Emily MacDonald
Berea
Summary
Committed and enthusiastic professional with strong integration solutions experience. Known for efficiently resolving technical issues and conducting impactful user training. Dedicated to enhancing client relationships and driving business growth through effective software solutions.
Overview
5
5
years of professional experience
Work History
Integrations Services Specialist
OnShift
Cleveland
04.2023 - Current
- Conducted training sessions for 200 new accounts during last 12 months, facilitating transition to software end user
- Product expert, driving monthly revenue to $6.7 million for external integration with Shiftkey through product training and continued support
- Initiated product adoption project which resulted in 16 percentage point gain in product adoption leading to an additional $677,000 of revenue
- Consults with healthcare communities at a building or corporate level to determine best integration settings for optimal software usage
- Builds client-facing demo environment to include a variety of specialized scenarios for in depth training
- Provides customer support for 700+ clients using OnShift software solutions, resolving technical issues promptly to ensure user satisfaction
- Manages sales integration backlog to assist with coordinating client trainings and activations
- Assists in identifying, designing, measuring, evaluating, and monitoring business and product delivery processes to improve integration
- Collaborates closely with multiple groups and internal stakeholders of varying levels to enhance product roll out
Senior Technical Support Specialist
OnShift
Cleveland
12.2021 - 04.2023
- Provided expert technical support for software solutions in healthcare environments, averaging 400 tickets closed per month
- Diagnosed and resolved complex technical issues with customer software applications, reducing average time to resolve to below 24 hours
- Trained users on software systems to improve operational efficiency and user satisfaction. 90% of surveyed customers consistently rated support received to be excellent
- Managed customer inquiries through ticketing system, ensuring timely resolutions and enhancing customer satisfaction
Education
Practical Nuring Certificate - Nursing
Cuyahoga Community College
Cleveland, OH08-2017
Bachelor of Arts - French Linguistics and Art History
The College of Wooster
Wooster, OH05-2011
Skills
- User training
- Client relationship management
- Integration solutions
- Software troubleshooting
- Technical support
- System navigation
Timeline
Integrations Services Specialist
OnShift
04.2023 - Current
Senior Technical Support Specialist
OnShift
12.2021 - 04.2023
Practical Nuring Certificate - Nursing
Cuyahoga Community College
Bachelor of Arts - French Linguistics and Art History
The College of Wooster