Shaun Gains

Customer Service Leader with over 11 years of extensive experience across diverse industries, including retail restaurants and healthcare. Expert in team leadership, conflict resolution, and customer retention, driving exceptional service standards and fostering loyalty. Adept at leveraging strategic insights to enhance operational efficiencies and elevate client satisfaction, seeking to continue delivering outstanding service in a dynamic environment.

SERVER - Sixty Vines - Houston

(2024-09 - 2025-10)

• Engage guests with expert menu knowledge, enhancing dining satisfaction and loyalty.
• Ensure precise order entry and cash handling, achieving seamless transactions and guest trust.
• Collaborate with team to maintain a pristine dining environment, boosting service efficiency.
• Communicate effectively with management, swiftly resolving issues for a smooth operation.
• Participate in training, continually enhancing skills to elevate guest experience.
• Coordinated with kitchen staff to ensure timely food delivery, enhancing overall dining experience and operational efficiency.

SERVER - BJs Restaurants - Cypress

(2024-04 - 2024-10)

• Provided detailed menu insights, enhancing guest dining experiences and boosting repeat visits.
• Built strong customer relationships through attentive service, leading to increased loyalty.
• Consistently praised for exceptional service, achieving high guest satisfaction scores.
• Recognized for swift adherence to policies, promoted to Dining Instructor and Supervisor.

SERVER - Olive Garden - Houston

(2024-04 - 2024-10)

• Developed a deep understanding of menu items and specials, allowing for detailed and accurate descriptions to customers
• Developed lasting relationships with customers through attentive service and engaging conversation, resulting in repeat business
• Regularly praised by guests and management for high quality service
• Recognized by management for a focus on food safety, training new team members, and upholding company standards
• Provided exceptional service to guests, fostering a welcoming atmosphere that encouraged repeat visits and positive reviews.
• Trained and mentored new staff, promoting teamwork and consistency in service standards across the team.

TEAM LEAD, ACCESS AND PATIENT SUPPORT - Cardinal Health, Inc - Houston - Remote

(2022-03 - 2024-05)

• Led development of audit processes, enhancing efficiency and accuracy in patient support.
• Resolved patient issues promptly, improving satisfaction and maintaining client relationships.
• Identified revenue opportunities, boosting financial outcomes through strategic training initiatives.
• Advised management on the impacts of the Inflation Reduction Act on our business, guiding strategic decisions with expert insights.
• Facilitated cross-department training sessions, empowering associates to better navigate enrollment processes and improving overall team performance.
• Participated in the change management group for the Next-Generation Hub Project, streamlining workflows and introducing new tools that elevated service delivery and client engagement.
• Provided mentorship to team members on customer service best practices, fostering a culture of accountability and excellence within the team.

RESTAURANT TEAM LEAD - Whataburger Restaurants - Houston

(2022-10 - 2023-05)

• Enhanced team cohesion through effective coaching and timely feedback, fostering a supportive work environment.
• Optimized operational efficiency by reducing drive-through times, achieving significant improvements in service speed.
• Implemented strategic labor management, effectively reducing costs during high-demand shifts.
• Facilitated team development by identifying growth opportunities and promoting adherence to company standards.

SR COORDINATOR (FIELD SOLUTIONS) - Cardinal Health, Inc - Houston - Remote

(2021-02 - 2022-03)

• Managed healthcare escalations, ensuring swift resolutions and enhancing provider relations.
• Efficiently addressed patient and provider queries, boosting satisfaction and response efficiency.
• Streamlined account processes, improving KPI adherence and operational productivity.
• Supported Care Coordinators, resolving system issues and fostering team collaboration.
• Acted as interim leader, maintaining seamless operations during leadership absences.

SR. COORDINATOR (CASE MANAGER) - Cardinal Health, Inc.

(2016-11 - 2021-02)

• Managed patient backlogs, enhancing trust and preventing account loss.
• Led teams to improve procedures, boosting program outcomes.
• Communicated with healthcare providers, patients, and field representatives.
• Conducted benefit investigations and prior authorizations.
• Assisted in prior authorization and appeals processes, using various ePA software.
• Worked with patient's to review their financial eligibility for free-drug programs offered by our pharmaceutical company client.

GED - State of Arkansas