Customer Service Software

Shawna Dodge

Email: *********@********.***

Address: 70A Carranza Road

City: Tabernacle

State: NJ

Zip: 08088

Country: USA

Phone: 856-***-****

Skill Level: Experienced

Salary Range: $60,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Shawna Dodge

70 A Carranza Road

Tabernacle, NJ 08088

856-***-****- Cell 609-***-****- Home

*****.******@*****.***

Work Experience

Regional Womens Healthcare Management; 4/12-present

EMR Trainer

o Responsible for training Providers, MAs, and Clerical staff on the Abraxas software for Electronic Medical Records patients, and for the application of Meaningful Use. Other responsibilities include live assistance within the Practice during initial application of learned material, curriculum design and installation of software. Curriculum design incorporates the use of Excel, client software and PowerPoint in order to create an interactive learning module. Items designed include assessments, intranet tutorials and PowerPoint guides. The assessments are based on the three distinct differentiated learning modalities for adult learning theory, and are customized for each client and company size. Customized coaching is also utilized in order to provide the best results for each Practice.

Arise Virtual Solutions; 7/11-present

Contracted Trainer

o Trainer for clients that have at-home customer service agents. Training includes policies and procedures for customer care and resolution through the use of network software and phone systems. Primary responsibilities include instruction with the product software as well as the customer interface software. Ideas and customer service techniques are highly emphasized for ultimate client satisfaction. Coaching and post training follow-up is a mandatory function. Key client includes:

Intuit/TurboTax

Quill.com

Working Solutions, LLC; 8/07-4/12

Agent Development/Trainer

o Contracted Trainer for various clients that ranged from sales to highly technical customer service and support. Each client required training on their own software, as well as procedure and policy training. Curriculum design was necessary in order to implement complete training for each project. Microsoft Office Suite was used heavily with PowerPoint being the primary design medium alongside the client software. Design was client specific and would include software manuals, procedure presentations and trainer guides and materials using Excel and Word. Training ranged from basic level 1 customer service, to upsell and down-sell techniques for at risk projects. Sales training and strategy workshops were held regularly in order to further promote customer retention for specific clients. The following is the overall client list:

Microsoft

Nine West

Jackson Hewitt

Carbonite

One Technologies Credit Reporting

Bookit.com travel reservations

Egencia Corporate software

NuStats Research

Education

B.A. double major Liberal Studies/Social Science California Baptist University; Riverside Ca. 2/02-10/06

B.A. Special Education grades k-12; Western Governors University; Salt Lake City Ut. 7/09-12/11

Skills

Well versed in learning, and training, new software and all associated elements within. Have worked closely with the following programs:

o Avaya

o Citrix

o AS400

o Microsoft Office Suite

o MACS (Windows DOS Prompt)

o Right Now

o VPN's

o Webex/Adobe Connect/ILink/GotoMeeting

o Online research through any browser

o Windows ME, 2000, XP, Vista, 7

o Dameware

Contact this candidate