Jessy Reed Email & Phone Number

United States

United States

● Managed company intranet website maintenance and internal process, procedure, policy, and how-to guide documentation, involving HTML-based webpage creation and editing. Collaborated with management and subject matter experts (SMEs) across all teams within the organization to conduct annual content reviews, updates, version control, and archiving of all 200+ documents to ensure accuracy and relevancy.● Successfully delivered on numerous time-sensitive projects, including training video and content creation (including scriptwriting, screen recording, and voiceover recording), XML template maintenance for routine customer correspondence, content migration, and change management initiatives.● Worked closely with Executives, Software Engineering, and Business Analysts to document and communicate crucial system changes to the company, including routine participation in IT sprint meetings to stay current on all upcoming changes and expected impacts company-wide.● Owned a wide range of diverse tasks, including the analysis and coding of customer survey data, support in User Acceptance Testing (UAT), proofreading and transcribing, and the creation and maintenance of various spreadsheets and PDF form-fill documents.● Assisted the IT teams with various projects, such as message labeling to assist with AI machine learning and creating and managing searchable knowledge base articles in SolarWinds.

United States

● Managed company intranet website maintenance and internal process, procedure, policy, and how-to guide documentation, involving HTML-based webpage creation and editing. Collaborated with management and subject matter experts (SMEs) across all teams within the organization to conduct annual content reviews, updates, version control, and archiving of all 200+ documents to ensure accuracy and relevancy.● Successfully delivered on numerous time-sensitive projects, including training video and content creation (including scriptwriting, screen recording, and voiceover recording), XML template maintenance for routine customer correspondence, content migration, and change management initiatives.● Worked closely with Executives, Software Engineering, and Business Analysts to document and communicate crucial system changes to the company, including routine participation in IT sprint meetings to stay current on all upcoming changes and expected impacts company-wide.● Owned a wide range of diverse tasks, including the analysis and coding of customer survey data, support in User Acceptance Testing (UAT), proofreading and transcribing, and the creation and maintenance of various spreadsheets and PDF form-fill documents.● Assisted the IT teams with various projects, such as message labeling to assist with AI machine learning and creating and managing searchable knowledge base articles in SolarWinds.

Rancho Cordova, Ca

● Worked within an internal technical call center environment leveraging a JIRA ticketing system, specializing in standard break/fix troubleshooting for Windows 10 PC software, hardware, and peripheral issues reported through phone or email channels. Demonstrated a commitment to delivering excellent customer service to internal employees seeking technical assistance.● Played a key role in outage coordination and applied technical writing expertise in a redesign project to update and standardize the service desk’s internal documentation and knowledge base in Confluence.● Surpassed support metrics and expectations via inbound support calls and e-mails, and oversaw the main pipeline for troubleshooting tickets, resulting in a zero ticket sum at the end of each work day.

Folsom, California

Please see the Operations Associate information for the same role above.

El Dorado Hills, California

● Experienced auditor with a track record of consistently delivering exceptional results, maintaining a 99% quality standard in a high-stakes environment where precision, keen attention to detail, and analytical prowess were critical. Demonstrated an ability to navigate complex audit processes with a minimal margin for error.● Performed daily audits on internal data processing, ensuring accuracy of live member data and adherence to established guidelines in efforts to maintain a positive customer experience. Provided feedback on all errors to member level processors and leads, initiating and verifying the correction process was completed accurately.● Led multiple projects and assisted with Lead responsibilities, including training coworkers on new initiatives and improving efficiency, daily reports to analyze data integrity issues, error rebuttals, and managing the metrics, attendance, and timesheets for 15+ contingent staff.

El Dorado Hills, California

I worked in the auditor position as a contractor for eight months prior to being interviewed and selected for the role as an FTE (see above information).

Rancho Cordova, Ca

Following the Health Net Tricare guidelines, process data entry of healthcare referrals and authorizations for US military beneficiaries. Requires knowledge of healthcare plans, attention to detail, HIPAA compliance, researching capabilities, prioritization of time, commitment to accuracy, and meeting and exceeding production standards. Have also received multiple rewards for achieving top production numbers in the department, and completed an NAC government security clearance due to the sensitivity of information.

El Dorado Hills, California

Assisted Blue Shield members by explaining benefits and eligibility information, interpreted and clarified claims information, requesting changes as needed based on health plan guidelines, and provided quality customer service. Some experience with manually adjusting claims.

Aa & Aas, Network Security (It), 4.0

Dean's List, graduated with 4.0 GPA and honors. Received both an Associate's of Arts and an Associate's of Applied Science.

High School, Science, General Education, 3.8

Activities and Societies: Participated in and helped establish a recycling committeeAttended and completed the Science Magnet diploma.