Professional Summary

**+ years of distinguished performance in the Technology (Saas), Healthcare, and Aviation industries. Broad-based background encompasses exceptional work ethics, professional integrity, and maintaining the highest levels of confidentiality, compliance, and attention to detail. A proactive and effective team member committed to organizational objectives, core values, and mission that create results that convey value for senior leadership. Offering the following core competencies and proficiencies:

●Training Methods: eLearning, Hybrid, VL & IL

●Adult Learning, ADDIE Modeling & Sys. Dev. Life Cycle

●LMS: Docebo & Cornerstone

●Authoring Tools: Articulate, Camtasia & Audacity

●MS 365, Google Workspace & Task Management Sys.

●EMR: AthenaHealth, EPIC, NextGen, & Cerner

●Physician Credentialing & Payer Enrollment

●Patient Data Confidentiality & Integrity

●Revenue Management & Optimization

●Implementation, Integration, Data Migration, Testing & Troubleshooting

●Go-Live & Customer-Facing End-User Support

Career Highlights

Senior Product Technical Trainer (Remote) - Houston, TX 01/2020 – Present

PROS, Inc.

●In this role, I am a trainer of Digital Marketing and Revenue Management (RM) Travel Solution software.

●Train external and internal customers on the best practices, theoretical concepts, functionalities, and features of the Revenue Management system.

●Manage learning and development library scormed content within Learning Management System (LMS).

●Analyze and synthesize customer training evaluations to gauge adaption, identify trends, and knowledge gaps, and recommend controls to improve existing course content and the effectiveness of the training program.

●Translate complex concepts and data content into graphically appealing and easy-to-understand presentations in a professional training environment.

●Work independently and collaborative across a wide variety of operational, functional, and technical disciplines with outstanding communication skills, extreme attention to detail, and meeting realistic deadlines relating to content production.

Significant Accomplishments: Designed first technology-focused eLearning course for adult learners that included training objectives, knowledge checks and assessments, quizzes, and certification exams for Revenue Management travel solutions; Created audio transcripts, video recordings, and animations using multimedia tools that provided a professional, unique learning experience to adult learners; Improved workflows and processes to support new products, tools, and functionalities adoption to scale; Member of the implementation team that brought in company’s largest customer to date; Translated customers’ system pain points into sales opportunities to cross-sell additional solution services and encouraged subscription renewal; Selected as a presenter at the 2021 Annual Outperform Sales Conference and company-wide Day of Learning events and a key collaborator on the company’s Tiger Team tasked with establishing new virtual workplace standards and a culture of diversity. Created processes and custom reports for quarterly system updates, training road map, new functionalities release dates, available support, and technical guidance that convey value and transparency for senior leadership.

Technical Trainer/Revenue Specialist - Houston, TX 01/2017 – 12/2019

Memorial Hermann Medical Group

In this role, I was the Subject Matter Expert on the AthenaHealth EMR system and Microsoft 365 Sharepoint.

Provided on-site training and system support to stakeholders during new customer implementation, data migration, mapping, testing, and deployment.

Provided initial and ongoing training on the system, updates, and new functionalities.

Provided technical support to complicated technical application issues through resolution; and ensured best practices, workflows, and policies were followed.

Managed the service ticket queue system, ensured service ticket issues were diagnosed, resolved, and closed within the defined service level maintenance, and promptly responded to end-user requests for updates on ticket status and follow-up as needed.

Significant Accomplishments: Completed system-wide special projects of uncombining or combining patient data to maintain patient’s electronic medical records integrity; Created and implemented protocol for system-wide card-on-file functionality to use with Care Credit (Synchrony Bank) vendor that increased patient’s payment collection by 50%; Reduced EMR system queue from 800+ down to an acceptable and scalable range that increased productivity and enhanced workflow; Developed and maintained SharePoint online educational portals with pertinent training information, revenue policies, and procedures; and Member of the implementation and go-live support team that signed the company’s largest customer to date.

International Flight Attendant - Tulsa, OK 06/2007-03/2010

Omni Air International Airlines

Delivered service excellence and recovery, aircraft types, emergency land and water evacuation, pre-checking and use of emergency equipment, medical emergencies, and government and company regulations, policies, and protocols.

Recognized and received multiple awards for Leadership and Customer Service Excellence.

International Flight Attendant/Trainer/Recruiter - Minneapolis, MN 04/1997-12/2006

Northwest Airlines

Recruited and trained flight attendants on delivering service excellence and recovery, aircraft types, emergency land and water evacuation, pre-checking and use of emergency equipment, medical emergencies, and government and company regulations, policies, and protocols.

Recognized and received multiple awards for Leadership and Customer Service Excellence.

Additional Professional Experience

Revenue Recovery Specialist (Contract) – Benefits Recovery Solutions Metro Houston - 2016

Technical Trainer/Revenue Manager (Contract) – Center for Medical Genetics Metro Houston - 2015

Technical Trainer/Revenue Manager − Hexaware Technologies Metro Atlanta - 2014

Technical Trainer/GME Coordinator − DeKalb Medical Hospital Metro Atlanta - 2012

Technical Trainer/Billing Manager − Family Practice Partners Metro Atlanta - 2010

Education/Certification

Bachelor of Arts in Communications

University at Albany-SUNY Albany, New York 1994

Associates of Science in Medical Coding and Insurance Billing

Herzing University Atlanta, Georgia 2010

Professional/Community Relations

Career Readiness Mentor/Facilitator Career Gear Houston 2020

Career Readiness Mentor/Facilitator American Corporate Partners 2015

Career Readiness Mentor/Facilitator Children’s Restoration Network 2015

Career Readiness Mentor/Facilitator Stinson and Associates 2012

Male Mentor Big Brother Big Sister of Atlanta 2012

Career Readiness Mentor/Facilitator Building Bridges Foundation of Georgia 2007

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