Shannon Mcmaster Email & Phone Number

Greenwood Village

Managed implementation of client projects through strategic planning and focus on customer satisfaction. Provided direction to clients through the implementation process, including establishing client workflow, training of software, and troubleshooting. Worked closely with various departments, both internal and external, trained software to end users, testing and development and project responsibility. Simultaneously managed multiple accounts at various stages of implementation. Provided documentation for all phases of implementation using project management methodologies. Resolved and managed ongoing complex, cross functional problems to prevent client dissatisfaction and attrition. Act as a resource for client-related sales escalations. Act as a resource for executive escalations. Identify issues for root cause analysis and prevention. Positions include Implementation Consultant, and Client Relations Advisor

Managed 20-25 employees to include controlling attrition, hiring, and corrective action when needed. Maintained quality control through coaching and training. Maintained employee files to show overall progress, which would contribute to employee’s monthly bonus. Trained new and existing employees on up to date product and procedures. Developed employee file guidelines in or to give managers “at a glance” overview of employee. Created total dollars collected report for manager to use for incentives and bonus. Reduced average handle time from 6 min to 3.73 minutes, which increased call volume and dollars collected. Assumed training responsibilities when necessary. Implemented and managed employee processes improvement team, which evaluated areas of opportunity for collections. Identified reporting discrepancy in which the company was able to recover 1 million dollars in July revenue.

Master’S Degree, Masters Of Healthcare Administration

Masters in Healthcare Administration with a Specialty in Information Technology

Bachelor, Management

Activities and Societies: NACompleted bachelor degree in management in 1 1/2 years, with a 3.7 GPA

Bachelors Of Science In Management, Management

Bachelors of Science in Management

Certificate, Project Management

Successfully completed project management certification