Ebony Richardson's Location
Faulkner, Maryland, United States, United States
Ebony Richardson's Contact Details
Ebony Richardson work email
- Valid
- Valid
Ebony Richardson personal email
n/a
Ebony Richardson phone numbers
About Ebony Richardson
Ebony Richardson is a Manager at Cognosante at Cognosante. She possess expertise in customer service, management, coaching, microsoft office, computer proficiency and 7 more skills.
Ebony Richardson Work Experience Details
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ManagerCognosante Oct 2023 - PresentFalls Church, Va, UsManaging a comprehensive team of highly-skilled remote analysts and leads supporting all aspects of communications and analysis within the program, including complex case analysis and issue resolution via phone and emailEnsuring operational goals and service-level agreements are met by providing direction as needed and responding to escalated inquiriesDriving continuous process improvement, developing employees, and identifying new ways to support the client's mission -
Senior Technical WriterCognosante Apr 2022 - Oct 2023Falls Church, Va, Us• Supporting customer-facing initiatives by producing and editing written materials with a focus on comprehensibility, Section 508 compliance, and overall reader experience• Coaching and developing the team of technical writers on the CCIIO Enrollment Resolution and Reconciliation, Form 1095-A Data Reporting (ER&R/1095-A) project• Analyzing complex concepts to provide advanced editing support to internal and external stakeholders• Contributing to the creation and maintenance of business writing and quality resources for the project, such as trainings, templates, and style guides
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Lead Technical WriterCognosante Mar 2020 - Apr 2022Falls Church, Va, Us• Leading the team of technical writers supporting the project• Identifying and remediating deficiencies and dysfunctionality in existing technical writing/editing processes• Leading and participating in deliverable reviews with the internal teams and customer, ensuring that feedback is tracked and incorporated• Developing or contributing to approved templates and style guides for the project
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Technical EditorCognosante Mar 2017 - Mar 2020Falls Church, Va, Us•Reviewed technical and non-technical work products and deliverables to identify and correct formatting, spelling, and grammatical defects•Worked with operations and other teams to develop, deploy, and update process documentation appropriately•Solicited information from technical and business SMEs and/or transformed technical information provided by SMEs into properly constructed and formatted Word or PowerPoint deliverables compliant with company and customer guidelines•Developed high-quality technical and business documentation appropriate for its intended audience•Led/participated in deliverable reviews with the internal teams and/or customers and tracked and incorporated feedback into the deliverables•Tracked and managed development of deliverables to meet all internal and external deadlines and due dates•Used and helped improve approved templates and style guides
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Helpdesk Operations ManagerCognosante Jan 2016 - Mar 2017Falls Church, Va, Us• Managed all day to day operations of the Exchange Operations Support Center (XOSC) program• Provided leadership of contact center Supervisors to establish and implement performance metrics, team and operational goals, and process improvements• Monitored and allocated resources as necessary to meet or exceed contractual requirements for servicing inbound call and email volumes• Coordinated schedules for frontline employees across three locations to optimize staff availability during peak hours and surge periods• Maintained open communication with external points of contact on issues affecting contractor performance, workload, etc.
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Helpdesk SupervisorCognosante Nov 2014 - Jan 2016Falls Church, Va, Us• Provided oversight of a contact center team for the Exchange Operations Support Center (XOSC) in support of state and federal implementations of health insurance exchange systems• Offered guidance and coaching to call center representatives to ensure established standards and service level agreements were met or exceeded• Participated in and facilitated meetings, presentations, and training to stay abreast of changes or communicate pertinent information to stakeholders• Conducted Human Resources functions to include interviewing, onboarding, and policy development• Maintained a working knowledge of all services and systems in order to assist with escalated inquiries
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Tier Ii Customer Service RepresentativeCognosante Oct 2013 - Oct 2014Falls Church, Va, Us• Provided application support to insurance agents, healthcare providers, and government officials for seventeen web-based systems associated with the Affordable Care Act• Utilized BMC Remedy Incident Management to track and resolve inquiries received via telephone in a timely manner• Trained groups of 4 to 10 newly-hired Tier One representatives and offered individual mentoring for further support, as needed
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Teller IiOld Line Bank Jan 2009 - Oct 2013• Processed customer deposits, withdrawals, transfers, payments, and check-cashing with an outstanding rate of accuracy• Prepared daily branch settlement reports for automated teller machine, coin counter, and bank vault• Sold official instruments such as cashier's checks and money orders
Ebony Richardson Skills
Customer Service
Management
Coaching
Microsoft Office
Computer Proficiency
Team Building
Team Leadership
Soft Skills
Staff Development
Application Support
Typing
Hiring
Ebony Richardson Education Details
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Itt Technical Institute-SpringfieldNetwork Systems Administration
Frequently Asked Questions about Ebony Richardson
What company does Ebony Richardson work for?
Ebony Richardson works for Cognosante
What is Ebony Richardson's role at the current company?
Ebony Richardson's current role is Manager at Cognosante.
What is Ebony Richardson's email address?
Ebony Richardson's email address is eb****@****nte.com
What is Ebony Richardson's direct phone number?
Ebony Richardson's direct phone number is +148048*****
What schools did Ebony Richardson attend?
Ebony Richardson attended Itt Technical Institute-Springfield.
What skills is Ebony Richardson known for?
Ebony Richardson has skills like Customer Service, Management, Coaching, Microsoft Office, Computer Proficiency, Team Building, Team Leadership, Soft Skills, Staff Development, Application Support, Typing, Hiring.
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