SHAWN P. HOGAN
Spokane Valley,WA
Summary
Dynamic Customer Manager with a proven track record at Strategic Healthcare Programs, excelling in client relations and retention strategies. Recognized for achieving 100% positive client feedback and delivering impactful SaaS software training. Adept at technical troubleshooting and fostering collaboration across teams, driving exceptional patient satisfaction and engagement.
Overview
11
11
years of professional experience
Work History
Customer Manager
Strategic Healthcare Programs (SHP)
Santa Barbara, CA
06.2020 - Current
- Managed a portfolio of 180+ client accounts — Home Health and Hospice agencies — serving agency executives, administrators, and clinical professionals with ongoing support and strategic guidance.
- Delivered proactive outreach and tailored software training sessions, enhancing client engagement and driving platform adoption across client accounts.
- Resolved client inquiries and performed technical troubleshooting, escalating complex issues through detailed ticket creation with Engineering, Product Development, and Education teams.
- Earned 100% positive client feedback on bi-annual satisfaction surveys — achieving this milestone twice in 2024 and once in 2025, a recognition awarded across the department.
- Received “Exceeds Expectations” on 2024 annual performance review, cited for outstanding contributions to both client outcomes and colleague support.
- Served as internal resource for CSS department, providing coverage for Customer Managers and Senior Customer Managers and advising on complex client scenarios.
- Healthcare Analytics SaaS
Client Support Services Specialist
Strategic Healthcare Programs (SHP)
Santa Barbara, CA
03.2020 - 06.2020
- Provided front-line support to clients using SHP’s web-based analytics platform, specializing in Home Health and Hospice analytics, HHCAHPS, and Family/Caregiver Satisfaction (CAHPS Hospice), enhancing user experience.
- Triaged and escalated client issues to the appropriate Customer Manager, facilitating swift resolutions and upholding high satisfaction standards among clients.
- Promoted to Customer Manager within 3 months based on demonstrated client expertise and communication skills.
- Healthcare Analytics SaaS
Genius
Apple, Inc.
Santa Barbara, CA
10.2018 - 03.2020
- Achieved Apple’s “Applause” customer service award (2016), recognizing excellence in customer satisfaction and technical resolution quality.
- Maintained high Net Promoter Score (NPS) through empathetic, solution-focused interactions, reinforcing customer loyalty.
- Delivered in-person technical support and hardware repair for Apple product lineup, enhancing customer satisfaction and product functionality.
- Provided in-store technical support for Apple products, resolving issues efficiently and improving customer experience.
Mac+ Senior Advisor
Apple, Inc.
Lompoc, CA
08.2016 - 10.2018
- Resolved advanced escalations for Mac and iOS devices, including complex cases requested by supervisors requiring expert troubleshooting.
- Delivered advanced remote technical support, effectively addressing complex client issues.
- Collaborated with Site Support Engineers (SSE) and Site Support Analytics (SSA) to submit tickets and create workarounds for issues beyond standard resolution paths.
- Promoted from iOS Senior Advisor after demonstrating cross-platform expertise across Mac and iOS.
iOS Senior Advisor
Apple, Inc.
Lompoc, CA
08.2015 - 08.2016
- Managed escalated customer cases for iOS devices, ensuring resolution with professionalism and expertise.
- Delivered remote technical support to customers, resolving device issues efficiently.
- Cross-trained in Mac+ Tier 1 support, enhancing capability to troubleshoot MacBook and iMac issues.
- Promoted to Mac+ Senior Advisor based on consistent performance and cross-platform proficiency.
AppleCare Advisor
Apple, Inc.
Lompoc, CA
04.2015 - 08.2015
- Promoted to iOS Senior Advisor within 4 months based on performance and call quality metrics.
- Delivered technical support for iOS devices, enhancing expertise in Apple’s support ecosystem.
- Provided remote technical support, resolving client device issues and improving user satisfaction.
Education
High School Diploma - STAR Program: Robotics, Drafting & Engineering
Lompoc Senior High School
Lompoc06-2008
Skills
- Client relations and account management
- Retention strategies
- Patient satisfaction and reporting
- Healthcare IT analytics
- SaaS software training
- Technical skills and troubleshooting
- Collaboration with cross-functional teams
- Engineering and product liaison
- Microsoft Office Suite proficiency
- Typing speed 60 WPM
- iOS and macOS platforms
- Peer support and mentorship
References
Available upon request.
Core Competencies
Account Management, Retention, Satisfaction, Home Health & Hospice Analytics, HHCAHPS/CAHPS, Patient Satisfaction Reporting, SaaS Software Training, Technical Troubleshooting, Bug/Ticket Management, Cross-functional Teams, Engineering & Product Liaison, Peer Support & Mentorship, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), 60+ WPM, iOS & macOS platforms
Timeline
Customer Manager
Strategic Healthcare Programs (SHP)
06.2020 - Current
Client Support Services Specialist
Strategic Healthcare Programs (SHP)
03.2020 - 06.2020
Genius
Apple, Inc.
10.2018 - 03.2020
Mac+ Senior Advisor
Apple, Inc.
08.2016 - 10.2018
iOS Senior Advisor
Apple, Inc.
08.2015 - 08.2016
AppleCare Advisor
Apple, Inc.
04.2015 - 08.2015
High School Diploma - STAR Program: Robotics, Drafting & Engineering
Lompoc Senior High School