Shannon Tucker

Observer
DISC Type : ic

Customer Support Professional at Surescripts

Washington DC-Baltimore Area, United States

Overview

An experienced IT Customer Support Professional with over 10 years of technical knowledge and 20 years in customer service. Currently at Surescripts, he previously held roles like Wintel Patch Administrator at General Dynamics and Incident Manager at CSRA. He is proficient in ITIL methodology and has a strong background in business management.

He is motivated by personal development concepts and influential speakers like Tony Robbins. He holds a strong belief in investing in people and recognizes the value of continuous learning and personal growth, which he applies to his professional life.

He recalls his father owning Tony Robbins motivational talks on cassette tapes.

Personality Overview

Curious

Example Seeker

Value Driven

They are likely to ask many questions and look heavily for supporting information.  They are generally strong communicators and are not easy to convince. They can sound friendly and charming but can quickly change gears to become inquisitive and probing.

Topics They Care About

ITIL Framework
His professional background across multiple IT roles highlights a solid understanding and application of ITIL methodology for enterprise-level issue resolution.
Customer Support
With over 20 years of experience and his current role, providing excellent customer service and resolving complex technical issues for clients is a core focus.
Employee Investment
Expressed a clear belief in the importance of investing in great people, indicating a passion for team development and internal growth.

Media Appearances

Shannon has no verified media appearances

Work History

5-2022
Customer Support Professional at Surescripts
10-2018
Wintel Patch Administrator at General Dynamics Information Technology
12-2017
Incident Manager at CSRA Inc
12-2017
Incident Manager at CSRA Inc
10-2015
Tier 1 Help Desk Analyst at CSRA Inc

Education

1998 - 2002
High School from Osbourn Park High School

More Information

Social Presence :

Prographics :

Exp : 11 Location : Washington DC-Baltimore Area, United States Job Level : Middle Designation : Customer Support Professional at Surescripts
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Insights For Selling To Shannon

During A Call Or A Meeting

DO's

  • Focus on immediate action-items rather than the larger goals
  • Invite them for a social do but don’t rely solely on the relationship
  • Help them realize that there is no personal risk in making this decision

DONT's

  • Don’t be too objective but make sure to pad your storytelling with data points
  • Avoid making offhand commitments
  • Don’t brush off any concerns, take all questions seriously

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Shannon is

  • Proven value, strong testimonials are important to them, relationships will have some weightage.
  • Will you ever get a clear answer from Shannon

  • They are practical yet friendly, don’t expect a clear no very often.

Insights For Deal Planning

    How fast (or slow) will Shannon move?

  • They like to analyze well and can take their time to reach any decisions.
  • Can Shannon take some risk or not?

  • They evaluate their decisions systematically and are less likely to take risks.

You And Shannon

Personality Compatibility


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