Tammy Larson

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.
• Organized and detail-oriented with a strong work ethic.
• Resolved problems, improved operations, and provided exceptional service.

• Monitor analyst real time adherence to improve KPIs including talk time, wrap time, breaks, etc.
• Lead escalation specialist team for RWJBH night shift to ensure proper incident routing and timely escalation of end user issues
• Followed up on customer concerns regarding analyst interactions, including call reviews, analyst coaching, and feedback to client.
• Provided account and EMR training to analysts when necessary.
• Reviewed quality scores with analysts to improve customer satisfaction.
• Implemented daily processes with escalation specialists to ensure proper follow up, documentation, and escalation of customer issues.
• Provided monthly scorecards to analysts to facilitate performance improvement including calls per hours, schedule conformance, and call handle time.
• Reviewed analyst incidents to ensure proper documentation, prioritization, troubleshooting, use of knowledge resources, and provided coaching when appropriate.
• Reviewed and provided feedback to knowledge management to ensure articles were up to date and easy to understand for service desk analysts.
• Assisted remote analysts with issues with passwords, VPN, soft phone, hardware, etc.

• Training of new and existing analysts for multiple accounts, live and remotely via Zoom.
• Maintenance and updating of training materials including guides and LMS training/quizzes.
• Account specific EMR training including Cerner and Epic.
• Assist with new client implementations with roles in knowledge gathering, knowledge article creation, design of training materials, training of service desk analysts, and floor/chat support during go live.
• Ticket review/deep dive for trending issues and process improvement.

• Performed ServiceNow training for RWJBH client.
• Train Problem Managers for RWJBH client.
• Review tickets from analysts before routing to second level to ensure all appropriate troubleshooting has been performed and all necessary information is included.
• Route problem tickets and service requests to appropriate second level groups to resolve issues.
• Escalate high and urgent issues to second level
• Serve as single point of contact during urgent issues to update information and relay flash messages to RWJBH client
• Assist analysts with questions and troubleshooting issues.
• Create and update knowledge manage articles
• Follow up on SME reviews from Second Level techs regarding routing errors, tickets that should have been resolved by first level, or tickets which contained inaccurate or missing information.

Responsible for all aspect of brewing process and wine making including:

cleaning and sanitation, monitoring fermentation, transfer of beers between tanks, kegging beer and wine for consumer sale.

• Client liaison to identify areas where client satisfaction could be improved.
  
• Communication between client team lead and client.
  
• Identify failures and design and implementation of service improvement plans.
  
• Updating of knowledge articles.
  
• Review customer calls for client.
  

Manager for night shift help desk call center

• Assisting and guiding night shift team leads for staff coverage, training, knowledge, and escalation procedures.
  
• Interviewing and hiring of new team leads.
  

• Scheduling of analysts to ensure appropriate coverage for clients.
  
• Identifying training issues and updating training documentation and knowledge articles.
  
• Handling of client Go Lives for new clients or application upgrades, including assisting with knowledge gathering and implementation, scheduling training, call projections, and staffing.
  
• Monitor analyst performance and take corrective action if necessary. Delivery of monthly scorecards to analysts.
  
• Analyst yearly reviews.
  
• Interviews of potential new employees.
  
• ITIL Foundations certification.
  

• Answer calls from end users and troubleshoot both technical and clinical application issues. Reset and unlock passwords. Handled basic how to issues for end users.
  
• Escalated issues to second level when unable to resolve, responsible for identifying correct escalation groups based on the issue.
  
• Contacted on call for high and urgent issues, including outages. Sent notification alerts to leadership.