Lisa Shacklette
@lisashacklette
Technical support specialist improving healthcare SaaS user experiences and customer satisfaction.
United StatesWhat I'm looking for
I’m a dedicated technical support specialist with over 16 years of experience supporting customers and patients in healthcare. I troubleshoot SaaS platforms and work confidently with CRM systems like Salesforce and Microsoft Dynamics, consistently achieving high customer satisfaction scores through clear communication and solid problem solving.
In fast-paced environments, I deliver high-volume support via phone, email, and chat while minimizing repeat contacts. I document and track issues in CRM/ticketing systems, escalate complex technical challenges to Tier 3 support, and educate users on system functionality to improve product adoption and reduce support escalations.
Before my technical support career, I worked in Center Manager/Administrative Roles at LMR Imaging Health Centers, overseeing multi-site MRI and diagnostic imaging operations. I supervised staff, managed scheduling, supported insurance workflows, and ensured HIPAA/regulatory compliance—so I bring both customer-focused support and a strong compliance mindset to every interaction.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
DeliverHealth
Dec 2009 - Mar 2026 (16 years 3 months)
Delivered high-volume technical and patient support via phone, email, and chat for a SaaS platform, resolving issues to minimize repeat contacts and improve user experience. Achieved and sustained exceptional customer satisfaction scores (NST) by documenting tickets in CRM systems, escalating complex cases to Tier 3 support, and educating users while maintaining HIPAA/data privacy compliance.
Center Manager / Administrative
LMR Imaging Health Centers
Feb 1998 - Nov 2008 (10 years 9 months)
Oversaw multi-site MRI and diagnostic imaging operations, improving patient experience through staff supervision, scheduling, and training. Managed insurance workflows and ensured accurate diagnostic reporting while maintaining regulatory compliance and safe clinical environments.
Education
Degrees, certifications, and relevant coursework
Edison Community College
Some College, Healthcare
Completed some college coursework in Healthcare at Edison Community College in Fort Myers.
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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