Services Specialist Process Improvement
Resume:
Emily Paul
Owner/Operator ecPaul Home
Iowa City, IA 52245
******************@*****.***
Professional Summary
Ambitious and optimistic professional with 23 years of experience in various fields, including: administration, insurance, technology, sales, business, healthcare, and design. I possess strong leadership skills and take pride in producing quality work, on time, and efficiently. I am a motivated self- starter and work well independently and with others. I have collected a diverse and unique set of skills and knowledge over the years, which enables me to quickly and seamlessly transition into new roles. I am passionate, driven, and confident that I am a valuable asset for your company. Authorized to work in the US for any employer
Work Experience
Clinic Services Specialist
Iowa Health Care-Iowa City, IA
November 2024 to Present
• Check patients in and out from clinic appointments, labs and x-rays
• Schedule patient appointments according to frontline and clinic policies and procedures
• Maximize service delivery by coordinating location, day and time in a way that maximizes patient experience and reduces the need for multiple trips
• Serve as intermediary between patient and clinic staff according to specific needs
• Evaluate and ensure quality of service by documenting, troubleshooting, and resolving scheduling errors and issues
• Document and communicate process issues and updates to teammates, managers and clinic staff
• Spearhead process improvement conversations and initiatives, resulting in accuracy and efficiency across frontline and clinic staff
• Document and implement process improvement activities and best practices
• Attend meetings and provide reporting as required Self Employed Owner/Operator
ecPaul Home
December 2020 to Present
• Own and operate LLC offering services for home cleaning, organization, staging and design
• Manage scheduling and project workload for 15 to 20 clients
• Regularly communicate with clients regarding satisfaction, adjust as necessary
• Complete project work on time or ahead of time, always meeting or exceeding expectations
• Manage business advertising
• Maintain inventory of supplies
• Handle all financial matters for the business, including pricing, insurance, service adjustments, etc.
• Adhere to covid cleanliness standards
Executive Agent Assistant
Gent Agency-North Liberty, IA
July 2020 to October 2020
• Built and maintained client loyalty and retention through proactive, exceptional customer service, including: client check ins after policy issue, account updates, (re)enrollment, resolution of questions and/or issues, claim submissions, status updates, and assistance with appeals
• Entered and maintained leads and client data in Client Relationship Management (CRM) database
• Developed new and streamlined existing processes, documenting and disseminating information across agencies to create consistency and efficiency
• Recommended and implemented innovative client correspondence solution, resulting in $200 savings/ month
• Created and managed process for new agent recruiting, onboarding, and training, resulting in agency growth and maturity
• Administered re-enrollment during annual open enrollment period for client base of over 3,000
• Obtained and retained State of Iowa Health Insurance license, successfully completed continuing education requirements
• Distributed electronic agency communication and reporting as needed
• Oversaw mail, fax, supplies, and building maintenance for all five agency locations Design Consultant
LaZBoy & Ethan Allen-Coralville, IA
September 2017 to January 2020
• Consulted with client in store and home to analyze and understand budget, goals and vision
• Analyzed client requests and ensured that functionality and flow were included in the design, suggested alternate finish and furnishing selections in order to accomplish best possible result
• Reviewed and measured space to be designed, created digital to-scale rendering with multiple layout options, recommend best selections, adjusted digital rendering with final selections to ensure fit and function, and ultimately guided clients through purchase process
• Collaborated with client, manufacturer and delivery teams to make any necessary changes or adjustments that arose during the project, communicated price and timeline adjustments that occurred as a result of the changes
• Communicated regularly throughout the design project, providing status updates from manufacturer and delivery teams, and assisting with questions and issues that arose
• Facilitated purchase appointments with excellent close rates and add-on purchases
• Attended delivery to ensure design was fully achieved to client's satisfaction
• Created templates for use by multiple designers and Ethan Allen stores, including project timeline template and communication templates, resulting in consistency and accuracy
• Discovered and documented process, software, and reporting errors and efficiency opportunities, and sent to Corporate IT for consideration and implementation
• Created and distributed portfolio and business plan to create and drive new business Business Application Analyst
GreatAmerica - IT Services
January 2016 to August 2017
• Performed traditional business analyst functions, including soliciting and documenting requirements from the business, creating mock-ups of new system design, presenting final documentation to key stakeholders, and ensuring the changes were fully understood by IT developers prior to implementation
• Created detailed test cases to validate the changes or additions to systems, including full regression testing as necessary
• Performed pre-business testing to ensure test cases passed before turning over to the customer for end-user testing
• Served as core member of team to implement ITSM practices that were supported by a brand new service delivery tool
• Communicated new standards to business and IT teams, created training material, and served as subject matter expert for the business to assist with troubleshooting and documenting system enhancements
• Gathered requirements for a complete redesign of the company cash management system, resulting in increased financial accuracy and system stability, procedural efficiencies and consistency, and reduced time to complete daily tasks
• Created user documentation, training materials, marketing emails, website content, and other material as required to be consumed by both the business and IT Senior Business Application Support Analyst
Transamerica - AGT
August 2013 to October 2015
• *Served as lead analyst on core Scrum team to implement enterprise request system using ITIL and best practices for the design, consolidation, optimization, automation, and seamless integration with other request systems
