I am passionate about providing exceptional support to my community in a dynamic customer service environment. At Mercy’s Clinic Patient Access Center, I am part of one of the fastest-growing contact centers in the country, helping patients navigate their healthcare journeys with professionalism, courtesy, and compassion.As a Patient Service Agent, I specialize in:* Scheduling patient appointments with efficiency and accuracy.* Managing patient messages and inquiries with exceptional customer service and telephone etiquette.* Providing general information about Mercy Clinics to ensure a seamless patient experience.With a strong foundation in data entry, multitasking, and a compassionate attitude, I am proud to contribute to a team dedicated to making a difference in healthcare.

As a Security Officer, I ensure the safety and security of the building, its occupants, and assets through proactive patrols, surveillance monitoring, and prompt response to alarms or suspicious activity. I manage access control, secure entry points, and monitor server rooms for temperature alerts, promptly contacting the appropriate personnel when issues arise. Committed to life safety, I identify hazards, assist during emergencies, support evacuation procedures, and maintain detailed incident reports, all while working diligently to create a secure environment.

In my role within the Security Technical Support (STS) department, I developed decision-based troubleshooting guidance for security systems and cameras using Yonyx, increasing first-call resolutions by 20%. Additionally, I served as the Yonyx Administrator, providing critical support across various departments.My work also included enhancing documentation aesthetics by applying design principles and extensive editing expertise, ensuring that all materials were both visually appealing and highly functional. This involved streamlining the creation of process and instructional materials by leveraging Microsoft Office tools to enhance efficiency. I collaborated closely with Subject Matter Experts from multiple departments to compile and refine troubleshooting, instructional, and process documentation, which contributed to the overall quality and effectiveness of our resources.Demonstrating strong communication skills, I fostered a positive and collaborative work environment, which was crucial in maintaining effective interactions with front-line team members. This communication was key to consistently improving the precision and excellence of our support resources. Furthermore, I developed and managed SharePoint sites for various departments, facilitating better organization and accessibility of information.

I created comprehensive and aesthetically pleasing process and instructional materials for Field Services (Technicians) and other departments using Microsoft Office. This work was instrumental in improving the clarity and usability of our training resources.In addition to this, I achieved top performance in Technical Training by leading the document creation for the company's knowledge base through Lessonly. My efforts in this area contributed significantly to the enhancement of our training programs.I developed decision-based troubleshooting guidance for security systems and cameras in the Security Technical Support (STS) department, as well as for secure broadband and voice services in the Network Operating Center (NOC). This guidance was crucial for ensuring efficient and effective problem resolution.My responsibilities also included overseeing administration duties for multiple applications, including Yonyx, LivePerson, SharePoint, and OpenEye. This role required a high level of organization and technical proficiency.Collaboration with Subject Matter Experts across various departments was a key part of my role. Together, we created detailed and effective training materials that improved the overall quality of our documentation.I also developed and managed SharePoint sites for various departments, facilitating better organization and accessibility of information. Throughout my work, I demonstrated excellent communication skills, which were essential in fostering a positive and collaborative work environment.

I created instructional material for technicians to effectively utilize devices from our new partner, OpenEye. This involved developing clear and concise documents that enabled technicians to quickly familiarize themselves with the new technology and integrate it into their workflows.In addition to this, I assisted multiple departments in creating and reviewing technical documents using Microsoft Office. My role included ensuring that all documents were accurate, well-organized, and met the highest standards of quality.Collaboration was a key aspect of my responsibilities; I gathered and addressed input, feedback, and questions from technicians to refine and enhance our documentation. This collaborative approach ensured that our materials were practical and addressed the real-world needs of our users.I also effectively oversaw administration duties for several applications, including Yonyx, LivePerson, SharePoint, and OpenEye. This role involved managing user setup and providing ongoing support to ensure smooth operation and optimal use of these tools.Furthermore, I developed and implemented a centralized SharePoint site for documentation and media. This site supported both Salesforce and Oracle systems across various departments, improving the organization and accessibility of our resources.Additionally, I created a comprehensive training and process document for Oracle, providing detailed guidance that facilitated efficient use and management of the system.Throughout these tasks, I demonstrated excellent communication skills, fostering a positive and collaborative work environment that contributed to the success of our projects and the overall efficiency of our team.

I have accumulated thousands of hours of technical writing expertise at Yonyx, creating decision-based troubleshooting methods for the Network Operating Center. My work covers network, broadband, security, and digital voice aspects, and is known for meticulous document editing and cleanup, ensuring clarity and accuracy in all technical documentation.I employ design elements and create or modify images and diagrams of network equipment to enhance the comprehensibility of technical documents. My excellent communication skills have consistently fostered a positive and collaborative work environment, enabling effective teamwork and knowledge sharing.I have assisted personnel at all levels with setting up and integrating into the help desk, ensuring they are well-prepared to handle their responsibilities. Utilizing Excel and CRM, I gather information necessary for reporting, providing valuable insights and data analysis.My role has also involved acquiring knowledge of various applications and programs supported by the help desk, enabling me to assist when required. Collaborating with Subject Matter Experts, I work to understand requirements and document previously undocumented processes, ensuring comprehensive and accessible technical resources.

