Shannon Clark
East Northport,NY
Summary
Highly-dependable individual with superior communication and organization skills. Possessing personable, honest and compassionate demeanor.
Overview
16
16
years of professional experience
Work History
Lead Customer Service Representative
Northwell Labatories
Glendale, NY
07.2019 - Current
- Oversaw daily operations of the call center team including scheduling shifts, assigning tasks.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted in resolving escalated customer complaints.
- Provided guidance and support to customer service representatives.
- Handled inquiries from customers regarding product information or services offered.
Client Service Supervisor
Vca Antech Diagnostics
Lake Success, NY
10.2016 - 07.2019
- Handling high-volume inbound calls accurately and quickly identifying the clients' needs. Resolving or escalating as needed to ensure client satisfaction.
- Responding promptly and accurately to all inquiries from clients and staff via email, fax, and phone.
- Training and mentoring staff members.
- Providing test information to veterinarians and staff to ensure correct sample submission.
- Working alongside technical support to resolve website and reporting issues.
- Contacting clients in a timely manner regarding any incorrect sample submissions.
- Working with on-site doctors and laboratory staff to facilitate client requests.
- Ensured compliance with applicable laws and regulations related to customer service standards.
Client Service Representative
Vca Antech Diagnostics
Lake Success, NY
10.2008 - 10.2016
- Fielded an average of two hundred or more inbound calls per day providing accurate test requirements and pricing.
- Quickly and accurately assessed the client needs and responded appropriately.
- Trained new staff members.
- Processed clinicians requests for additional testing,
- Date entry and clerical support.
- Built and maintained effective relationships with peers and upper management.
Education
Currently enrolled - Medical Coding Certification Program
AAPC
Certificate - Veterinary Assistant Program
Midwest Institute for Medical Assistants
Kirkwood, MO2005
High School Diploma -
John S.Burke Catholic High School
Goshen, NY1995
Skills
- Inbound and outbound calling
- Excellent multi-tasking
- High-energy attitude
- Detail-oriented
- Staff training and development
- Strong communication skills
- Adaptive team player
- Resolution-oriented
- Time management
Timeline
Lead Customer Service Representative
Northwell Labatories
07.2019 - Current
Client Service Supervisor
Vca Antech Diagnostics
10.2016 - 07.2019
Client Service Representative
Vca Antech Diagnostics
10.2008 - 10.2016
Currently enrolled - Medical Coding Certification Program
AAPC
Certificate - Veterinary Assistant Program
Midwest Institute for Medical Assistants
High School Diploma -
John S.Burke Catholic High School
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