Shannon Mack Email & Phone Number

Madison, Wisconsin Area

Madison, Wisconsin Area

CareFusion acquired Vital Signs, Inc., a division of GE Healthcare.• Answered a large volume of incoming phone calls exceeding phone occupancy and quality goals.• Provided parts identification, and triaged incoming calls to Technical Support.• Documented customer complaints in complaint system for FDA review.• Entered faxed orders as off the phone project and as overtime.

Madison, Wisconsin Area

Technical Writing:• Created, wrote and edited 22+ work instructions, documents, forms and other reference materials for the customer service department, e.g., order entry and return instructions, manager escalations and patient on the table requirements.• Ensured all work instructions, documentation and forms were approved for use in a quality management system.• Responsible for quality compliance in formal documentation and reference materials available in hard copy and online.Training Coordination:• Ensured 80+ full time and contracted employees were assigned and had completed all required trainings.• Created online courses and curricula in a learning management system.• Administered training for new hires and process changes.• Tested, reported and trained for six system changes, integrations and upgrades.Audit:• Successful audit experience as the subject matter expert, technical writer and training coordinator.Customer Support:• Answered a large volume of incoming phone calls exceeding phone occupancy and quality goals.• Provided parts identification, and triaged incoming calls to Technical Support and Clinical Applications.• Dispatched onsite Field Engineers, and initiated repair center service requests.• Documented customer complaints in complaint system for FDA review.• Entered faxed orders as off the phone project and as overtime.• Primary contact for entering critical parts on site contract and label orders providing weekly updates until delivery.• Approved global access for one of the order entry systems.• Customer Master duties in Oracle instances.Accounts Receivable:• Collected on over 100 accounts and managed strategic accounts.• Reduced percentage of open receivables past due from 52.8% to 24.9%.• Reduced percentage of past due invoices aged over 60 days from 39.2% to 5.8%.Additional Information:• Attended business finance and Excel courses offered through GE Healthcare.

Madison, Wisconsin Area

• Responded to electronic inquiries from commanding officers and health care providers resolving and adjusting claims for TRICARE military health insurance.• Managed spreadsheets of claim concerns for one specific health care provider.

Madison, Wisconsin Area

• Counseled Customer Service Representatives regarding questions on incoming phone calls and written inquiries.• Managed daily spreadsheets of quality assurance data for each representative and prepared monthly reports.• Created and executed ongoing professional development courses for customer service.

Madison, Wisconsin Area

• Resolved questions regarding claim issues and eligibility from military personnel and health care providers through phone and written inquiries.

Bachelor'S Degree, English

Associate'S Degree, Science

Activities and Societies: Tutored Algebra, Geometry, Trigonometry and Spanish.