Technical Writer/Corporate Trainer/Business Analyst

LILLIE FORTENBERRY

**** ****** **** ****

Mesquite, Texas 75181

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

214-***-**** (home)

SUMMARY STATEMENT

My desire is to obtain a professional position where I can utilize my work experience, education and creative passion to accomplish company goals in the DFW area where I have relocated permanently.

PROFESSIONAL EXPERIENCE

• Fujitsu America, Richardson, Texas, 2007-2009

Case Manager (temporary assignment)

• Excellent customer service for Fujitusu technicians and field engineers by responding to their requests for equipment, open new cases, document cases, etc.

• Utilized a case management system to respond via telephone to customer requests for service.

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UNITED BEHAVIORAL HEALTHCARE, Dallas, Texas, 2006-2007

Quality Improvement Specialist

• Aggregated quarterly data to perform barrier analysis, determine the appropriate interventions and opportunities for improvement for increased performance.

• Audited monthly denial and appeals log to ensure the process is efficient and compliant with state mandated laws.

• Logged quarterly statistical data accurately on the data grid, indicator grid and prepared reports for committee decision making.

• Call Center auditing for compliance regulations.

OCHSNER CLINIC FOUNDATION, New Orleans, Louisiana, 2001-2005

Business Specialist

• Documented instructional material, policies and procedures using various software packages to ensure the final product appeared user friendly and thoroughly explained using adult learning processes and capturing screen flows using Snagit and Visio.

• Developed instructional material for staff training in PowerPoint presentations using animation and timeframes for classroom and online learning to ensure retention of HIPAA compliance, JACHO standards and state mandates. Utilized Dreamweaver, Photoshop, Framemaker, Flash and HTML software.

• Assigned website coordinator duties included creation, maintenance and training others on the Business Services’ intranet site.

• Documented policies and procedures for HIPAA compliance, state mandated regulations and JACHO standards.

• Scheduled meetings with department representatives, managers and directors to learn their job duties and documented formal policies, procedures and training modules to ensure the process was efficient, effective and consistent in all departments.

• Facilitated customer service training classes for new and seasoned employees.

NEW ORLEANS JOB CORPS CENTER, New Orleans, Louisiana. 1990-2001

Business Office Technology Instructor

• Taught typing, Microsoft Office (Excel, Word, PowerPoint, Access) Lotus, WordPerfect, Business English, interview preparation, bookkeeping, filing and resume writing to young adults for office employment.

• Networked with the business community to secure internships, temporary and permanent employment for our graduates.

• Organized center wide “dress for success” fashion shows to encourage professional growth and success on the job.

EDUCATION

Loyola University, New Orleans, Louisiana, 1978-1983

Graduated with a Bachelor’s of Science in Public Administration

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