Documentation, training, Customer Service, Technical Support, project

DARRICK E. DESLATTE 303-***-****

***** ******* ***** **********@*****.***

Parker, CO 80134 LinkedIn Profile: Darrick Deslatte

DOCUMENTATION SPECIALIST, INSTRUCTIONAL DESIGN, TRAINING DEVELOPMENT AND IMPLEMENTATION PROFESSIONAL

Procedural documentation, software support references; user manuals

Technical interviewing; technical translation for laymen

Innovation-oriented; creative training development using blended and full learning life cycle modalities

Curriculum developed and implemented for industry regulations, healthcare, Government program compliance, information security (i.e. HIPAA, PCI, PHI), revenue cycle and operations roles; standard operation procedures

Data analysis and reporting; identifying training and operational needs (performance gap/training gap analysis)

Equally adapted to Individual curriculum/product development, or collaborative team contribution

KEY SKILLS

Operations and Technical Documentation

Instructional Design and Delivery

Technical/Instructional Writing

Client Relations

Project Management; Transition Planning and implementation

Workforce Planning/Workflow Management

SharePoint, tools, document storage

Culture Transformation/Agility

Acquisitions and Integration; Due Diligence

Systems Training

Quality Management/Auditing

Leadership Coaching and Development

Team Integration; Gap Analysis

Accuracy Coaching

Retention Strategies

Writing; preparation and delivery of monthly and annual performance reviews

Regression testing/Troubleshooting; functionality error resolution

Team Management

PROFESSIONAL EXPERIENCE

United Parcel Service, Centennial, CO 2016 to current

Logistics company, package delivery

Part Time Package Handler

Exceptions clerk, package distribution duties

Scan and distribute exception packages (correct addresses as needed, signal system to contact customers as needed), stage packages for next day delivery

Unload delivery trucks, load outbound distribution trailers

CVS Health / Coram Specialty Infusion Services, Centennial, CO 2012 to 2016

Healthcare provider, specialty infusions

Revenue Support Trainer

On-site Support Trainer and System User Support

Research design and functionality/user application of on-line clearing house/electronic claims management system; developed and refined training manual to be used as primary support tool/user reference; curriculum developed for online learning courses and classroom

Contribution to the development, design and delivery of new training curriculum used in the launch of new Financial Services office

Continued improvement upon pre-existing billing and collections systems training: designing and implementing structured practical exercises; resulting in greater trainee engagement and an additional opportunities for measuring learning success

Frequent updates/redesign for billing software/system training manual to incorporate system changes and new functionality; new division procedures/new industry requirements

Team Lead, Customer Quality/Eligibility and Qualifications

Through quality monitoring, identified process improvements for eligibility and benefit confirmation procedures; resulting in outbound agent call times decreasing by an average of fifteen seconds

Identified training deficits through quality analysis and developed training documentation

Facilitated training sessions; which resulted in an expedited flow of important information, and provided opportunities for audience to verbally clarify

Elavon, Inc. Englewood, CO 2002 to 2011

Merchant Services and Electronic Transaction Provider

Manager, Premier Merchant Services

Managed multi-functional inbound Customer Service team of 23 representatives; responsible for processing external and internal customer requests

Contributed to project planning and management for successful execution of telecom software upgrade

Implemented the use of available system tools to more effectively monitor task progress and employee productivity

Implemented new performance measurements and goals; resulting in 5% increase in overall performance

Implemented decreased business hours to maximize FTE efficiency (Based on analysis of call volume metrics)

Identified reporting system data errors; collaborated with system administrators to specify and correct the issue

Manager, Premier Technical Service

Managed multi-tiered inbound Technical Support team

Implemented improved product support procedures; resulting in improved escalation process and increased problem resolution efficiency

Managed project to integrate customer base and supporting technology post acquisition; facilitated gap analysis to identify and remediate agent support knowledge gaps

Improved performance measurement tools; allowing for improved goal setting and increased productivity/service quality

Improved system tools enabling more efficient productivity monitoring; allowing increased performance expectations, and achieving an overall average of 5% increased productivity

Supervised implementation of new client/product support within team; designed and developed training; support references and related client materials

Managed project for system mapping and integration of new client proprietary software (providing connectivity to Bank Interchange and gift card network)

Assistant Manager, Premier Technical Support (promoted to Manager)

Provided primary product support and escalation path for agents; supporting leadership team as needed

Developed agent call quality monitoring process and documentation; targeted agent soft skill improvement, active listening and interpreting caller responses

Improved / created Customer Product and Service Support references and materials (Regression testing and functionality testing for new products and updated software, wrote and verified accuracy of technical documentation)

Representative, Premier Technical Support (promoted to Assistant Manager)

Inbound and outbound Technical Support for Merchant Point of Sale

Completed software regression and user testing for point of sale devices

Created and updated abbreviated user guides distributed to merchant clients

Conducted outbound projects to complete product and system conversions for large client groups

Maintained excellent quality and productivity while working within a team to meet call center service level goals

Teletech, Englewood, CO 2001 to 2002

Third Party Customer Service Contractor

Customer Service, Billing and Account Modification Representative

inbound support for Nextel Cellular Service

Sustained increased quality/accuracy, and exceeded daily productivity goals (85% of assigned billing/Account requests completed per day)

EDUCATION AND PROFESSIONAL DEVELOPMENT

University of Colorado, Denver, CO Majors in Anthropology and Sociology; 100 credit hours completed

PROFESSIONAL CERTIFICATIONS

7 Habits of Highly Effective Managers (Franklin Covey)

Call Center Analytics and Effective Methodologies certification (ICMI)

Medicare CMS DME, Eligibility and Qualification Tools and Administration Certification

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