Patti Ritz Email & Phone Number

Tucson, Arizona

Risk Project (2014 – Present) Interface with merchants via mostly outbound calls for the purpose of resolving requests. Listen attentively to merchant needs and concerns; demonstrate empathy. Clarify our requirements to the merchant; probe for and confirm understanding of requirements. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of merchant requests for information. Contribute ideas on ways to resolve problems to better serve the… Show more Risk Project (2014 – Present) Interface with merchants via mostly outbound calls for the purpose of resolving requests. Listen attentively to merchant needs and concerns; demonstrate empathy. Clarify our requirements to the merchant; probe for and confirm understanding of requirements. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of merchant requests for information. Contribute ideas on ways to resolve problems to better serve the merchant and/or improve productivity. Created reports that assist with call handling, knowing which merchants to call and team progress on daily metrics. Created reports for my Team Leader for various metric measurements such as agent productivity and checkpoint reports to measure if agents are meeting daily goals. Developed spreadsheets for reporting monthly, quarterly and yearly metrics for my Team Leader to assist him in accurate reporting. SME – OTHD (2013 – 2014) Offer solutions to issues that are often non-standard/non-routine and require some clarification. Solve problems that are often unstructured and that may require reliance on conceptual thinking. Work with agents on Software Installation calls where if anything can go wrong it will go wrong and work until issue resolved or escalate to next level. Answer questions and be Subject Matter Expert on the all supported products. Manage expectations and be courteous and professional in all situations. – Agent – OTHD (2012 – 2013) Work with merchants on access to the website, assisting with logging in, password resets, setting up access following all verification protocols for security. Assist merchants with installation of software and give instructions as to usage. Contact SME when questions arise that are not easily solved. Work with SMEs and escalate when necessary, managing the expectations of the merchants when one call resolution is not achieved. Received over 300 Pats on the Back my first year as agent. Show less

Santa Barbara, California

Acquired and utilized knowledge of medical and legal transcription guidelines and practices. Skills included excellent written and oral communication, English usage, grammar, punctuation, and style according to legal Court requirements. Able to understand diverse accents and dialects as well as varying dictation styles. Operated designated word processing, dictation, and transcription equipment, and other equipment as specified. Transcribed highly confidential and critical information under… Show more Acquired and utilized knowledge of medical and legal transcription guidelines and practices. Skills included excellent written and oral communication, English usage, grammar, punctuation, and style according to legal Court requirements. Able to understand diverse accents and dialects as well as varying dictation styles. Operated designated word processing, dictation, and transcription equipment, and other equipment as specified. Transcribed highly confidential and critical information under pressure within time constraints. Finalized letters and legal documentation for attorney signature and court submittal. Prepared outgoing mail and calculated postage. Legal documents prepared include Answers to Complaints, Special and General Form Interrogatories, Subpoenas, Motions, Case Management Conference Statements, Deposition Summaries and Medical Record Summaries. Show less

Tucson, Arizona

Provided prompt and courteous customer service at all times. Handled all types of store transactions for products and services. Began training as Lead Customer Service Representative involving the taking of inventory, checking in vendors and validating items received against items ordered. Keep product stocked and rotated, monitor store so that customers are always greeted and helped as needed. Work all shifts and times, on call as needed and rotated to other stores as necessary.

Atlanta, Georgia

• Created new processes and solutions for a telecommunications company that enabled them to be more productive and accurate.• Analyzed and documented existing processes and solutions to make them more robust and user friendly.• Scheduled jobs and reports to run at the optimal time for the systems involved.• Modified applications so that they run in a more timely fashion and completed with accurate results when the users required them.

Investigated problems and worked with diverse teams to determine root causes; assisted with determining short, mid and long-term solutions for high impact production issues.• Created and maintained over 30 different reports to establish trends in workflow and throughput for Team Leads and Managers.• Created metrics reports using Business Objects XI and Crystal Reports XI, which reflect Mean Time to Respond, Mean Time to Resolve and other criteria for upper level management.•… Show more Investigated problems and worked with diverse teams to determine root causes; assisted with determining short, mid and long-term solutions for high impact production issues.• Created and maintained over 30 different reports to establish trends in workflow and throughput for Team Leads and Managers.• Created metrics reports using Business Objects XI and Crystal Reports XI, which reflect Mean Time to Respond, Mean Time to Resolve and other criteria for upper level management.• Analyzed data trends and made recommendations to management on areas of improvement and areas of success• Assisted teams with root cause analysis and assisted with development and implementation of solutions for prevention of problems that caused outages and production disruption. Show less

