Faith Jett
Pagosa Springs,CO
Summary
Customer-focused Technical Support Representative with a strong ability to translate complex technical issues for diverse users while ensuring SLA compliance. Enhanced customer satisfaction through effective relationship building and meticulous data documentation. Proven track record of collaborating with teams to drive solutions and optimize operational processes, contributing to company goals. Committed to continuous improvement and delivering exceptional service, ready to bring fresh perspectives and a strong work ethic to any team.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Representative
AVI-SPL
01.2022 - Current
- Exhibits high energy and professionalism when interacting with clients and staff.
- Responds proactively and positively to rapid change.
- Collaborates with supervisors and colleagues daily.
- Translates technical issues into digestible language for non-technical users.
- Works effectively with the SNOW computer database system.
- Document transactions and support interactions in the system for future reference.
- Provides excellent customer care by promptly responding to requests.
- Locate and provide customers and technicians with code while abiding by written policies.
- Optimized daily workload coverage through efficient communication facilitation.
- Managed daily interactions with clients to ensure satisfaction and loyalty.
- Supplied crucial details about products or services helping both current and future customers make informed decisions.
- Facilitated communication between customers and other departments to address complex issues.
- Facilitated progress through effective support of sales team members.
- Maintained swift responsiveness to various forms of customer correspondence.
- Provided technical assistance to customers in order to resolve their inquiries or complaints quickly and efficiently.
- Followed up on open cases to ensure resolution of customer issues.
- Analyzed reports to identify trends in customer service requests.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Utilized in-depth product understanding to address customer problems.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Exhibited composure and patience during challenging customer interactions, leveraging de-escalation methods.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Ensured all changes to customer accounts were accurately documented.
Restaurant Manager
The Divide LLC
La Veta, CO
04.2021 - 08.2021
- Led team of 10 to 15 FOH and BOH staff, overseeing all hiring processes.
- Procured sufficient quantities of food, beverages, equipment, and supplies.
- Reconciled cash and credit card transactions to maintain accurate records.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Quickly identified problem situations and skillfully resolved incidents to the satisfaction of the involved parties.
- Maintained a safe working and guest environment to reduce the risk of injury and accidents.
- Promoted business through participation in, and sponsorship of, community events.
- Formulated, launched, and monitored strategies to ensure profitability in the food and beverage sector.
- Oversaw accurate payroll processing, timekeeping, and personnel documentation.
- Pinpointed areas where team needed improvement, applying corrective measures.
Server
Three Barrel Brewing
Del Norte, CO
04.2015 - 06.2021
- Displayed high levels of inventiveness and proactivity while managing demanding assignments.
- Built lasting relationships to enhance customer loyalty.
- Can perform quality work efficiently, with minimal supervision.
- Worked with the POS system to place orders, manage bills, and handle complimentary items.
- Monitored patrons for alcohol intake to appropriate levels, and took measures to curtail inappropriate behavior.
- Resolved problems, improved operations, and provided exceptional service.
- Acquired leadership skills through end-to-end project management.
- Built long-term relationships with guests through outstanding service delivery.
- Consistently engaged in educational sessions about new products.
- Remained calm and poised during busy periods, promoting great customer service to guests.
- Greeted newly seated guests promptly, filled water glasses and brought bread to table.
- Trained new employees on restaurant procedures and plating techniques.
- Arranged tables to minimize wait times.
- Coordinated scheduling and pick-up arrangements to ensure seamless operation for clientele and eatery.
Waitress/Bartender/Hostess
Rolling Smoke BBQ Garage
Walsenburg, CO
05.2020 - 05.2021
- Enhanced business environment by building strong relationships with repeat clients.
- Monitored compliance with alcohol regulations.
- Understanding unique, complementary flavor pairings, ensuing orders, and ensuring high quality.
- Handled inventory management.
- Communicating food allergies or special nutritional needs to kitchen staff.
- Handled all customer concerns in a timely manner.
- Performing cleaning duties at the service station, around the kitchen, and in the dining/bar area.
- Ensured consistency in food quality and presentation.
- Validated dish presentation against menu details for accurate deliveries.
- Conducted training for front-of-house staff on restaurant policies and procedures.
- Monitored cash register operations during shifts for accuracy of transactions.
- Led and mentored new hires in understanding company programs.
- Assisted bartenders when needed during peak hours or when short staffed.
- Ensured compliance with all health department regulations related to food handling and storage procedures.
- Implemented innovative weekly offers to drive revenue growth.
- Contributed to preparing various courses to accelerate dining service.
- Exhibited enthusiasm and expertise about menu selections and products.
Certified Clinical Hemodialysis Technician
DaVita Dialysis Kidney Care
Alamosa, CO
12.2018 - 11.2020
- Displayed congeniality, consideration, and proactive assistance as needed.
- Educated patients about dialysis procedures.
- Executed regular data entry tasks with precision.
- Conducted reviews assessing both technical and clinical capabilities to ensure competence in dialysis procedures.
- Ensured precise entry of patient charts in electronic records with complete encounter data.
- Sanitized dialysis supplies adhering to facility protocols.
- Conveyed emotional, medical, psychosocial, and nutritional issues to the registered nurse on duty for comprehensive patient care.
- Administered heparin, oxygen, anesthetic, and saline as prescribed, and was responsible for cannulation of vascular access and/or providing CVC care.
- Initiated and terminated reverse osmosis water system and performed water quality monitoring tests prior to dialysis initiation.
- Engaged in the design of programs aimed at enhancing the quality of dialysis services.
- Performed routine sterilization, cleaning, and maintenance of hemodialysis machines and equipment.
- Managed inventory of dialysis supplies and reordered as necessary.
