Jennifer
San Jose, California, United StatesNationality United States
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Work experience
Technical Support Customer Service Rep
Bizmatics Inc2011.09-Current(14 years)In my current role, I am responsible for project management, the transition of clients, working with engineering, accounting, export team and the compliance office to exit clients data off Bizmatics cloud serversTake first level technical support calls and resolve 90% of the incoming issues. Train new employees on the Prognocis/EHR and prepare them to start taking calls. Monitor the 8x8 virtual phone system and track client complaints. Assist accounting office with lab interface quotesTechnical Support Specialist
Bizmatics2011.09-Current(14 years)•Resolve all first level technical support issues involving Prognocis EMR/Billing Module.•Create and maintain support analysis report on support technician performance weekly.•Work with accounting department on tracking quotes/purchase orders for all lab interface requests•Filter all company calls and create cases when needed•Assist with Medicare and Medicaid meaningful use attestation •Assist training new employees and clients on Prognocis productsClinical Support Specialist
Satellite Labs2005.06-2011.07(6 years)•Provide user support for various software systems (Labcheck, Soft, CRM, Spin and Wellbound) used throughout the test request and result process.•Resolve problems with shipped orders to ensure testing can be done within the time restrictions of the test(s).•Notify units of critical issues with test results daily.•Fax reports to Federal and/or State regulatory contacts as required (e.g., HIV, HepB).•Train Field Service Representatives in customer service software.•Create reports for clients that enable them to track multiple patients’ results and progress.Senior Customer Service Specialist
IBM2000.01-2004.03(4 years)•Setup customer website registration profile.•Escalated website production issues, and maintained communication with customers, and escalation engineers until resolution.•Wrote manual, and trained new hires on Rational Developer Network website processes.•Established communication with security department to develop password management policy.•Created guidelines for support interaction with customers regarding website password and course enrollment.•Input all sales data in Clearquest database for internal customers tracking purchase orders. •Assisted sales team with renewal order processing in Oracle during quarter and year-end.•Facilitated customers through Rational University enrollment process and other course issues.
Educational experience
Cabrillo College
liberal arts and sciences/liberal studies
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