Training Customer Service

Jennifer A. Lee

**********@*******.*** 703-***-**** 701 S. Madison Ave Clearwater, FL 33756

PROFILE

Accomplished Training Specialist with 10+ years experience offering extensive background in instructor led training, online learning, training needs analysis, process management and client-facing experience seeking a pivotal role with established training team in a dynamic environment. Demonstrated ability to quickly learn proprietary software to conduct instructor led and online training.

AREAS OF STRENGTH

●Training & Development

●Lesson Plans

●User Guides

●Quick Reference Guides

●Classroom Facilitation

●Maintaining Training Data

●End User Support

●Functionality Analysis

●Project Management

●Testing Coordination

●Technical Documentation

●Leadership & Mentoring

●Statistical Data Reports

●Requirements

Quality Assurance

Previously held SECURITY CLEARANCE Secret, DISCO

EXPERIENCE

MobileX, Clearwater, FL 9/17 to Present

Lab Dispatcher

●Answer calls in a professional and timely manner

●Record all transactions in proprietary system (Copia)

●Communicate with Assisted Living Facilities, Nursing Homes, Laboratories and other facilities in a professional manner

●Manage expectations of facilities documenting everything in the tracking system

●Communicate with Phlebotomists and Labs professionally to ensure timely patient care.

Hillsborough County Supervisor of Elections, through StaffEx, (temporary) Tampa, FL 9/16 to 11/16

Training Specialist

●Followed previously developed curriculum to train poll-workers in various jobs for the General Election.

●Conducted instructor led training for up to 30 people in a classroom setting

ASM Research, Inc., a Division of Accenture Federal Services, Fairfax, VA 2/08 to 6/16

Lead government provider of information solutions, information assurance, and professional services.

Senior Training Specialist, HSG Team – Reserve Component Division 1/11 to 6/16

●Develop application training plans, travel to conduct training, attend conferences for ARNG and USAR.

●Senior Trainer when conducting training with other team members for USAR and ARNG personnel pertaining to the Medical Electronic Data (for) Care History and Readiness Tracking (MEDCHART) system.

●Conduct Instructor Led Training for AVS, DenClass, eCase, eMMPS, HRR, MATS and MRR, e-Profile and MEDPROS Web Reporting applications.

●Conduct training for application updates through the web using Adobe Connect and Defense Connect Online (DCO).

●Provide support to the ARNG and USAR at various conferences speaking with end users, answering questions, collecting feedback and conducting training when requested.

●Build and maintain over 100k Login IDs for training sites of MEDCHART applications.

●Collaborate with Project Managers, Functional Analysts, and Technical Leads for each application to maintain training data and schedule updates to training sites.

●Guest Instructor at the Army Reserve Readiness Training Center (ARRTC) in Fort Knox, KY and the Army Reserve Medical Management Center (AR-MMC) in Pinellas Park, FL

Functional Analyst, Reserve Component Team, Health Solutions Group 11/09 to 1/11

●Manage requirements and development of the Automated Voucher System (AVS), Medical Action Tracking System (MATS) and Occupational Health System (OccHealth) and perform analysis of functionality to ensure applications perform according to design.

●Develop and manage project schedules and coordinate Unit, System Integration, Regression, and Customer Acceptance testing to ensure successful implementation of requirements developed by technical team.

●Coordinate and conduct in progress reviews, configuration control board meetings, ad hoc briefings and application demonstrations internally and with clients to provide status reports and updates on development of applications.

●Responsible for all IEEE documentation of AVS, MATS and OH applications.

●Draft project plans, statements of work, test plans, service requests, and process maps for ARNG and USAR.

Training Specialist, Reserve Component Team, Health Solutions Group (HSG) 2/08 to 11/09

●Coordinate and conduct platform training for the Army National Guard (ARNG), United States Army Reserve (USAR), and National Guard Bureau (NGB) Offices using (RC) Team applications and conducting training of various Medical Operational Data System (MODS) applications

●Coordinate training efforts in direct accordance with the USARC directives regarding the Medical Operational Data System (MODS) Software by collaborating with the US Army Reserve Command (USARC) Surgeon’s office.

Maintain training data and scheduling updates to training sites by working closely with Functional Analysts for each application.

●Maintain training materials for up to five applications.

●Create and maintain all training data logins and passwords for five applications.

Integritas, Inc., Altoona PA 7/07 to 2/08

Call Facilitator / Administrative Assistant

Provider of EMR practice management software and solutions for Urgent Care, Occupational Medicine and Employee Health.

●Provided initial assessment of Application Support requests, through phone and email.

●Assigned priority of Application Support Requests.

●Scheduled Quality Assurance appointments for Subject Matter Experts, through MS Outlook

Homemaker Coalport, PA 9/04 to 2/08

Seneca Corporation, Vienna VA 7/99 to 9/04

Inbound Call Center Program Coordinator and Team Lead

Provided Call Center Customer Service support and online technical support service for government and businesses.

●Manage Client accounts involving integrating new client business.

●Administer call tracking system via Web based interface and submit requirements to Research and Development team for implementing upgrades to call tracking system.

●Train clients and employees on SupporTrax call tracking software both on-site and online.

●Create and summarize reports of statistical data as related to a customer support environment.

●Manage assigned service requests as well as escalated service requests through to problem resolution.

●Administer and provide reports from ACD system analyzing the data to forecast and track trends.

●Add new clients and users to SupporTrax system.

●Create and maintain Knowledge Base Entries of SupporTrax system.

●Supervise and coach employees in call center environment, including employee training and development, performance evaluations, and creation and delivery of individual and team performance measures.

●Monitor incoming calls for quality assurance purposes.

EDUCATION

Microsoft Certified Systems Engineer (MCSE) Course Work – Stratford University, Falls Church, VA 1999-2000

Systems Approach to Training/Foundation Training Development Course - US Army Certificate, Professional Education Center, Camp Robinson, AR

Army Basic Instructor Course/ Foundation Instructor Facilitator Course - US Army Certificate, Professional Education Center, Camp Robinson, AR

Additional Training: MadCap Flare, Microsoft Excel Basics & Beyond Basics (1.2 CEUs), Creative Problem Solving and Strategic Thinking (.6 CEUs), Training the Trainer (.6 CEUs), Project Management (.6 CEUs), Managing Multiple Priorities (.6 CEUs)

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