Shannon Moore Email & Phone Number

Los Angeles Metropolitan Area

•Voice of the company, first line of support for all project issues, questions and concerns. •Focus on client satisfaction, responding to inquiries and requests in a timely matter to ensure service is being delivered per the contract. Engages Senior Project Management team as needed. •Proactively reaches out to residents and clients to ensure project traffic plans and road closures are posted and on schedule. •Prepares and presents job proposals & contracts for long term clients and new business opportunities. •Inputs all incoming invoices for each project, reviewing for accuracy for costing and budgeting. •Creates all new client and job information templates into Sage Contractor job database program.•Draws up legal preliminary notice documents to protect the company and ensure timely payment. •Calculates and presents monthly sales and bonus reporting to the President and CFO. •Implemented T-sheets scheduling program resulting in schedule adherence and optimization. •Ensures policies and procedures are being applied to meet the company's goals, objectives and values.

Remote

•Customer facing, first point of contact for all transcription service and operational inquiries. •Directly responsible for issue resolution, trend analysis, reporting and special projects. •Was successful in meeting 99% turnaround time and 98% quality which resulted in client growth. •Implemented a new quality program which saved a multi-million dollar customer who had previously threatened to find another service.•Oversaw day-to-day management of remote based transcription support team.•Ensured appropriate staffing levels and shift capacity assignments based on provider’s dictation volumes and staffing gap analysis. •Using advanced Excel skills prepared and presented weekly client performance reporting.•Identified process improvement opportunities and implemented new procedures and processes.•Hosted client meetings, maintaining agendas, minutes and client issue logs.

Corporate Office Franklin, Tn

Evolved and grew with this company through many acquisitions, mergers and various job role changes. Took on, adapted and thrived through many challenges in a fast-paced, high-intensity work environment. Some of my roles included Work Flow Manager, Transcription Service Delivery Manager, Customer Care Manager and Healthcare Services Delivery Manager.•First point of contact for all strategic inquiries. Managed escalations, global inquiries, trend analysis, ad-hoc reporting, special projects, and implementations. •Oversaw contract renewals, was successful in having over 99% of my customers resign new contracts.•Conducted customer touch base calls to review account performance, goals reached and expected metrics. Developed and presented monthly reporting statistics for each customer.•Drove the consistent achievement of 99% document turnaround time and 98% document quality. •Partnered closely with Senior Directors and Managers to ensure a positive customer experience. •Successfully oversaw and supported a team of over 100 remote medical transcriptionist 97% of assigned team members consistently met schedule, production and quality requirements.•Initiated new hire paperwork, scheduled training and provided daily support to new hires.•Coached and mentored MT staff working through the performance management process•Under my leadership overtime costs were reduced 25% by improving production performance.