Dwayne Cook
Customer Support & Operations Leader
- Role
- Manager, Customer Support at Shopmonkey
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
About Dwayne Cook
I’m a Customer Experience and Operations professional with 20+ years of success leading high-volume support teams, optimizing workflows, and delivering service excellence in healthcare, tech, and service-driven industries. Whether supporting patients on the front lines or managing cross-functional teams behind the scenes, I bring a solutions-oriented mindset and a deep commitment to quality, efficiency, and human connection.At GRAIL, I progressed from front-line support to leading a 30-person team, launching the company’s first quality assurance program and implementing CRM and onboarding systems that cut processing time by 50% and improved satisfaction scores by 50%. I’ve worked closely with HR and clinical teams to develop coaching plans, performance metrics, and scalable support frameworks that align with business and patient care goals.I’m equally comfortable in individual contributor roles—resolving complex issues, training peers, and identifying process gaps—as I am in leadership, where I coach teams, manage KPIs, and drive cross-functional collaboration. Strengths: Contact center operations | Patient & provider support | Performance management | Quality programs | CRM systems | Staff development | Clinical workflows | Escalation handling | Change managementCurrently exploring both people-leadership and senior individual contributor roles in customer experience, patient operations, and healthcare support environments.
Experience
Manager, Customer Support
Oct 2025 — Present · Morgan Hill, CA, US
Education
Andrew Hill High School
HS Diploma
1992 — 1995
Skills
- Call Centers
- Business Development
- Email Management
- Microsoft Office
- Customer Service
- Recruiting
- Public Speaking
- Budgets
- Coaching
- Employee Training
- Salesforce.com
- Management
- Project Management
- Avaya Ip Telephony
- Strategic Planning
- Leadership Development
- Hiring
- Positive Employee Relations
- Key Performance Indicators
- Knowledge Base
- Teaching
- Quality Assurance
- Case Management
- Workforce Management
- Team Leadership
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