Summary
Overview
Work History
Education
Skills
Timeline
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Shannon Adams

Blue Springs,MO

Summary

Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.

Motivated Supervisor focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee and company objectives.

Overview

21
21
years of professional experience

Work History

Customer Care Supervisor

CVS Healthcare
Lee's Summit, MO
09.2019 - Current
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Implemented customer service process improvements to limit wait times.
  • Delegated work to staff, setting priorities and goals.
  • Trained, managed and motivated employees to promote professional skill development.
  • Evaluated performance and incorporated feedback to implement improvement plans.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Managed daily operations, client relations and IT.
  • Monitored service levels from a variety of LOB to ensure adequate service levels.

CNA

John Knox Village Care Center
Lee's Summit, MO
01.2016 - 01.2018
  • Answered signal lights, bells or intercom systems to determine resident needs.
  • Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
  • Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
  • Observed and reported unusual symptoms and changes to charge nurse.
  • Used mobility devices to transport patients.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
  • Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.

Manager

Sonic Drive In
Blue Springs, MO
06.2003 - 08.2016
  • Revised department schedules to maximize coverage during peak hours.
  • Kept customer and food preparation areas clean and well-organized.
  • Adhered to company food, safety, quality and sanitation policies.
  • Supervised portion control and quantities of preparation to minimize waste.
  • Managed inventory and rotated food products in storage to avoid spoilage and waste.
  • Investigated and resolved customer complaints concerning food quality and service.
  • Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.

Education

Some College (No Degree) - Nursing

Penn Valley
Kansas City, MO

Certification - EMT - Emergency Medical Technician

Fort Osage Vocational
Independence, MO

Skills

  • Staff Coaching and Training
  • Computer Proficiency
  • Team Building and Motivation
  • Microsoft Office
  • Recruitment and Training
  • Reporting and Performance Analysis
  • Customer Service Management
  • Delegation and Supervision
  • Employee Training
  • Policy Enforcement
  • Performance Monitoring
  • Relationship Building
  • Multitasking and Prioritizing
  • Critical Thinking

Timeline

Customer Care Supervisor

CVS Healthcare
09.2019 - Current

CNA

John Knox Village Care Center
01.2016 - 01.2018

Manager

Sonic Drive In
06.2003 - 08.2016

Some College (No Degree) - Nursing

Penn Valley

Certification - EMT - Emergency Medical Technician

Fort Osage Vocational

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Shannon Adams