ANITA GETZ

Work History

NBME (National Board of Medical Examiners)

12.2023 - Current

Provides effective customer service by responding competently and completely to a wide range of questions and concerns
Resolves product and service issues by determining the cause of the problem and selecting and explaining solutions
Obtains and evaluates all relevant information to handle product and service inquiries using internal resources
Identifies the escalation path and triages requests to the appropriate subject matter expert for requests they are unable to resolve
Documents customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
Uses appropriate model responses (email templates and knowledge articles) to customer inquiries via email
Performs effective follow-up to ensure the customer receives resolution
Performs business functions that support operational services according to established policies, procedures, and timelines
Provides feedback to improve the efficiency of the customer service process and recommends potential product or service improvements based on identified customer needs
These include the volunteers who help develop our exam questions, the committees and panels who represent various groups within the medical education community, external researchers and health profession organizations.

EncaptureMD

10.2013 - 01.2022

(A full cardiovascular information system) Lead new customers through the implementation and onboarding process
Build solid relationships with customers and partners
Provide world-class customer service by being a product expert
Work with the development team to identify and resolve technical issues
Maintain and update the support center and knowledge base
Provide timely responses to any customer support inquiries (email, text, phone); follow up to ensure resolution
Manage salesforce and account management
Inside sales (SaaS), demos, proposals, training
Assist customers with upgrades
Create customer diagrams with LucidChart
On-Site with go live
SMB Project Management, some exposure to Power BI
Assisted in Trade Shows (ACC, HRS)
Stay current with system information, changes, and updates
Company Event Planner and designing company swag.

The Hackett Group

04.2011 - 03.2013

Provide Level 1, and Level 2 support for the Hackett Connector, and the Hackett Performance Exchange, in both SAP and Oracle
Assist clients with upgrading the Hackett Connector, and installing patches, when necessary
Develop a knowledge base using Serena Software Business Solutions
Log tickets using Serena Business Solutions
Company Event Planner.

Amtrak

08.2010 - 04.2011

Provide support for the AAMPs system, including help desk, and security, as well as providing insight into systematic problems and helping address/provide solutions
Lead Help Desk Function for AAMPs System
Lead Security Function for AAMPs System, including audit/documentation
Identify Systemic Problems, Potential Root Causes, and Potential Solutions for AAMPs
Support Conversion to SAP as Needed
Tracking, recording, and implementation of tracking mechanism/process, & timely resolution of help desk issues for AAMPs System
Regular interval audit trail documents relating to AAMPs security
Develop process and execution, identifying systemic problems, roots cause, and potential solutions
SAP Conversion assistance as needed.