Shannon Fernandez
Milford
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Non Clinical Operations Supervisor
ComplexCare Solutions
01.2021 - Current
- Oversaw clinical operations, ensuring compliance with regulatory standards and best practices.
- Developed and implemented training programs to enhance staff performance and operational efficiency.
- Streamlined communication between departments to improve patient care coordination and service delivery.
- Evaluated workflows, identifying areas for process improvement and cost reduction initiatives.
- Mentored junior staff, fostering a collaborative environment that encouraged professional growth.
- Conducted regular audits of clinical processes, enhancing accuracy in documentation and reporting practices.
- Analyzed performance metrics to inform decision-making and drive continuous improvement efforts.
- Improved staff performance by conducting comprehensive training sessions and providing continuous feedback.
- Fostered a positive work environment through open communication channels, team-building activities, and recognition programs for outstanding employee achievements.
Customer Care Representative
ComplexCare Solutions
06.2020 - 01.2021
- Resolved complex issues, ensuring timely and satisfactory resolutions for clients.
- Implemented best practices for call handling, increasing overall efficiency of operations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Cross-trained and provided backup support for organizational leadership.
Business Development Representative
Subaru World of Newton
10.2016 - 03.2020
- Developed and maintained relationships with potential clients to drive business growth.
- Collaborated with marketing teams to create targeted campaigns and promotional materials.
- Managed CRM system to track leads, sales activities, and customer interactions effectively.
- Increased client base by identifying potential customers and initiating strategic outreach.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Provided exceptional customer service, resulting in increased client satisfaction and repeat business.
Customer Care Specialist
Wedgewood Pharmacy
06.2014 - 07.2016
- Effectively managed high volume of inbound and outbound customer calls.
- Addressed and resolved customer complaints empathetically and professionally.
- Gathered and verified all required customer information.
- Met or exceeded service and quality standards every review period.
- Assisted customers in navigating complex medication inquiries, ensuring accurate information delivery.
- Collaborated with pharmacy team to streamline order processing and improve response times.
- Verified accuracy of customer account information and updated when necessary.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Directed customers to appropriate departments for additional support.
General Compounding Technician
Wedgewood Pharmacy
06.2013 - 06.2014
- Properly compounded medications as prescribed by doctors and veterinarians
- Prepared medications such as capsules, emulsions, liquids, powders, and ointments.
- Cleaned equipment and work areas to maintain safe and sanitary conditions.
- Compounded sterile and non-sterile pharmaceuticals following USP guidelines to ensure safety and efficacy.
- Operated compounding equipment, maintaining compliance with regulatory standards and quality control protocols.
- Conducted regular inventory assessments, managing supplies to optimize production levels without compromising quality.
- Ensured proper documentation of all compounding activities, supporting audits and regulatory inspections effectively.
- Collaborated with fellow technicians and pharmacists to develop efficient workflows for compounding processes.
Pharmacy Technician
Walgreens Pharmacy
07.2008 - 06.2013
- Assisted pharmacists with drug inventory, purchasing, and receiving.
- Regularly stocked shelves, rotated stock, and checked for expired medications.
- Hand counted medications, measured liquids, and reconstituted antibiotics.
- Processed prescription orders efficiently and accurately, ensuring compliance with regulations.
- Managed inventory levels, reducing waste through effective stock rotation and monitoring.
- Assisted pharmacists in preparing medications, verifying patient information for accuracy.
- Trained new pharmacy technicians on operational procedures and customer service standards.
- Resolved customer inquiries promptly, providing exceptional service to improve patient satisfaction.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
Education
Associates Degree - Early Childhood Education
SUNY Orange
Middletown, NY01.2006
Skills
- HIPAA
- Healthcare customer service
- Patient records administration
- Staff management
- Multidisciplinary team collaboration
- Quality assurance
- Data entry
- Computer skills
- Microsoft Word
- Microsoft Excel
- Scheduling
Certification
Currently Enrolled in AAPC Medical Coding Course
Timeline
Non Clinical Operations Supervisor
ComplexCare Solutions
01.2021 - Current
Customer Care Representative
ComplexCare Solutions
06.2020 - 01.2021
Business Development Representative
Subaru World of Newton
10.2016 - 03.2020
Customer Care Specialist
Wedgewood Pharmacy
06.2014 - 07.2016
General Compounding Technician
Wedgewood Pharmacy
06.2013 - 06.2014
Pharmacy Technician
Walgreens Pharmacy
07.2008 - 06.2013
Associates Degree - Early Childhood Education
SUNY Orange
Similar Profiles
Lorrie RichardsonLorrie Richardson
Family Nurse Practitioner at ComplexCare SolutionsFamily Nurse Practitioner at ComplexCare Solutions
Stacy FrawleyStacy Frawley
In Home Health Risk -per Diem at ComplexCare SolutionsIn Home Health Risk -per Diem at ComplexCare Solutions
Lamone PerineLamone Perine
Nurse Practitioner at ComplexCare SolutionsNurse Practitioner at ComplexCare Solutions
Darien SalmeronDarien Salmeron
Crew Member at Papa Gino'sCrew Member at Papa Gino's
Morgan TimmMorgan Timm
Media/Communications Intern at Rochester Red Wings (AAA Affiliate of Washington Nationals)Media/Communications Intern at Rochester Red Wings (AAA Affiliate of Washington Nationals)