Customer Service Management

Regina Carol Hyatt

P.O. Box ***

Cynthiana, KY **031

859-***-****(cell) **********.*****@*****.***

Profile

Relational, optimistic, solutions-minded medical information specialist

with 15+ years proven success in leadership and data management in large

corporate, government and healthcare environments. Proven expertise in

building and sustaining key customer partnerships, and increased employee

development. Acknowledged as a person of high integrity who has the

ability to work cohesively with internal and external customers, meeting

and exceeding business objectives.

FUNCTIONAL SKILLS

New Account Development Project Management

Consistent Customer Retention Training/Team Development

Customer Service Reporting & Analysis

Network Administration Hardware/Software Configuration and

Management

Professional experience

HARRISON MEMORIAL HOSPITAL, Cynthiana, KY 2009 -

Present

Network/PC Technician 2009 - Present

Responsible for troubleshooting hospital-wide computer network systems;

installing software packages and system upgrades; installing and

maintaining computer hardware components; enhancing current systems as

authorized when upgrades become available and providing network system

support to users within the department and outlying departments of the

hospital.

. Established tracking system that logs requests, monitors progress, tracks

problem resolution and identifies patterns of failure in software and

hardware components.

. Analyzed bugs in present system and communicated with manager and system

administrator regarding unresolved problems.

. Installed, certified and troubleshoot hospital campus and remote-offices

network cabling infrastructure, including a wide variety of local area

network equipment and software.

IBM, Lexington, KY 1996 - 2009

Business Process Analyst 2005 - 2009

Expertise management team lead for HR solutions regarding employee external

and internal certifications and the reporting function contained therein

supporting approximately 100,000+ IBM employees world-wide.

. Acquired, deployed and maintained certification/accreditation data from

IBM customers, thus, increasing visibility of employees' value in growth

market areas (namely, India, China and Latin America).

. Monitored critical project milestones and provided status on projects to

Senior Management, enabling the delivery of new enhancements to the

Expertise Suite of applications on time and under budget.

. Developed and deployed global certification governance guidelines by

clearly identifying offerings and requirements necessary to achieve

certification/accreditation, thus eliminating unnecessary redundancy and

securing database integrity.

. Secured database integrity by acquisition of automated data feeds from

various external-learning vendors.

. Led cross-functional teams in development, testing, implementation and

ongoing change to the Credential Management and Personal Certifications

databases.

Data Administrator 1998 - 2005

Administered and maintained HR data regarding employee skills,

certifications and credentials.

. Successfully maintained employee skills, certification and expertise data

across all geographies in accordance with IBM IT security standards and

European/Canadian privacy laws.

. Increased weekly maintenance productivity 30% by streamlining multiple

batch load processes.

. Created and published metrics and productivity report package for Senior

Management Team.

Level 2 Technical Services Representative 1997 - 1998

Facilitated resolutions of customer's network impairments, and outages by

progressing and escalating these concerns within the various operational,

technical, and administrative departments.

. Created technical documentation on various HR related applications,

ensuring greater efficiency in customer response time.

. Served as liaison between technical team and customers, fostering and

maintaining significant partnerships to realize- leverage new business

opportunities.

IBM, Rome, Italy Training Developer/Coordinator 1996 - 1997

Designed comprehensive training program for 'train the trainer' in support

of digital video broadcasting environment.

. Developed both English/Italian training presentations for 30+ Italian

Technical Service Representatives.

. Deployed and executed training sessions to 30+ Italian Technical Service

Representatives; ensuring proper understanding and effective translation

of all training documentation.

Department of Interior - Office of Surface Mining, Lexington, KY 1989 -

1995

Federal Investigator

Federal investigations of active and non-active surfacing coal mining

activity in Kentucky, West Virginia and Tennessee.

. Successfully completed approximately 100 investigations resulting in

thousands of acreage reclaimed and the recovery of nearly $50,000 in

fines.

. Developed /presented training programs to coal operators, miners and

owners in regards to compliance with State and Federal coal mining

regulations.

Education

Bachelor of Music in Vocal Performance, Meredith College, Raleigh, NC

124 credit hours - Bachelor of Science in Organizational Management, Midway

College, Midway, KY

TECHNICAL COMPETENCIES

Operating Systems - AS/400, Windows XP/7/8, Unix

Software - Microsoft Office, Microsoft Project, Lotus Notes, Meditech

TECHNICAL CERTIFICATIONS

CompTIA A+, MCDST

Languages

English: Fluent

German: Basic

REFERENCES

Sally Levi - 859-***-****

vickie england - 859-***-****

STEVEN JUSTICE - 118 16TH Street, paris, KY 40361

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