Customer Service Microsoft Office

DARRELL DE LEON

*** ******** ****** ** ******* AB T3M 1V5

Cell: 403-***-****

Email: ac043m@r.postjobfree.com

SUMMARY

I am an organized, deadline oriented professional with one year IT and healthcare experience. I exhibit excellent communication and stakeholder management skills, demonstrated expertise in MS Suite, PowerPoint, and Visio.

PROFESSIONAL EXPERIENCE

ALBERTA HEALTH SERVICES

IT Analyst I

May 2016 -Present

EMR Business Integration

• Monitor and manage incident and service request queues

• Complete initial assessment of incoming service requests, determine completeness, scope, urgency of requests, and delegate appropriately

• Document processes, and maintain key project and operational documentation using Lean and Six Sigma business analysis.

• Call clinics to ensure that the database is up to date and ensure that they are receiving good customer service

• Maintain active communication with clients to provide information when needed

• Explain any issues that come up to the team and recommend the best course of action based on guidelines, policies and past practice

• Respond to customer inquiries based on knowledge of AHS guidelines and policies

• Create and update customer support tickets

• Perform a variety of related professional level duties to support IT systems and programs

• Identify IT department improvements and lead initiatives to improve internal process effectiveness

• Participate in setting and achieving IT goals

• Participate in vendor conformance process for new data sources

• Plan and execute new technical implementations to current processes for eDelivery requests

• Provide support with the current day-to-day task of updating and enhancing systems database

• To professionally communicate to both clinics and healthcare providers for updates and relay potential problems that may arise in the future

Accomplishments/Key Contributions

• Recognized for being able to troubleshoot and solve problems providing clinics and health care providers with great customer service

• Performed a clean-up in the database with more up-to-date information about clinics and health care providers

• Increased service requests volume by 50% from performing daily audits (calling clinics)/database cleanup

FOOT LOCKER

Sales Associate

2013-2016

• Provided one on one customer service, met sales targets, provided positive feedback and product knowledge and help create and support a positive team environment

Accomplishments/Key Contributions

• Awarded Employee of the Month for October 2014

• Best Sales for the Month of February 2015

STARBUCKS

Shift Supervisor

2012 - 2013

• Managed shifts, ran the store, made store-operated decisions

• Was the team role model and coached delivery of high-quality service while creating meaningful connections with customers and partners.

• Performed open and close cash counts, inventory counts, and scheduling

• Communicated operating and safety standards to fellow team members

Accomplishments/Key Contributions

• Recognized for helping the store be more efficient

EDUCATION

Degree, Business Administration

University of Lethbridge Calgary, AB

2019 (Expected)

Diploma, Business Administration

Bow Valley College Calgary, AB

2017 (Graduated)

Diploma, Criminal Justice

Bow Valley College Calgary, AB

2015 (Graduated)

TECHNICAL & COMPUTER SKILLS

• Strong written and oral communication skills

• Advance knowledge in Microsoft Office Suite

• Intermediate knowledge in project management software (i.e. JIRA & VSM)

• Intermediate knowledge in SQL and WinSCP program

• Organized and strong attention to detail

• Experienced working in a fast-paced environment

• Ability to work with or without constant supervision

• Ability to lead and manage team

• Has cash management experience and scheduling experience

• Ability to present and facilitate in a work environment

PROFESSIONAL DEVELOPMENT

• Studied Computer Applications and Business Communication courses; specializes in the use of the Microsoft Office Suite

• Took Accounting, Finance, Risk Management and Insurance, and Human Resources courses

• Took management courses in addition to accounting, finance, and insurance courses offered in the program.

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