Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Elizabeth Bryant

Delaware,OH

Summary

Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Competent in conflict and resolution and support of desktop applications.

Overview

11
11
years of professional experience

Work History

Solution Analyst

Oracle Cerner
Delaware, OH
02.2023 - Current
  • VA Clearance
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Answered user questions to resolve computer software.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Oversaw daily performance of computer systems.
  • Conferred with staff, users and management to establish requirements for new systems or modifications.
  • Systems worked in were RoyalTS, Supportal, ConnectIT, MyJarvis, DragonDrop, Teams, Microsoft, Cerner Wiki, Avaya, Genesys, TeamViewer, Zoom
  • Identified problems in printers, scanners and hospital/clinical applications, applying required fixes or escalating issues.

Customer Service Support Admin A2

Oracle Cerner
Richland, Michigan
01.2022 - 02.2023
  • Systems used: Service Now, Avaya Agent, Google, Microsoft Office Suite, Kixie, Team Viewer, Revenue Cycle, and SecureLink
  • VA Clearance
  • Document user information, issue details and solutions on service tickets and closed tickets upon resolution.
  • Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.
  • Responded to phone questions and concerns, resolving issues daily. Sent emails with information client may need
  • Handled torts for Law firms (Zantac, 3M Combat Arms Earplugs, JUUL, New York Life)
  • Handled password resets, escalating critical problems to appropriate resources
  • Helped guide and answer questions for our team. Trained new hires in our department, and helped with walking through different processes in our department
  • Updating our regulations in our Wiki
  • I assisted with HealtheLife USVA calls troubleshooting the My VA Patient Portal for veterans who were calling in with technical errors.

Contractor

Collateral Opportunities
Richland, Michigan
08.2020 - 12.2021
  • Systems used: Service Now, Avaya Agent, Google, Microsoft Office Suite, Kixie, Team Viewer,
  • Document user information, issue details and solutions on service tickets and closed tickets upon resolution.
  • Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.
  • Responded to phone questions and concerns, resolving issues daily. Sent emails with information client may need
  • Handled torts for Law firms (Zantac, 3M Combat Arms Earplugs, JUUL, New York Life)
  • Handled password resets, escalating critical problems to appropriate resources
  • Helped guide and answer questions for our team. Trained new hires in our department, and helped with walking through different processes in our department

CYPA

Child Development center, Army Base
Hohenfels, Germany
12.2017 - 08.2019
  • Lead in my classroom
  • Complied with all rules, regulations and procedures by providing committed and dedicated care, supervision and assistance to program children.
  • Used active listening to collaborate and communicate with children, fellow personnel and parents.
  • Implemented fun and educational activities appealing to large number of children and maintained high level of participation.
  • Provided in-depth progress reports to parents and guardians regarding children's behavior and development.
  • Attended all program staff meetings
  • Identified necessary supplies and materials and compiled list for Classroom for approval.
  • Maintained confidential child documentation to prevent data compromise and comply with HIPAA regulations.
  • Observed safety protocols to minimize accidents and spread of disease.

Fraud Prevention Specialist

JP Morgan Chase
Columbus , OH
08.2016 - 03.2017
  • Systems Used: FSD, Customer Assist, LAD, Experian, Lexis Nexis, and Closing Desk
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Maintained up-to-date knowledge of policies and regulations payments, transactions, and incoming or outgoing checks.
  • Identified fraud patterns and anomalies through analysis of large quantities of data.

HL Customer Care Specialist II

JP Morgan chase
Columbus, OH
08.2013 - 05.2015
  • Systems: MSP, CA/FSD, MBWS, Internal team chat
  • Maintained up-to-date knowledge of company policies and regulation regarding mortgage loan servicing
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supported Chase products that were meant to be recommended to clients
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Researched resolutions, contacted necessary departments and responded to customer by phone as follow-up.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Maintained high satisfaction rating with customers by providing exceptional service and support.
  • Delivered customer support to high call load each shift.
  • Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.

Education

High school diploma -

Shiloh High School
05.2011

Skills

  • Microsoft Windows and Office
  • Issue and Resolution Tracking
  • Friendly and Patient
  • Multitasking and Prioritization
  • Verbal and Written Communication
  • Resolving Problems and Incidents
  • Organizational Skills
  • Collaborative Team Player

Accomplishments

  • Aided in helping train new hires learn job policy and regulation while live on the floor, earning recognition from upper management and financial reward. (2013-2015)
  • Being a Lead for Part Day as a CYPA, and earning a bonus for my achievements in helping prepare classrooms for inspections
  • Completed Role Coach Certification June 2022 with Oracle Cerner and continued being a role coach with Healthe History.
  • Completed Pre-Management Experience training December 2022 with Oracle Cerner.
  • Government clearance active for VA

References

  • Ralonzo Bruce: Production Role - Progressive bruce.ralonzo@gmail.com (404) 661-0863
  • Dinika Jones: Senior Support Analyst - Oracle Cerner Dinikaa8@gmail.com (443)-415-0549
  • Quiona Dixon Cherry: Business Owner quionadixon@yahoo.com (614) 595-5226

Timeline

Solution Analyst

Oracle Cerner
02.2023 - Current

Customer Service Support Admin A2

Oracle Cerner
01.2022 - 02.2023

Contractor

Collateral Opportunities
08.2020 - 12.2021

CYPA

Child Development center, Army Base
12.2017 - 08.2019

Fraud Prevention Specialist

JP Morgan Chase
08.2016 - 03.2017

HL Customer Care Specialist II

JP Morgan chase
08.2013 - 05.2015

High school diploma -

Shiloh High School

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