Customer Service Project Manager

LASHONDA MICKENS

Queens, NY • E-mail: *********@*****.***

Phone: 917-***-**** • LinkedIn: www.linkedin.com/in/lashondamickens

Professional Profile: Certified CompTIA A+ and CCNA (retired) IT Professional with implementation

experience at North Shore Long Island Jewish Health System including Siemens Soarian Financials,

Soarian Scheduling, GE Centricity Business, and AllScripts. Customer Service experience within different

industries including Retail, Hospitality, and Law.

WORK EXPERIENCE

Divurgent LLC, New York, NY Aug. 2013 – Present

Embedded Support Consultant

• Assisted medical practices by troubleshooting hardware and software capabilities to ensure system

compatibility

• Provided on-site support to reduce end user errors, maximize efficiency, and optimize the patient experience

• Liaised with Practice Managers to strategize the allocation of resources, streamline of workflows, and

reduction of bottle necks prior to Go Live events

• Communicated with Project Manager regarding consultant allocation, client expectations, and how to

maximize the customer service experience

• Strategized with Business Analysts and Principal Consultants to ensure adequate resource allocation

between multiple sites, design and implementation of Scheduling Worklists within the application, and

troubleshoot printer issues prior to Go Live events

• Assisted Training Team in educating users in Soarian and GECB through classroom facilitation

• Mapped printers to the new applications to ensure a successful application implementation

• Facilitated onsite discovery prior to the application rollout to in order to pre-empt day one issues with

patient flow, software and hardware limitations, and end user expectations

Tommy Hilfiger, New York, NY Nov. 2010 – Apr. 2012

Sales Cashier

• Offered exceptional customer service in order to differentiate and promote the brand

• Collaborated with teammates in order to provide an personalized shopping experience for each customer

• Reconciled all transactions for day end and month end sales

Accomplishment: Recognized by store manager for excellent customer service.

EDUCATION

Per Scholas Institute for Technology, Bronx, NY June 2013

Completed A+ certification process

Computer Technician Training - A comprehensive IT curriculum, incorporating a unique blend

of formal instruction with hands-on activities, in a real-world working environment

St. John’s University, Queens, NY 2008 - 2010

Major: Hospitality Management (earned 60 credits)

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