Administration Part-Time

LAVERN SMITH

North Palm Beach, FL 347-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Professional customer service and technical support specialist with over 7 years of experience and a proven track record in outstanding customer service, communication, problem-solving, troubleshooting, strategic planning, process optimization and team leadership. Detailed oriented with enthusiasm, exceptional work ethic, time management, and analytical skills. Adapt and streamline change processes to enhance overall efficiency. Collaborate with cross-functional teams on core values to achieve organization’s goals and objectives.

CORE COMPETENCE

Team Leadership, Customer Service Management, Time Management, Account Management, Organizational Behavior, Interpersonal Skills, Communication & Leadership, Problem Solving, Critical Thinking, Troubleshooting, Adaptability, Dependability, Data Analysis

PROFESSIONAL EXPERIENCE

IT Analyst/Senior Admin Assistant Jenkins Neurospine – New York, NY 08/2019 - 03/2024

Built client rapport and provide efficient customer service to external clients while complying with the company’s policies and procedures.

Enhanced customer satisfaction ratings from 60% to 90% by promptly addressing customer complaints.

Implemented process management policies to prevent recurrences. Train new team members, and boost office productivity by 50%.

Troubleshooted, resolved technical issues and managed clients’ data entry for accuracy and efficiency.

Performed multiple detail-oriented steps to ensure compliance and all regulatory guidelines are upheld, protect patient health information (PHI), and confidentiality of information system data.

Collaborated with stakeholders and discussed data analysis to facilitate operational and financial management decision-making.

Generated monthly reports for management.

Help Desk Analyst/Software Tester Queens Hospital Center - Queens, NY 04/2014 - 07/2019

Collaborated with the EPIC team to launch EPIC EHR software in multiple NYC HHC.

Establish efficient workflow processes by enabling staff access and sharing electronic medical records with authorized personnel.

Provided on-the-job training to end-users at various hospitals.

Monitored, controlled, and fixed computer software problems remotely and in person.

Increased productivity and overall efficiency of personnel and operations.

Resolved end-user complex issues through research, practical follow-up, and the implementation of new programs and strategies.

Minimized technological roadblocks that hampered productivity, generating cost savings measures by 30%

Organized, tracked, and resolved escalated incident tickets quickly.

Ensured that information accuracy conformed to organizational policies and procedures, and significantly reduced report generation time. Proficient in Microsoft Office.

EDUCATION

Monroe College New Rochelle, NY

Bachelor of Arts (BA) in Computer Information Systems

CERTIFICATIONS

Help Desk Manager

Help Desk Analyst

TRAINING

Cyber Security Training – NJIT

Cyber Security GRC Training – Peak Performance

MLM Sales – build relationship with clients, run quotes, research Caribbean and European destinations, excursions, tours, and create packages. Book airline flights, destination trips and cruise reservations, collect payments, and ensure clients get a detailed itinerary of their trip.

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