Shannette Santos
The Bronx,NY
Summary
Strong leader and problem-solver dedicated to streamlining operations. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Uses independent decision-making skills and sound judgment to positively impact company success. Clear understanding of Radnet policies. Motivated to learn, grow and excel within our organization
Overview
11
11
years of professional experience
Work History
Provider Services Representative
Radnet Sales
New York, NY
01.2022 - Current
- Enhanced customer satisfaction by efficiently resolving provider inquiries and concerns.
- Manage Accounts to grow volume for Imaging Centers working closing with Imaging Center Managers.
- Assess the needs of Referring Physicians and monitors the effectiveness of any implemented changes.
- Maintain up-to-date knowledge on company products, services, and industry trends to provide accurate information to providers.
- Collaborate with cross-functional teams to resolve complex provider issues, resulting in improved provider relations.
- Salesforce and Mindtickle SuperUser; Assist with coaching and supporting NYMetro Team with new system software and updates
East Coast Training and Delivery Manager
RadNet Contact Center
New York, NY, New Jersey, MD, Delaware
07.2020 - 12.2021
- Managed a team of Trainers, providing guidance and support to team members.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Assisted with the development of the training programs, including designing training material, coordinating training schedules and ensuring that all training programs are delivered effectively.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Developed a streamlined onboarding process for new hires, decreasing ramp-up time and increasing productivity.
Learning & Development Manager
Radnet Contact Center
New York, NY
10.2019 - 07.2020
- Trained and mentored new employees hired to fulfill scheduling role
- Developed curricula, instructions, and, documentation for Contact Center training courses
- Coordinated refresher courses for employees to better understand company mission, streamlining daily activities and changes
- Used PPT to design and implement trainings for the Contact Centers
- Manage multiple tasks supporting training requirements
- Manage the Contact Center Trainers and Coach
Contact Center Manager
Radnet; Lenox Hill Radiology
10.2018 - 10.2019
- Established and oversaw performance targets for call center associates
- Effectively managed the Pelham Team, tracking employee attendance and punctuality,addressing repeat problems
- Assisted in recruiting, hiring and training of team members
- Assisted agents with scheduling discrepancies via Help Me line
Imaging Center Team Leader
Radnet; Lenox Hill Radiology
10.2017 - 10.2018
- Mentored and guided employees to foster proper completion of assigned duties
- Assisted Site Manager with daily operations
- Tallied up daily revenue and prepare revenue reports
- Registered patients
- Ordered supplies and managed inventory
Patient Service Representative Team Lead
Radnet; Lenox Hill Radiology
10.2016 - 05.2017
- Scheduled appointments
- Assisted in supervision of all PSR's
- Assisted in training staff in order to help develop office protocol
- Register patients when needed
Patient Service Representative
Westside Radiology; Lenox Hill Radiology
04.2013 - 10.2016
- Assisted patients in filling out check-in and payment paperwork
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Carried out day-day-day duties accurately and efficiently
Education
Associate of Applied Science - Criminal Justice
Monroe College
The Bronx, NY06.2016
Skills
- Data organization
- Employee training
- Training material development
- Conflict resolution
- Team building
- Planning and Coordination
- MS Office
- Collaboration
- Call Center Experience
- Provider Relations
- HIPAA Compliance
Timeline
Provider Services Representative
Radnet Sales
01.2022 - Current
East Coast Training and Delivery Manager
RadNet Contact Center
07.2020 - 12.2021
Learning & Development Manager
Radnet Contact Center
10.2019 - 07.2020
Contact Center Manager
Radnet; Lenox Hill Radiology
10.2018 - 10.2019
Imaging Center Team Leader
Radnet; Lenox Hill Radiology
10.2017 - 10.2018
Patient Service Representative Team Lead
Radnet; Lenox Hill Radiology
10.2016 - 05.2017
Patient Service Representative
Westside Radiology; Lenox Hill Radiology
04.2013 - 10.2016
Associate of Applied Science - Criminal Justice
Monroe College