Summary
Overview
Timeline
Work History
Education
Skills
Software
Work Availability
Work Preference
Languages
Interests
Shannon Cleaver

Shannon Cleaver

Human Resources Coordinator/Medical Office Manager
Hagerstown,USA
He who has a why to live can bear almost any how.
Friedrich Nietzsche

Summary

Experienced and personable Customer Service Executive with over 8 years of expertise in medical call centers and human resources departments. Recognized in Southern Maryland Bay Area News for dedication, adaptability, and thriving under pressure. Brings a fresh new perspective and a strong commitment to quality and success.

Overview

15
15

Years of customer service experience

8
8

Years of management experience

10
10

Years experience in medical office settings and call centers

5
5

Years in talent acquisitions

Timeline

Call Center Manager - Chesapeake Eye Center
02.2020 - Current
Call Center Supervisor - Antietam Call Center
08.2018 - 01.2020
Emergency Communications Specialist - Medical Advisory Systems
04.2014 - 11.2017
Talent Acquisition Specialist - Stepping Stones Group
04.2011 - 02.2014
University of South Florida - Bachelor of Science, Human Resources Management
College of Southern Maryland - Associate of Science, Human Biology

Work History

Call Center Manager

Chesapeake Eye Center
02.2020 - Current
  • Supervised over 20 call center representatives in providing excellent customer service to callers requiring assistance with scheduling and medication issues.
  • Recruited, trained and onboarded new agents, maintaining exceptional service standards.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Reduced personnel turnover by 12% by developing and implementing performance evaluations to support corrective action planning.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Sought ways to improve processes and services provided.

Call Center Supervisor

Antietam Call Center
08.2018 - 01.2020
  • Delivered prompt service for a fast-paced, inbound call center, providing accurate information and answers to all questions, queries, and concerns.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Monitored call quality and provided individual constructive feedback, addressed areas in need of improvement, enhancing associate performance by 23%.
  • Deescalated situations involving dissatisfied callers, offering customer assistance, support, and ensuring client retention for each company.

Emergency Communications Specialist

Medical Advisory Systems
04.2014 - 11.2017
  • Provided global telecommunications health care to major maritime and aviation industries including domestic and international locations.
  • Featured in a Southern Maryland Bay News newspaper article as MAS' "most dedicated and enthusiastic workers. (Her) "can do" attitude comes through when presented with a seafarer illness or injury."
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Monitored and assisted with one-on-one chats with physicians via Internet or telephone, as well as medical and non-medical travel industry services.
  • Organized all medical evacuations and travel arrangements for clients.
  • Responsible for all data entry, including physician notes with extensive medical terminology, and documentation of every communication between the client and the response center.
  • Processed case-by-case expense reports reflecting supporting documents and budget code indexes.

Talent Acquisition Specialist

Stepping Stones Group
Sarasota, FL
04.2011 - 02.2014
  • Coordinated with hiring managers to identify staffing needs for a mail and donation processing plant that caters to 200 nonprofit organizations
  • Forecasted weekly hiring needs by department (facility houses approximately 650+ employees)
  • Determined selection criteria and source potential candidates through various online platforms such as Indeed, Monster, Ziprecruiter, Facebook, etc
  • Designed job descriptions with interview questions that reflect each position's requirements and assess candidate information, using our Applicant Tracking System, HireRite
  • Conducted screening calls, assessments and in-person interviews
  • Lead orientation meetings twice per week for new employees and tour the plant
  • Fostered long-term relationships with past applicants, potential candidates and newly hired employees, increasing employee retention by 16% in the first 2 years of employment.

Education

Bachelor of Science - Human Resources Management

University of South Florida, Tampa, FL
  • Dean's List
  • summa cum laude graduate
  • 3.8 GPA
  • Ranked in Top 10% of class

Associate of Science - Human Biology

College of Southern Maryland, Prince Frederick, MD
  • Dean's List
  • Phi Beta Kappa Member (American Honors Society)
  • summa cum laude graduate
  • 3.7 GPA
  • Ranked in Top 15% of class

Skills

  • Call center operations
  • Customer service
  • Attention to detail
  • Quality Control
  • Data entry
  • Escalation management
  • Scheduling proficiency
  • Verbal & written communication
  • Strong leadership
  • Recruitment and hiring
  • Applicant tracking systems
  • Data-driven decision making

Software

Microsoft Office

ATS

ADP

Clearwave

Hireright

Pinnacle

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Company CultureWork-life balanceCareer advancementPaid time offHealthcare benefits401k match

Languages

English
Native or Bilingual
Spanish
Professional Working

Interests

Equestrian

PADI certified scuba diving

International traveling

Reading

Hiking

Kayaking

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Shannon CleaverHuman Resources Coordinator/Medical Office Manager