Shane Vann

Shane Vann -- PASSIONS Logistics, Customer Experience, Recovery Resource Management SKILLS CRM platforms EXPERIENCE Communication platforms Zendesk Atlassian Cloud Customer Experience Specialist WOW Skin Science April 2019 - April 2020 Team lead for customer experience. Moderating social media posts and comments. Responding to live calls, voicemail, and electronic communications within SLA guidelines. Creating content for company blog. Providing product consultations for customers. Providing training videos and live sessions to remote call center teams. Providing product knowledge updates to team members. Working closely with Managers to streamline all customer experience processes. Front Desk, Patient Experience Rep. Google Suite OneDrive Trello Toggle Scheduling platforms Dashboard Self-motivated and extremely driven to “get things done, correctly”. July 2018 - April 2019 Front Desk Lead at TOC walk-in Orthopedic Clinic. Providing knowledgeable information to patients in all clinical matters from check in to check out. Screening and scheduling patients with appropriate provider. Maintaining billing records for seamless claims processing and collections. Collecting all copays and past due balances at time of service. Advising patients on scheduling matters for further treatment. Recording all daily financial reports. Training new employees during onboarding process. Working flexible hours in rotating shifts. Proficiency in Athenahealth, Mysis Tiger, and Office operating systems and platforms. Freelance support, Upwork.com January 2018 - July 2018 Excellent Communication and Comprehension skills (99th percentile). Excellent at aggregating, managing, preparing, presenting, and following up on data. Extensive knowledge of national and international Providing remote support as well as consulting services for customer service, supply chain management, and logistical support. I completed several short-term projects for Startups such as Toniiq, StyleBee, Clifton Consulting, Peliton, and Axe. These projects ranged from database creation, Customer Service training, and voice over work for training videos. professional ethics and CAT5 Resources, ​Puerto Rico​ — ​ Command Center Admin. NFCI, T ​ allahassee — B ​ arber Certificate October 2017 - January 2018 Managing multi-million dollar disaster recovery projects at the administrative level in remote Operations Center. . DIrectly reporting to high-level officials and other client partners. standards. EDUCATION Managing multiple subcontractors simultaneously. Serving as a technical expert on multiple platforms and applications to report data to clients. Ensuring the delivery of timely, effective and high-quality results to support the disaster recovery effort Managing and tracking complex project plans/controls, budgets, schedule maintenance, teams and other resources to include risk-mitigation strategies Ezhome, Inc. ​Palo Alto, CA — S ​ upply Logistics Coordinator August 2016 - July 2017 Overseeing, assigning, and managing company assets such as vehicles, phones, and equipment. Coordinating all repairs/maintenance with outside vendors and field team members, including use of loaner equipment/supplies. Operating support line for supply ordering and technical troubleshooting. Managing vendor accounts, body shops, phone provider, supply vendors, etc. Creating forecast for future needs based on hiring/training timelines. Creating channels and mechanisms for streamlined requests during rapid growth phases. Establishing new vendor relationships and contract negotiations. Ezhome, Inc. ​Palo Alto, CA — S ​ upport Team Lead January 2016- Sept 2016 Managing incoming correspondence generated by highly engaged customers, inter-departmental inquiries, and field technicians as well as any supervisors working in any on-site capacity. Overseeing and developing company wide marketing projects: seasonal campaigns, home enhancement services, loyalty building programs. Reviewing daily service reports generated by field techs. Monitoring scheduling applications to ensure timely service and alternate routes, advising field Techs. Notifying customers of change in service. Remotely resolving device issues individual Technicians. Self-employed, T ​ allahassee, FL — ​Barbe​r May 2012 - January 2016 This time was spent establishing myself as a dependable, and highly reputable Stylist. I thoroughly enjoyed the personal growth that this field had to offer, I have built solid working relationships with my clients and learned the incredible value of making sure their expectations are always met if not surpassed. Hewlett Packard Services​, Tallahassee, FL — ​Claims Adjuster April 2010 - May 2012 Receiving, sorting, and processing incoming correspondence from Medicaid providers and satellite area offices requiring any adjustments, voids, or reviews. Expediting priority claims received directly from client. Creating and completing state expenditure and accounts receivable requests. Maintaining a time sensitive service level agreement with the client. Maintaining current knowledge of state and federal HIPAA privacy and security guidelines. Club Rayn​, Tallahassee, Florida Marketing/Promotions (Special Events) April 2007 – October 2010 (Employed by John Martin, owner) Consulting with multiple external agencies in the development of creative advertising, media planning, and high impact promotions. Responsible for designing, acquiring, and distributing promotional materials (manually and electronically) Scheduling and facilitating monthly reviews of digital marketing strategies. Port City Java​, Tallahassee, Florida Store Manager June 2006 – May 2007 (Employed by John Martin, owner) Port City Java, Tallahassee, Florida Responsible for maintaining and ordering all store stock and supplies, scheduling employee shifts, administering all new employee training, educating staff on new product information, and creating and implementing promotions of new products. Gold’s Gym​, Tallahassee, Florida Night Manager June 2006 – May 2007 (Employed by John Martin, owner) Gold’s Gym, Tallahassee, Florida Responsible for coordinating daily appointments, supervising sales staff throughout shift, and assigning team goals and strategies. Responsible for greeting each appointment and providing tours as well as fitness assessments and completing new membership transactions. Maintaining sales reports and assisting the Club Manager. Radiology Associates​, Tallahassee , Florida Records Clerk, Team Lead January 2004 - March 2006 Team Lead for the migration of our entire file system from hardcopy to digital storage. Delivering images to outside facilities and preparing for physicians (hanging images for wet reads at both TMH and CRMC as well as routine mammograms at TPCA) Supervising the team responsible for providing images and appropriate reports to all in-house physicians as well as any referring physicians. Preparing digital copies for patient pickup Regularly meeting with staff and Department managers on system analysis and improvements REFERENCES: Jeff Holm VP at All Freight Solutions Inc. As a project manager of a disaster relief effort in Puerto Rico, Shane worked for me in various capacities in the command center. He was responsible for all our IT development and challenges, as well as new technician orientation. He was also instrumental in working with the Hotel management to facilitate our needs for room assignment and food allocation. Shane was one of only a few people that I felt comfortable turning loose with both internal and external customers with complete confidence. He is very professional and exhibits an attention to detail that will be an asset to any team. Mandy Wieker Manager of Supply and Logistics at ezhome, Inc. I was Shane's manager at ezhome from-. I hired Shane to manage complex operations and logistics duties for the supply operations team at ezhome. ezhome has an extremely fast-paced and demanding startup environment, which Shane thrived in. Shane was a great contributor and valued member of the team and I'd hire him again without hesitation. In his role at ezhome, Shane demonstrated that he was skilled at document management, reconciling errors, staying on top of daily transactions, communicating with vendors, keeping everyone on the same page, and developing systems of organization that served the whole team. Shane can prioritize and multitask with ease, he is reliable, communicates clearly and asks questions to ensure he has a full understanding of the details. You'd be lucky to have him on your team. Jennifer Heath Manager of Supply and Logistics at ezhome, Inc. Shane is a wonderful colleague with a knack for organization and process improvement. He's a stellar problem-solver and he remains positive in the face of adversity. He has the ability to adapt well to an ever-changing environment and would be well-suited for many teams. I'm very proud to be a reference for Shane, and we were very fortunate to have him on our team. Shane left ezhome due to changes within our department (out of his control) and I would love to work with him again in the future. If I had another opportunity for Shane, I would snatch him up immediately. Don't miss out on this great employee!