened specimen kit packages under video receipt cameras.
- Maintained excellent attendance record, consistently arriving to work on time
Medical Transcriptionist
Miraca Life Sciences
Phoenix, AZ
03.2015 - 11.2015
- Started in entry level accessioning for case entry, but was cross-trained transcriptionist before being promoted full-time to Medical Transcription for anatomic pathology.
- Recorded information using word processing, dictation and transcription software and equipment.
- Translated medical jargon into correct terminology
- Referred to variety of medical sources to prevent mistakes in medical terms
- With high attention to detail, transcribed 100+ diagnostic reports daily for Pathologists within Miraca providing patient's doctors with results.
Assistant Manager
Little Caesars
Phoenix, AZ
01.2012 - 02.2015
- Worked part time while full-time college student.
- Promoted from crew member to assistant manager in 2013.
- As key holder, responsibilities included opening/closing store, ordering of needed food/supplies, and daily morning counts on money from previous night sales.
- Resolved customer complaints, managed 5-12 staff members each shift to complete daily tasks such as preparation, order taking, and ensuring customer satisfaction with strong workflow knowledge.
- Provided strong leadership skills during busy times with minimal staff to provide excellent customer service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
Education
Associate of Science - Medical Transcription
Gateway Community College
Phoenix, AZ 01.2012 - 01.2015
Skills
Priority management
Strategic planning
Team Building
Leadership
Documentation skill
Customer Relations
Microsoft Office proficiency
Customer response
CRM
Creative problem solving
Recordkeeping strengths
Account management
Good listening skills
Key holder experience
Timeline
Customer Support Supervisor - Account Specialist
Caris Life Sciences
06.2020 - Current
Account Specialist
Caris Life Sciences
04.2018 - 06.2020
Client Services Advocate
Caris Life Sciences
01.2016 - 03.2018
Specimen Processing Clerk
Caris Life Sciences
11.2015 - 12.2016
Medical Transcriptionist
Miraca Life Sciences
03.2015 - 11.2015
Assistant Manager
Little Caesars
01.2012 - 02.2015
Associate of Science - Medical Transcription
Gateway Community College
01.2012 - 01.2015