Customer Service Training
Resume:
Charlene Justice-Bass
Durham, NC 27704
***********@*******.***
Work Experience
Duke University Health System
February 2013 - March 2013
Epic-Maestro Care Ambulatory- Go Live Support - In clinic - Wave 3
. Trained on Maestro Care's Front Desk, Power User, Nursing & Provider
software
. Provided general technical live/in person support to Duke Employees
Duke University Health System
September 2012 - October 2012
Epic-Maestro Care Ambulatory- Go Live Support (Tier II)
. Trained on Maestro Care's Front Desk, Power User, Nursing & Provider
software
. Provided live telephone, email & remote support for Clinical Liaison,
power users, support staff, providers along with nurses from a command
center environment
. Using a call center customer service ticket system to troubleshot
technical software issues or escalates to the accurate department to
resolve the incident
. Worked as a active team member with others in group & senior analyst
to learn how to resolve incidents
. Troubleshoot technical service - application problems by analyzing,
identifying and diagnosing errors & symptoms without a script using
knowledge of applications, critical thinking skills, and established
processes and procedures.
Piedmont Community College, Roxboro NC.
September 2008 - July 2009
Computer Training Instructor - Continuing Education Dept.
Effectively taught training classes in a structured classroom environment
Trained adults students computer fundamentals with Microsoft software
applications
Developed & executed course syllabus
Maintained a all-inclusive course with textbooks
Durham Technical Community College, Durham, NC
February 2008 - September 2008
Computer Training Instructor - Continuing Education Dept.
Successfully taught training classes in a classroom environment
Developed course syllabus
Maintained a comprehensive course without textbooks
Developed student's resource/training materials
Trained & catered to student's different learning styles & abilities
CC's Technology Support, Durham, NC
August 2000 - August 2012
IT Trainer & Owner
Computer Consultant - Computer Support Specialist
Computer Software training, sales & support of Microsoft productivity
Provided assistance to business owners to resolve problems with their
computer software, hardware & internet web designs
Instructed computer classes in the community for the elderly & children
Troubleshot customers software how-to issues
focused in professional administrative business support services for
small/home based businesses
Developed customized training programs with how-to exercises for
individuals catered to their learning style & abilities
Trained individuals how to correctly search the web-subject based, the
importance of spy-ware, anti-virus software
Education
Durham Technical Community College, Durham NC
May 2000
Word Processing Certification - Office Systems Technology
Southern High School, Durham NC
Graduated with Diploma June 1987
Achievements/Awards
Trained on EPIC- Maestro Care's Front Desk, Power User, Nursing & Provider
software 2012
Microsoft Partner & Software Advisor
2001-2012
Numerous, Microsoft technical & business - marketing seminars workshops on
OS, Security, Server 2003, Licensing options
May 2003- May 2010
Project Management workshop/training
May 2007
Pro-Literacy of America tutor training Certification
April 2006
PC Literacy Certificate - Durham Tech.
May 1998
Medical Terminology Certificate - Durham Tech.
June 1989
Skills
Able to promptly learn and master new technology; equally successful in
both team and self-directed settings; and proficient in a range of computer
systems
Experienced in providing excellent customer service - interacts with
customers face to face or by email, live chat, video conferencing or other
methods
Excellent communication skills - professional voice presentation
Over 20 years experience with general management skills, 24 years office
clerical skills
Goal-Oriented individual with strong leadership capabilities
Ability to direct complex project form concept to full operational status
Proficient with Microsoft Software - Operating system, Office Suite
Strong Internet search skills - VoIP & video conferencing, Instant
Messaging
Graphic Design - Desktop Publishing Specialist
Basic IT Networking knowledge - Windows Server 2003/2008 & Novell
Basic Web Design-concepts
Develop customized training programs for individuals, company staff &
classroom environments
Interests:
Computers
Dance Fitness - Zumba Instructor - Belly dancer
Beaded Jewelry design
Traveling - movies - music
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