Anything creative: writing, weaving, macramé
Sarah Bredeman
Senior Support Services Owner
Blue Springs,MO
Summary
Performance-driven Sr Support Services Owner with 9 years of experience in client service management and relationship development for healthcare IT. High-contributing team player focused on client satisfaction and client advocacy to attain contractual key performance indicators and client-aligned support goals.
Overview
4
4
years of post-secondary education
9
9
years of professional experience
Work History
Senior Support Services Owner
Cerner Corporation
Kansas City, MO
10.2017 - Current
- Own all aspects of support relationship with 8-9 community & critical access hospitals for Cerner CommunityWorks.
- Facilitate root cause analysis and general troubleshooting across multiple support teams; collaborate with support teams to implement continuous improvements.
- Assess client needs and develop action plans according to key performance indicators to address current and future objectives.
- Adhere to client contract agreements by providing high-quality service delivery and coordinating with internal and client teams, leveraging productive and open client communications.
- Train & develop support team associates in conjunction with learning teams and leadership.
- Created & managed documents using Microsoft Suite for daily, weekly and monthly reporting.
Operations Analyst
Cerner Corporation
Kansas City, MO
08.2014 - 10.2017
- Collected, arranged and input information into database for tier 1 help desk knowledge base system.
- Participated in internal audits regarding help desk ticket management system.
- Resolved malfunctions with end user and associate systems and programs through troubleshooting.
- Evaluated and adopted new technologies to address changing industry needs.
- Monitored employee tasks and performance to gauge business functions and inefficiencies.
- Collaborated closely with upper help desk management to drive strategy through associate development and implementation of new processes.
Senior Support Analyst
Cerner Corporation
Kansas City, MO
05.2012 - 08.2014
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Configured hardware, devices and software as part of tier 1 help desk serving Cerner ITWorks client base.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Developed strong client-focused reputation through commitment to customer satisfaction and strong client relationships.
Education
Bachelor of Arts - Psychology
University of Missouri - Kansas City
Kansas City, MO 08.2007 - 05.2011
Skills
Organization and Time management
Interpersonal and client communications
Client satisfaction-driven
Team leadership and collaboration
Coaching and mentoring
Technical support escalations
Support Ticket System Management
Conflict resolution skills
Relationship cultivation and retention
Microsoft Office
Excellent work ethic
Computer skills
Written Communication
Planning and Coordination
Accomplishments
- Cerner RISE Leadership Development program participant, 2020
- Cerner Support Services Associate of the Year - 2019
- Cerner Support Services Award of Excellence - Q2 2019
- Cerner Support Services Award of Excellence - Q1 2015
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Interests
Gardening, boating, hiking
Spending time with my husband, Eli, and our four year old son and nine month old daughter
Quote
I dwell in possibility.
Emily Dickinson
Timeline
Senior Support Services Owner
Cerner Corporation
10.2017 - Current
Operations Analyst
Cerner Corporation
08.2014 - 10.2017
Senior Support Analyst
Cerner Corporation
05.2012 - 08.2014
Bachelor of Arts - Psychology
University of Missouri - Kansas City
08.2007 - 05.2011