• Performed traditional analyst functions on core scrum team, including communication to business partners regarding project milestones and deliverables, customer feedback and design sessions, ongoing business analysis, testing, and customer training initiatives
• Managed vendor analysis and proofs of concept to evaluate a new enterprise service request system by leading workshops, providing business and system requirements, developing and executing test cases, documenting comprehensive tool evaluations, and providing a final recommendation to Senior Management
• Oversaw day-to-day support of current service request system and change management system by managing changes and incidents, testing, troubleshooting, and implementing system upgrades and enhancements
• Maintained and revised department intake and prioritization process to determine business value of each customer request and ensure timely delivery of the highest priorities, resulting in thousands of dollars in company savings
Senior Integration Management Coordinator
Transamerica - AGT
May 2012 to August 2013
• Managed the integration for Europe and Netherlands business units via intake process, overseeing software packaging and testing, directing technical business unit testing, tracking signoff, and deploying production hardware and software
• Organized enterprise-wide testing and deployment of patched Java product to mitigate a critical vulnerability and protect company information and assets
• Managed application production environment for ten Aegon international divisions by facilitating integration process for software (analysis, packaging, testing, deployment, and closure), proactively rationalizing and retiring software to comply with enterprise standards, and creating and maintaining disaster recovery builds
• Designed transition process for deployment management into Operations by initiating service request modifications, providing regular reporting, documenting and communicating changes, and facilitating meetings to refine process as we worked toward a more streamlined and efficient workflow that best utilized resources
• Implemented data analysis efficiencies utilizing features in Microsoft Excel, obtained pool of machines for performance of customer testing, and established framework for prioritization of tasks, resulting in reduction of ticket backlog, elimination of handoffs between teams, and more timely completion of requests
Service Coordinator
Transamerica - AGT
September 2010 to May 2012
• Provided quality service of new hire and transfer requests for business units by ensuring service level agreements were met, setting client expectations of service delivery, facilitating prioritization of tasks among service teams, engaging requestor to ensure quality and timely fulfillment, and troubleshooting issues for root cause and prevention of future issues
• Established baseline for service quality and customer satisfaction, and worked with service teams and business units as necessary to improve request fulfillment, systems, and processes
• Coordinated quarterly feedback meetings with IT department managers and business unit partners to ensure understanding of service commitments and responsibilities, identify areas for improvement and efficiency, and promote knowledge share across the business regarding best practices
• Provided accurate and relevant marketing and education in various media to set service expectations, promote service awareness, and advise of system or service modifications and enhancements
• Promoted recommendations regarding standard service request form design to increase reusability, customer-friendly interface and design, and to allow for ease of future automations Business Process Coordinator
Transamerica - IS&R
March 2010 to September 2010
• Collaborated with application and software management team to submit and approve software package requests, test, pilot, and deploy to production environment; identify and retire outdated software; define standard applications; retire and uninstall unapproved software, and apply updates to department software and BCP builds
• Coordinated PC lifecycle process and established divisional guidelines for hardware and software
• Performed project management functions for the XPSP3/O2K7 upgrade initiative, researched and gathered departmental requirements and dependencies, adjusted project plan, and reviewed processes for efficiencies, resulting in successful upgrade of ~1,600 machines ahead of schedule and in compliance with agreement
• Managed divisional license true up process for Microsoft and other products, validating licenses and working with IT department to un/install software to be in compliance with licensing agreement
• Administered SharePoint site collection with over twenty subsites, applied security, provided troubleshooting, created and administered training, and worked with IT department to implement upgrades to current technology
• Consolidated divisional Xerox hardware, resulting in five year/$500,000 savings and improved utilization
• Created standard documentation template, revised inventory of documents to conform to template, recommended appropriate technology for repository, configured and maintained system security
• Implemented system, user, and technical documentation and departmental process efficiencies and standards
Supervisor
Transamerica - IS&R
March 2007 to March 2010
• Managed staff of three administrative assistants by facilitating staff meetings and coaching sessions, mentoring and developing career paths, and preparing and delivering written reviews
• Implemented and oversaw divisional process to assist managers with obtaining the best contracting resources, organized and maintained appropriate legal documentation for contractors
• Prepared reporting provided to management to track staffing changes and employee productivity Technical Writer/Lead Technical Writer
Transamerica-Cedar Rapids, IA
May 2001 to March 2007
• Met with software experts to procure information necessary for documentation
• Learned new and complex technology quickly
• Created various forms of high-quality documentation, including: user guides, support manuals, administrator guides, training materials, web content, and more
• Tailored documentation to the intended audience, including the right level of technical or non-technical terminology
• Updated documentation regularly as new software versions were released, or as internal processes changed
• Created reusable templates and documentation standards Education
Bachelor of Arts in English obtained
University of Iowa-Iowa City, IA
1998 to 2002
Skills
• Requirements Gathering
• Agile
• Test Cases
• Technical writing
• Organizational skills
• Scrum
• Microsoft Powerpoint
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