Experienced Training & Healthcare Support Professional

Mary R. Hatter

***** *. ****** *** **., Marana, AZ 85653

918-***-**** *********@*****.***

Professional Summary

Experienced, hard-working, and reliable professional with 20+ years in training delivery, content moderation, healthcare support, and customer service. Passionate about coaching and mentoring others to exceed goals, while fostering positive and productive work environments. Skilled at balancing independent tasks with collaborative teamwork, consistently recognized for adaptability, strong work ethic, and dedication to excellence. Seeking a long-term career path to grow roots and contribute lasting value. Core Skills

• Training & Coaching (classroom, virtual, and one-on-one)

• Online Content Moderation & Policy Compliance (virtual and on-site)

• Customer Service & Patient Support

• Sterile Processing & Healthcare Operations

• Workflow Improvement & Documentation

• Communication & Team Collaboration

• Reliability, Adaptability, and Strong Work Ethic Professional Experience

Learning Delivery Associate – Multiple Clients

Alorica, Inc. Tucson, AZ Mar 2025 – Present

• Review and moderate video, image, and text content to ensure compliance with community standards and regulations.

• Apply complex policies and escalate violations to maintain safe online environments.

• Conduct new hire training, refresher sessions, and certification programs.

• Coach employees individually to improve performance and meet quality benchmarks.

• Balance moderation duties with facilitation responsibilities, consistently meeting productivity and quality goals.

• Utility service requests including Reconnect, Disconnect & Transfer service requests

• Promoting self-service options and helping customers walk through FAQ’s

• Account balance inquiries, Payment arrangement requests, and High bill complaints

• Customer profile change requests including setting up budget and/or bank draft/auto pay for customers

Sterile Processing Technician

Tucson Medical Center Tucson, AZ Feb 2024 – Mar 2025

• Prepared and sterilized surgical instruments using steam and Sterrad methods.

• Developed and implemented SOPs to improve consistency and efficiency.

• Trained new employees on instrument handling, sterilization, and safety procedures.

• Assisted patients and families when needed, ensuring compassionate support. Achievements: Department awarded Quality Defender Award; received 3 peer- nominated awards for outstanding performance.

Learning Delivery Specialist – Online Content Moderation Alorica, Inc. Tulsa, OK January 2022 – Feb 2024

• Delivered classroom and one-on-one training for new hires.

• Conducted refresher and certification sessions to maintain compliance standards.

• Supported moderation teams by balancing facilitation with active content review.

• Collaborated with quality assurance teams to improve training effectiveness.

• Reviewed reported content for compliance with policies and community standards.

• Investigated and resolved account support and safety issues.

• Coordinated with supervisors to manage violations and improve content strategies. Patient Service Representative

Utica Park Clinic Owasso, OK Dec 2017 – Jan 2022

• Scheduled appointments, managed patient records, and processed insurance information.

• Collected payments and ensured accuracy in patient accounts.

• Supported physicians and medical staff in delivering efficient patient care.

• Trained new employees in administrative and customer service procedures. Administrative Assistant / Customer Support

Patchwork Pup, Inc. Claremore, OK Jan 2017 – Dec 2017

• Processed customer orders via email and phone; managed QuickBooks and Microsoft Office tasks.

• Operated embroidery machines and digitized designs.

• Prepared shipments and handled financial documentation. Achievements: Perfect Attendance throughout employment Instrument Tech / Central Processing Tech

Oklahoma Surgical Hospital Tulsa, OK Aug 2014 – Jan 2017

• Sterilized and prepared surgical instruments for multiple specialties.

• Maintained case carts and supported surgical teams.

• Trained new employees in sterile processing procedures. Achievements: Perfect Attendance (2015)

Vocational Education

Tulsa Technology Center Tulsa, OK May 1997

Certified Surgical Technologist Graduated with honors Tulsa Technology Center Tulsa, OK May 1996

Medical Office Assistant Graduated with honors

High School Diploma

East Central High School Tulsa, OK May 1996

Certifications & Licenses

• Valid Driver’s License

References

Available upon request

Contact this candidate