Mike Coleman Email & Phone Number

California, United States

- Draft, write, review, and publish internal and external facing support documents (i.e. standard operating procedures, help center content, support resources aligned with Ramp product updates) - Develop and execute a comprehensive knowledge management strategy aligned with the company's goals and objectives- Identify and assess knowledge gaps within the.

- Recognized as a product expert and supporting partner for the CX team- Identifies pain point patterns and funnels them to cross-functional teams for resource development and agent training- Eliminates the need for escalations by taking ownership of supporting our team and investigating issues- Leads Support Office Hours and coaches team members on how to.

Remote

• Works directly with some of the fastest growing companies in the US
• Helps scale effectively by handling support requests over phone and email
• Helps maintain an industry leading satisfaction rate with customers
• Contributes to giving critical feedback for improving product, providing insight for the whole team
• Utilizes critical thinking skills to diagnose potentially complex problems using tooling or engineering support to resolve
• Works directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid customers

San Francisco, California, United States

• Provides clerical support to the nursing unit, including communication of authorized physician’s orders to ancillary departments, maintenance of patients, medical records, and operation of automated data entry systems.
• Works closely with other members of the nursing team to assure that physician’s orders are transmitted promptly and efficiently and that necessary supplies are available when needed.
• Performs of receptionist duties in service of patients, family members and visitors to the unit.

Remote

• Testing Web and Mobile (iOS, Android) applications
• Tracking and reporting issues with Jira
• Developing, maintaining and executing test cases using TestRail
• Performing Black-box, smoke, functional, UI and regression testing
• Responsible for compatibility testing on a variety of platforms and devices
• Participating in daily stand-ups and sprint planning

Seattle, Washington, United States

• Handled 50 calls on average in specialized clinics such as gastroenterology, nephrology, biochemical genetics, and dialysis.
• Trained new scheduling coordinators on how to find solutions to barriers preventing families from getting appointments.
• Utilized epic and cerner to find available appointments conducive to the schedules of both families and providers.

Camp Murray, Washington, United States

• Prepared, cooked, and served meals for the sustainment of my unit.
• Assisted in the evaluation of the fitness of military personnel.
• Coordinated events and activities like 5ks and volleyball tournaments to boost morale.