Troubleshot and monitored all critical production systems in a fast paced 24/7 environment.• Supervised the Tier II Production Engineers, which troubleshot and monitored critical production systems.• Troubleshot, monitored and maintained production systems including databases (Oracle and SqlServer), production servers (Windows and UNIX), batch processes (UNIX shell scripting and Windows Shell scripting), ETL processes (Informatica), production schedules and jobs (Tidal Job… Show more Troubleshot and monitored all critical production systems in a fast paced 24/7 environment.• Supervised the Tier II Production Engineers, which troubleshot and monitored critical production systems.• Troubleshot, monitored and maintained production systems including databases (Oracle and SqlServer), production servers (Windows and UNIX), batch processes (UNIX shell scripting and Windows Shell scripting), ETL processes (Informatica), production schedules and jobs (Tidal Job Scheduler) achieving 90% or better on all production loads’ SLAs.• Managed the Tier II team’s performance and provided coaching, leadership and skill development training to the Tier II team.• Created and kept current the training plan for new Tier II employees to get them up to speed quickly in this fast-paced environment.• Established and used quality controls so that delivery was consistent and that all SLAs were within target.• Conducted root cause analysis and ensured that all Production Control Group standards were met or exceeded.• Worked closely with the Production Interface Team and the Production Control Supervisor to assist with the daily operations of the production environment.• Analyzed documentation for all change requests for clarity, functionality, and successful migration of processes from development/quality assurance to production. Show less

Atlanta, Georgia

Did extensive work and support of application life cycle including data flow to and from the various financial and reporting systems.• Designed, developed, created, maintained and supported mission-critical financial systems using Visual Basic 6, PL/SQL and Active Server Pages in a worldwide environment. • Conceived, designed, created, tested, and put into production a security application in VB 6 which allowed the resetting of Oracle database user’s passwords using a highly complex… Show more Did extensive work and support of application life cycle including data flow to and from the various financial and reporting systems.• Designed, developed, created, maintained and supported mission-critical financial systems using Visual Basic 6, PL/SQL and Active Server Pages in a worldwide environment. • Conceived, designed, created, tested, and put into production a security application in VB 6 which allowed the resetting of Oracle database user’s passwords using a highly complex algorithm for password creation and utilizing the email system for delivery.• Designed the initial technical documentation for use cases and test scenarios and scripts which were used as a model for other technical documentation throughout the company.• Prioritized tasks and issues; reviewed prioritized list with management and other team leads as needed.• Set work estimates and man-hour projections for project work and recognized critical deadlines.• Able to take high-level conceptual design specifications and business requirements and independently produce program level designs and detailed tasks, which withstood critical examination.• Anticipated and resolved issues/problems without assistance 95% of the time and identified root cause of the issue/problem within 24 hours.• Supported work flow applications such as the in-house Pricing Authorization Tool which used Lotus Notes Designer.• Created, modified and monitored UNIX batch processes and scheduling of jobs in Tivoli’s Workload Scheduler.• Developed all code for production efficiency, have a thorough knowledge of the system and be aware of the impact of all proposed changes to all systems and subsystems. Show less

Marietta, Georgia

Managed an Alpha and Beta Testing Environment, evaluated software for usability in a production environment, and provided general support.• Evaluated engineering team requirements and made recommendations on future hardware and software needs.• Established requirements for Integration Center Laboratory and oversaw construction and installation of equipment to support software design.• Installed and debugged the beta version of PM/SAP Bridge application.• Wrote and debugged… Show more Managed an Alpha and Beta Testing Environment, evaluated software for usability in a production environment, and provided general support.• Evaluated engineering team requirements and made recommendations on future hardware and software needs.• Established requirements for Integration Center Laboratory and oversaw construction and installation of equipment to support software design.• Installed and debugged the beta version of PM/SAP Bridge application.• Wrote and debugged code for customization of Metaphase in our environment.• Studied the ARIS process re-engineering metrics algorithm and verified its accuracy.• Provided general support for team computing test environment, computing and asset management.• Established security protocols, disaster recovery plans, and Windows NT 4 System Administration.• Assisted team with application software and hardware desktop support for PCs and laptops. Show less

Marietta, Georgia

Designed and established the Product Definition Initiative (PDI) intranet web site.• Created specifications and documentation to meet customer requirements and establish work priorities.• Worked on technical documentation for the PDI ARIS User’s Guide.• Developed proficiency in HTML and JavaScript as well as Active Server Pages. Duties included responsibility for engineering archives, project tracking and scheduling.• Created presentations on project status for management… Show more Designed and established the Product Definition Initiative (PDI) intranet web site.• Created specifications and documentation to meet customer requirements and establish work priorities.• Worked on technical documentation for the PDI ARIS User’s Guide.• Developed proficiency in HTML and JavaScript as well as Active Server Pages. Duties included responsibility for engineering archives, project tracking and scheduling.• Created presentations on project status for management review. Show less