Ilana Gutierrez Email & Phone Number

• Serve as the main contact for application specific training.• Organize all trainings and monitor progression and development of all customers.• Present functionality of software and provide continuous education with core team via onsite visits, webinars and telephone.• Understand hospital workflow to maximize MEDITECH's applications and make recommendations.• Develop training materials and procedures, and train users in proper use of hardware and software.• Provide training and mentorship to new hires.• Proactively track completion of implementation projects to ensure timely Go-LIVES.

Greater Boston Area

• Provided support for customers via multiple channels, including email, phone, and chat.• Assisted customers on license modifications and activation, assisting with online account creation and troubleshooting.• Delivered solutions by identifying problems, researching answers, and guiding users through corrective steps.• Resolved escalated complaints and answered questions regarding policies and procedures.

Newton, Massachusetts, United States

• Answered phone calls to record 20+ new bookings per shift and responded to service questions.• Managed calendars to arrange schedules and appointments.• Composed and posted online content on company website and social media accounts.• Prepped spa rooms for appointments and special events.• Assisted in resolving customer complaints and disputes..

Greater Boston Area

• Audited workplace, employee and management policies and procedures• Assisted with development, implementation and evaluation of incentive programs and special events• Assisted with execution of companywide milestones and events designed to engage employees• Developed a training program for new interns; including a new orientation handbook to ensure consistency

Greater Boston Area

• Reserved conference locations, arranged for refreshments and equipment for meetings• Collected data to prepare and draft settlement packages for 30 clients• Assisted with filing of court documents