Customer Service Training
Resume:
Julia A. Beegle
Farmington Hills, MI 48335
***********@*******.***
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SUMMARY
Accomplished Change Management professional with comprehensive multi-
industry, multi-project experience. Awarded top honors by establishing and
maintaining strong client relationships. Solid reputation for directing and
managing work efforts to drive and add value in fast- paced Fortune 500
environments with extremely high client expectations and timeline
restrictions. Innovative individual with strong teamwork skills, instilling
commitment, trust, fairness and loyalty in order to achieve complex goals.
Training Specialist Human Performance Change Management
Culture Change Project Management Employee Relations
PROFESSIONAL EXPERIENCE
HENRY FORD HEALTH SYSTEMS- Detroit, MI
2010 -
More than 23,000 total Henry Ford Health System employees - 17,489 full-
time equivalent employees, including 3,632 nurses (395 from
Canada) and 3,883 allied health professionals - provide care during more
than 3.1 million patient contacts. Henry Ford health care providers perform
more than 78,000 ambulatory surgery procedures each year. More than 93,000
patients are admitted to Henry Ford hospitals annually.
Training and Integration Specialist- Clinical Systems Research &
Integration (EMR, Dr. First, eLearning-Captivate)
. Assesses outpatient/inpatient workflow and processes relating to the
use of the electronic medical record (EMR) and other applications.
Recommends, demonstrates and trains specific EMR or application
functionality in order to improve clinic efficiencies.
. Conducts on-site training sessions for senior and support staff at all
of the HFHS locations. Provides ongoing on-site educational support to
new and existing senior staff as well as support staff.
. Acts as a Subject Matter Expert and interacts with the developers and
system analysts during the development of new clinical and business
system modules. Participates in the planning of new program
implementation to include both operational processes and educational
programs.
. Recommends enhancements to the application development teams based on
interaction with a wide range of end-users including physicians, mid-
level providers, nurses, technicians, clinic service representatives.
. Assists in new site startups by providing training and support.
. Recommends training curriculum and prepares training materials in
final form. Selects or develops teaching aids such as training
handbooks, demonstration models, multimedia visual aids, computer
tutorials and reference work.
ACCENTURE, Southfield, MI 2007-
2009
Fortune 500 global management consulting firm with annual net revenue of
$23.39 billion. Manage complex organizational and workforce transitions and
help companies operate to realize the greatest long-term value from their
business improvement efforts.
Change Management/ Talent and Organization Performance
Epic Training Specialist- 550 Bed Hospital - ASAP, OPTime, EpicRx,
Inpatient Modules
. Designed and implemented Epic end-user training and train-the-trainer
activities that assured knowledge of content, accuracy, confidence in
abilities that resulted in eliminated harmful medical mistakes by
100%.
. Developed and create training materials for approximately 3000
hospital employees.
. Streamlined electronic medical record training in Epic software system
that resulted in significant savings to the organization by having a
highly efficient and timely training solution.
. 100% sustainability and consistency for future technology upgrades by
coaching clinical managers and clinical educators in each department
to manage future training efforts.
. Successfully coordinated end- user, instructor- led training for 1500
nurses with a significant time constriction of 5 weeks.
Human Performance Specialist- Global SAP Implementation- Fortune 500
Chemical Company
. Conducted stakeholder analyses for global purchasing department with
assurance and sign off by all stakeholders identified.
. Developed and Implemented communication strategies and plans related
to organizational change, which resulted in consistent and timely
communication across global purchasing department.
. Performed as-is to-be assessments of organization; identified gaps in
current system and executed based on assessment to mitigate issues
that saved significant time and money.
. Implemented organizational transition approaches with goal of 100%
improvement in sustainability with future system trainings and
processes.
T.E.A.M. Employee Assistance Program, Troy, MI
1998 - 2007
Account Manager / Management Consulting
National Employee Assistance Program that provides management consulting to
companies along with employee relationship support and services.
. Created and conducted presentations to client companies regarding
employee relation topics.
. Created and delivered trainings to internal customers regarding
continuous quality improvement initiatives.
. Lead cross-functional team to research, create, implement and oversee
reward and recognition program.
. Developed and maintained strong relationships with primary contacts
including Human Resource Professionals, CEO"s, Vice Presidents and
Union Leaders at each client company.
EDUCATION / TRAINING
Bachelor of Science, Psychology Western Michigan University
ADDITIONAL INFORMATION
Appointed Quality Council member seven consecutive years
Top award for customer service two consecutive years
Award for quickly establishing credibility with clients 2007
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