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.

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