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Technical Support Customer Service

Vancouver, Washington, United States
February 15, 2018

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Lori J. DeVaney

Objective Experienced curriculum developer, instructor, and corporate trainer seeking an opportunity that provides flexibility and balance while utilizing my broad training skills while working at home. Skills Administrative:

o Excellent problem solving skills.

o Excellent customer service skills.

o Ability to multitask in a busy environment.

o New employee training (corporate, workforce, personal coaching). o Personal computer support training.

o Database management and testing (transcription software). o Product development and research.

o Ergonomics implementation.

o HIPAA compliance training.

Operational Software and Transcription Platforms: Microsoft Office: Word, Excel, PowerPoint, and Outlook, Enterprise (Nuance, M*Modal), InScribe by Emdat, InfraWare, Docnito, SoftScript, 3Play. Experience

3Play Media - Captioner/Transcriptionist Boston, MA Mar 2014 - Current

Accurately caption and sync audio with speech via audio files, various content matter.

Meet deadlines consistently, part-time contractor. SoftScript - Medical Transcriptionist Santa Monica, CA Nov Nov 2014 - May 2017

Accurately transcribe medical documents within a specific deadline for multiple clients.

Maintain 98% accuracy or higher.

CanScribe Career College, Instructor/Curriculum Developer Kelowna, BC Oct 2009 – Mar 2014

Medical transcription course material research and development, implemented March 2012.

Edited over 1000 medical reports for use in the course.

Developed PowerPoint presentations for course tutorials.

Practicum instructor for on-the-job training for upcoming graduates.

Practice interview for each student.

Provide initial feedback to simulate the initial QA review process.

Maintain InCommand database and technical support for students and instructors.

Daily communication is provided to current students and graduates via e-mail, online chat, and telephone. QA assessment for 1 report per chapter and as required.

Online classrooms 2-3 times per week pertaining to the industry.

Technical support is provided for all general areas with specific focus on expander software, foot pedal issues, and connectivity issues during the week. Saturday coverage for any issues. NOWtranscription - Support and Documentation Administrator Oklahoma City, OK Oct 2009 – Feb 2012

Technical and customer support using InfraWare software.

Manage transcriptionists and perform quality assurance editing to medical reports.

Initial training on the platform software to new employees and clinic staff. Phone: 360-***-****

Educational materials using PowerPoint and written tutorials with graphics.

Supervisor Training Requests.

Personal coaching.

Group sessions on risk management issues.

Training physicians, physician support staff and technical support to these groups.

Transcribing police reports for local police department (limited).

Answering support phone calls, platform training to all new employees and clients, specialized group trainings to enhance productivity, updating documents outlining client and employee needs.

Webmedx, Inc.

Pittsburgh, PA

Trainer, Medical Transcriptionist, Office Assistant June 1998 – July 2009 Transcription, daily reports, corrections for hospital reports, equipment maintenance, and multiple telephone line duties including, but not limited to speaking with physicians, physician support staff, visiting the facility, MT support, and daily reports needed by the office manager. Transcribe medical reports, multispecialty (H&P, DS, ER, IME, clinic, OP). New employee training and ongoing training and development are provided to employees in each department at any time when needed. Technical and development assistance to enhance training skills is also performed.


Creating educational materials and providing information to all employees.

One-on-one training sessions for individual health maintenance. HIPAA Guidelines

Provide basic guidelines and coverage in accordance with Security Officer. Training Manuals

Create, edit, and update training manuals.

Create specialized manuals to fit specific client needs. Educational Materials

Create and post educational and training documentation to company website.

PowerPoint presentations, Instant Demos, and step-by-step written instructions.

Supervisor training requests.

Personal coaching.

Group sessions on risk management issues.

Follow-up sessions and work sheets.


NACC – National Association of Career Colleges

Instructor Development Program

Completion April 2012

Walla Walla Community College

A.A.A.S. Degree, Medical Administration

Graduate – President’s List – 1998

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