- Implemented streamlined processes to enhance coding efficiency.
- Enhanced patient experience through effective interactions with diverse individuals across various hospital sections.
- Assisted physicians with technical procedures such as arteriovenous fistula cannulation and hemodialysis treatments.
- Compiled statistical data supporting medical procedures.
- Maintained detailed medical records through consistent documentation of initial measurements.
Medical Records Director
River Valley Inn Nursing Home
Del Norte, CO
08.2018 - 04.2019
- Designed and executed efficient systems for record storage and retrieval to meet compliance requirements.
- Engaged in mandatory in-service training initiatives as outlined.
- Managed surgical schedules, handled pre-certifications, checked insurance coverage.
- Analyzed and audited codes alongside supporting material for adherence to state and federal guidelines.
- Led weekly discussions on discharges, resident status, and Medicaid application processes.
- Conducted regular inspections of facility to identify improvements.
- Coordinated with medical personnel and family members to design personalized care programs.
- Provided education on HIPAA regulations related to access and disclosure of protected health information.
- Developed optimal scheduling by evaluating space constraints and equipment accessibility.
- Managed and reviewed work of personnel across diverse disciplines.
- Facilitated transparent communication with governing boards, department heads, and medical staff.
- Delivered compassionate interaction with patients, securing sensitive medical details.
- Monitored trends in coding practices and communicated changes to appropriate personnel within the organization.
- Verified accuracy of patient information within the electronic health record database.
- Recruited, onboarded and mentored new medical personnel.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Conducted audits of medical records to identify areas needing improvement or corrective action.
- Developed, implemented and maintained medical records policies and procedures.
- Collaborated with physicians, nurses and other healthcare professionals to improve quality of patient care documentation.
- Evaluated data from multiple sources such as physician orders, lab results, and radiology reports to guarantee thorough documentation in patient charts.
- Educated staff on efficient navigation of the digital health management platform.
- Utilized strong interpersonal abilities to initiate conversations with customers.
- Worked with cross-functional teams to achieve goals.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed inventory and supplies to ensure materials were available when needed.
- Evaluated protocols during site visits at multiple clinical facilities.
- Detected inconsistencies between physical and digital records.
- Organized patient charts ahead of scheduled appointments.
- Eliminated outdated files from the system.
Education
High School Diploma -
Canton High School
Canton, IL05.2006
No Degree - Nursing
Pueblo Community College
Pueblo, CONo Degree - Nursing
Trinidad Community College
Trinidad, CONo Degree - General Studies
Spoon River College
Canton, ILSkills
- Self-Driven Professionalism
- Proficient in Multitasking
- Proficient in Relationship Building
- Effective Team Collaboration
- Strong Organizational Skills
- Efficient Data Documentation
- Proficient Time Management
- ServiceNow Operations Expertise
- SLA Compliance Monitoring
Certification
Certified Clinical Hemodialysis Technician, CCHT
Avixa AV Technologist Certification
Accomplishments
From: Grogan, Leen [C]
Sent: Thursday, February 27, 2025 8:45 AM
To: Tammy Goodhart ; Johnathan Bell
Cc: Faith Jett ; Eibes, Joe
Subject: Kudos to AVI Employees Faith and Erik
AVISPL - Warning: External email. Please do not click on links/attachments unless you recognize the sender
Good morning Tammy and Johnathan,
I have worked with Faith Jett and Erik Alexander a few times now at the Denver AECOM office.
I have also worked with many other vendors in many capacities, and to be honest, I have lost faith in expecting much in the way of communication, and professionalism…until…I work with Faith and Erik.
Faith is right on top of everything…She notifies me of date / time options to choose from that are convenient for us at our office. Once a date / time is selected, she responds quickly to confirm, so that I can get it on my calendar.
If anything changes at her end along the way…Faith is again, quick to inform, always offers a sincere apology, and works again towards a new schedule.
She is extremely professional, and great to work with.
I am also very impressed with Erik. When he is on site, he is very friendly, personable, and professional. He is extremely knowledgeable and always takes the time to explain to us what it is that he is doing. He is unable to let anything go that is not done correctly and thoroughly.
He was inadvertently placed in the wrong conference room during a visit, and while there discovered an issue that we later made official so that he could ultimately fix for us.
When Eric is on-site, I am confident that our issues will be resolved and be resolved correctly.
There are so many companies out there now, that I simply dread making calls to when we have issues, because I just know that they are going to cause me anxiety while trying to get them to communicate in a timely manner, arrive on-site when they say they will, and do a thorough job for us.
This is not the case with AVI, Faith, and Erik. It is always a pleasure to work with each of them, as I know that the communication will be there, and the work will be to our expectations, so that we can…in the end…serve our own clients.
Many, many thanks to both!
I would give them each a 5 out of 5-star rating…😊
Sincerely,
Leen Grogan
Facility Services Coordinator
BGIS
7595 Technology Way
Denver, CO., 80237
T: 303-740-2795
leen.grogan@bgis.com
www.bgis.com
References
References available upon request.
Timeline
Technical Support Representative
AVI-SPL
01.2022 - Current
Restaurant Manager
The Divide LLC
04.2021 - 08.2021
Waitress/Bartender/Hostess
Rolling Smoke BBQ Garage
05.2020 - 05.2021
Certified Clinical Hemodialysis Technician
DaVita Dialysis Kidney Care
12.2018 - 11.2020
Medical Records Director
River Valley Inn Nursing Home
08.2018 - 04.2019
Server
Three Barrel Brewing
04.2015 - 06.2021
High School Diploma -
Canton High School
No Degree - Nursing
Pueblo Community College
No Degree - Nursing
Trinidad Community College
No Degree - General Studies
Spoon River College
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