I developed and curated a variety of documents to support our team, ensuring they were visually appealing and technically accurate. This involved integrating design elements and technical drawings to enhance the quality and usability of the materials.To improve customer communication, I established a streamlined process to notify our customers about scheduled maintenance on their accounts. This proactive approach helped to minimize disruptions and maintain customer satisfaction.I regularly pulled and audited data from Dynamics CRM, ensuring its accuracy and reliability. Using this data, I created comprehensive reports in Excel, which were used to inform our customers and guide decision-making processes.I worked closely with Subject Matter Experts and Managers to gather the necessary knowledge to document processes that had not been previously recorded. This collaboration ensured that all procedures were accurately captured and easily accessible for future reference.My strong electronic writing skills and adherence to proper etiquette allowed me to effectively communicate with both internal team members and external customers. This ensured clarity and professionalism in all interactions.I offered support to Help Desk personnel whenever needed, assisting with new hire setup and first-day training. Additionally, I helped agents gain access to necessary troubleshooting tools, ensuring they were well-equipped to handle their tasks.I conducted data gathering and analysis in our CRM system, created tailored Views and Dashboards for customer-dedicated teams, and used Excel to process and analyze data. I regularly audited this data for accuracy, generating comprehensive reports that informed customers and guided decision-making processes.

I worked in a dual role, training new hires and creating technical documentation for the help desk. My responsibilities included onboarding, training, and supervising new Technical Analysts, as well as providing advanced training for Senior Analysts. I assisted help desk members with troubleshooting common computer issues and setting up computers, and supported agents in gaining access to troubleshooting tools and work interfaces. My strong human networking skills and application of the Human-Business model were instrumental in resolving challenges and conflicts.I designed instructional processes, documents, and materials, and managed the maintenance of the department’s training resources. Additionally, I created and maintained the knowledge base, leveraging my excellent electronic writing and communication skills to ensure clarity and understanding for both internal employees and external customers.

Operated in a PCI-Compliant, UL-Approved, 5-Diamond CSAA Certified Secure Operations Center, addressing tier 1 and 2 issues for the support desk and working with escalated cases to restore site connectivity. As a Dedicated Liaison for Yum! Brands, I handled escalations, provided status updates, and facilitated process improvements to enhance customer service.I managed physical and virtual inventories, coordinated equipment setup for installations and service dispatches, and oversaw mass outages, including postmortem reporting and communication with carriers for repair updates. My role also involved performing payroll duties and supporting Technical Analysts with troubleshooting.In a professional writing capacity, I was instrumental in creating the department's homepage, processes, and troubleshooting documentation. I developed tools, training, and reference materials, and coordinated the setup and training of new Technical Analysts, ensuring they had access to the necessary resources.

Prepared operators for their roles as alarm monitors in our Five Diamond Secure Operation Center. Worked with trainees in the classroom, in the SOC, and one-on-one. Developed the training program for new alarm operators from 2004 to 2007; this material is still in use today to train new employees. Supported other trainers within the SOC and performed all reporting and quality assurance for training within the SOC.Developed most of the documentation for Secure Operations, including instructional guides for new hires. Wrote, designed, and maintained the Standard Operating Procedures, becoming the go-to person for procedures within Secure Operations. Recognized by Interface as Employee of the Year for my training and writing efforts, I received an in-position promotion to a supervisory level.As a supervisor, I managed new employees and stood in for other supervisors during their absence. Supported management, supervisors, and trainers. Additionally, I performed as an Assistant Supervisor for several months while a replacement was in training.

A Loan Documentation Specialist is responsible for preparing, reviewing, and finalizing all necessary documents related to the closing of loans. This involves ensuring that all required paperwork is accurate, complete, and compliant with regulatory and lender requirements. They coordinate with various parties, such as loan officers, underwriters, and attorneys, to gather necessary information and resolve any issues that may arise during the closing process. This role requires meticulous attention to detail and a deep understanding of loan products, as even small errors can lead to significant delays or legal complications.In addition to handling the loan documents themselves, a Loan Documentation Specialist often creates reference tools and guides for fellow coworkers. These tools may include checklists, templates, and instructional guides designed to streamline the closing process and ensure consistency across the team. By providing these resources, the specialist helps improve efficiency, reduce errors, and support their colleagues in handling complex or unique loan scenarios. This aspect of the role is crucial in fostering a collaborative work environment and maintaining high standards of accuracy and compliance.

I provided classroom setup, onsite instruction, training administration, and traveled to different cities helping SSA offices switch from mainframes to PC computers. I set up classrooms at libraries and provided classroom instruction at CompUSA in their computer labs and the field, traveling to various locations set up for training. This included a special project at the St. Louis City Libraries, where I taught computer and software skills to the elderly and the general public. I also conducted on-site training at business locations, which involved travel, and assisted customers over the phone.The classes I taught included Microsoft Office 97, 2000, XP, and 2003; Microsoft Windows 95, 98, Millennium, and XP; and introductory courses on computers and the Internet.