• Lead trainer for semiannual upgrades to the Epic application ensuring users were notified of updates to their workflows• Managed Epic Learning Library website as Administrator utilizing Mura, SharePoint and WordPress• Devised and implemented nurse training program with Project Nightingale and Project Scarecrow to accommodate influx of travel nurses during Covid to meet risk management standards for patient care• Responsible for coordination and performance of analysis design development testing validation and implementation of EMR screens used by clinicians performing and documenting patient care activities leveraging system functionality to support clinical process and organizational goals.• Communicated in depth knowledge of current workflows that are supported by the existing clinical system and determine how best to maximize functionality to complement and improve the workflows.• Delivers ongoing support of the EMR system and the end-users by responding to the ITSM ticketing system.• Led teams through root cause solution exercises aimed at process and quality improvement of complex procedural and operational issues• Formulates and defines system scope and objectives through research and fact-finding to develop or modify moderately complex information systems.• Actively participated in principal trainer recruitment interviews• Created, implemented and managed a dashboard to organize team projects in order to maintain a workload balance in order to consistently meet deadlines

• Directly supported Administrators of Data Analytics & Business Enterprise Systems for Medical Center and School of Medicine• Coordinated events, managed budget of four cost centers, employee on-boarding, procurement and communication management• Resolved non-technical issues using support documentation and training.• Prioritized needs and delegated assignments to simultaneously handle multiple projects.• Managed building, equipment and rooms ensuring they were properly maintained by working with Facilities Management• Allocated resources and materials to respective departments to accommodate needs.• Introduced change improvement plans to achieve goals, methodologies and initiatives.• Managed time and attendance logs in preparation for payroll as departmental timekeeper.

•Supported website maintenance, inventory and technology, organizational policies and procedures, personnel documentation and exam proctoring•Maintained and nurtured relationships health system wide increasing departmental collaboration•Organized training, client meetings, team meetings and events, including Pharmacy Week which involved community outreach.•Coordinated travel arrangements, prepared and filed travel receipts for reimbursements for leadership and residents•Monitored budgets for four cost centers alerting administration of any identified issues •Maintained repository of inventory receipts as regulated by law for all pharmaceutical suppliers•Generated status reports for senior management activities critical to meeting project and departmental goals.•Coordinated team building initiatives and overall support for maintenance of organizational culture and employee morale.•Developed an efficient managing system for entire Pharmacy Department including competencies and licenses for pharmacist and pharmacy technicians•Managed time and attendance logs in preparation for payroll as departmental timekeeper

• Collaborated with physicians, students and technicians to ensure the processes/workflow efficiently met all departmental goals• Managed a four–six-month training program for new employees meeting health system standards• Supervised interdepartmental problem desk ensuring all issues were resolved in a timely manner• Protected patient information by adhering to strict confidentiality standards.• Identified opportunities for process and efficiency improvements.• Maintained a million-dollar Tecan machine ensuring specimens were centrifuged for laboratory tests

• Helped customers find specific products, answered questions and offered product advice.• Answered incoming telephone calls to provide store, products and services information.• Created social media strategies to increase sales and brand awareness across multiple platforms.• Placed prices and descriptive signage to enhance displays and promote items.• Taught sales staff to properly coordinate jewelry and counter displays to maximize promotional effectiveness.• Used historical and current business data to determine key buying trends and items.• Managed cash, check and credit card payments.

Managed daily calendars and travel arrangements for 12 senior managersTracked and submitted employee payroll and filed receipts for reimbursementsManaged inventory levels of office supply products.Produced and distributed memos, newsletters and other forms of communication.Generated status reports for senior management activities critical to meeting project and departmental goals.Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale.Prepared agendas and took notes at meetings to archive proceedings.

• Performed customer negotiations to reach fair conclusion for both business and customer.• Analyzed customer feedback and developed new techniques to ensure customer retention.• Compiled all calls and interactions into computer data system.• Created and implemented retention solution strategies to keep clients satisfied to maintain optimum QA scores.• Conducted detailed analysis and research of customer retention issues to facilitate timely and successful resolutions.• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.• Determined call drivers in order to quickly resolve complex customer issues• Consistently earned commissioned sales totaling $20,000 a year utilizing customer saving techniques

Established positive rapport with customers, managers and customer service team of 12 members tomaintain positive and successful work environmentDetermined call drivers in order to quickly resolve customer issuesMaintained knowledge of company products and services to promptly resolve complaints and concernsAssisted staff with resolving complex customer issues and implementing targeted solutionsAnswered phone calls and responded to questions and concerns during the 9/11 tragedyTrained new staff members on customer service protocols