Shannon Knowlton
Newcomb,NY
Summary
I started my experience at Health Direct KPH in about 2017. I worked on filling prescriptions and delivering them to long-term care facilities. In 2021 I became a customer service representative at ProAct. I then became a tier 3 representative in 2022-2023 and worked my way up to a senior representative. From the Senior position, i moved to a Senior Training Specialist. With my job history and experience, I believe this will help me grow in this field of work and help me work my way up and accomplish my professional goals. The past few years my goal has been to become a Supervisor at the Call Center. I appreciate the consideration and look forward to learning and growing.
Overview
8
8
years of professional experience
Work History
Senior Training Specialist
ProAct
06.2024 - Current
- Train new hires for CS1, CS2, CS3 and Senior positions.
- Create assessments and worksheets for training classes.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Mentored new trainers, enhancing their skills and increasing team efficiency.
- Collaborated with department managers to identify specific training needs, tailoring programs for maximum impact.
- Increased employee retention through engaging and relevant training materials.
- Assist on the phones taking calls from members, pharmacies and doctor offices.
- Assist management with cases and calling members back.
- Assist management with Powerpoint Slides for meetings with the help desk.
- Evaluated the effectiveness of training initiatives, adjusting strategies as needed to improve overall results.
Senior Customer Service Representative
ProAct Pharmacy Services
05.2021 - Current
- Use my customer service skills to deal with irritated customers, conflicts, and difficult situations
- Assist with training new hires
- Answer, day-to-day questions representatives may have questions about
- Answer any emails from representatives as well as members
- Assist our supervisors with any project they need assistance with such as meetings, reach outs and creating/working on knowledge articles
Filler/Delivery Driver
Health Direct, KPH
03.2017 - 05.2021
- Kept track of delivery, information, mileage, and fuel consumption during my shift
- Delivered and organized medication's to long-term care
- Filled and organize prescriptions to go to long-term care facilities
Education
High School Diploma -
Gouverneur Central High School
Gouverneur, NY06.2016
Skills
- Computer skills (excel/word)
- Communication
- Problem solving
- Time management
- Decision making
- Flexible and adaptive to situations
- E-learning development
- Learning management systems
- Customer service training
- Employee engagement
- Adaptive learning
- Public speaking
Timeline
Senior Training Specialist
ProAct
06.2024 - Current
Senior Customer Service Representative
ProAct Pharmacy Services
05.2021 - Current
Filler/Delivery Driver
Health Direct, KPH
03.2017 - 05.2021
High School Diploma -
Gouverneur Central High School
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