Shannon Thompson

Operations Lead with 15+ years of experience supporting high-volume healthcare operations, telehealth services, transportation logistics, patient support, and customer service. Skilled at coordinating cross-functional teams, resolving complex patient and provider issues, improving workflows, and supporting fast-paced remote operations. Experienced mentoring teams of 15 employees and supporting operations serving approximately 1,800 patient interactions daily while maintaining strong quality, satisfaction, productivity, and HIPAA compliance standards.

Operations Lead - WellMedr

(2025-01)

Lead daily telehealth operations supporting patients, providers, pharmacies, and internal departments.

• Mentor and support a team of 15 remote employees through coaching, onboarding, and ongoing development.
• Support operations processing approximately 1,800 patient interactions daily while personally managing an average of 175 patient interactions per day.
• Maintain a 97% Quality Assurance score while consistently meeting productivity and service expectations.
• Achieve a 95% Customer Satisfaction rating through patient advocacy, service recovery, and timely issue resolution.
• Maintain a 92% First Contact Resolution rate with an average 15-minute Average Handle Time.
• Successfully onboarded and trained 14 employees while contributing to a 95% employee retention rate.
• Coordinate with providers, pharmacies, and internal departments to improve workflows, resolve escalations, and support timely patient care.
• Ensure compliance with HIPAA, company policies, and healthcare quality standards.

Transportation Operations Specialist - Arise Communications

(2022-01 - 2025-01)

Coordinated transportation scheduling and logistics for healthcare-related services.

• Managed high-volume scheduling while meeting service-level expectations.
• Resolved scheduling conflicts, customer concerns, and operational escalations.
• Maintained accurate documentation and supported compliance standards.
• Collaborated with transportation providers and internal stakeholders to ensure efficient service delivery.

Dispatcher / Safety Coordinator - Reds Automotive

(2017-01 - 2022-01)

Coordinated dispatch operations, technician scheduling, and daily routing.

• Optimized route planning to improve productivity, response times, and service coverage.
• Maintained DOT safety documentation and regulatory compliance records.
• Investigated operational issues and implemented corrective actions.
• Served as a key communication link between field personnel, customers, and leadership.

Retention Training Manager / Guest Experience Specialist - Landry's, Inc.

(2017-01 - 2019-01)

Delivered onboarding and operational training for new employees.

• Coached team members on customer service excellence, performance improvement, and retention-focused practices.
• Resolved complex guest concerns while supporting customer loyalty and service recovery initiatives.
• Selected as a Certified Trainer based on leadership, performance, and training capability.

Virtual Administrator / Dispatcher - oDesk / Upwork

(2012-01 - 2015-01)

Coordinated scheduling, dispatch, documentation, and administrative operations for remote clients.

• Managed workflow, client communications, and operational follow-up in virtual environments.
• Supported multiple clients while maintaining accuracy, responsiveness, and service continuity.

Customer Service Representative / Trainer - CallCentral, Inc.

(2006-01 - 2012-01)

Delivered customer support across multiple client accounts in fast-paced service environments.

• Trained and mentored new employees on systems, policies, service standards, and quality expectations.
• Assisted leadership with coaching, quality assurance, and performance improvement initiatives.

Field Support Specialist - Sprint

(1994-01 - 2006-01)

Installed, maintained, and supported telecommunications services for customers and internal teams.

• Diagnosed and resolved technical issues while maintaining customer satisfaction and timely service delivery.
• Collaborated with internal teams to coordinate support, resolve escalations, and maintain service continuity.

East Tennessee State University