TANYA KING
GreenCourt Legal Technologies, LLC
Buchanan,GA
Work Preference
Location:
Buchanan, GA, US
Open to relocation:
No
Customer focused professional experienced in customer service, training, and implementation. Strong Communicator with excellent problem-solving skills. Skilled in building client relationships, delivering effective training, supporting system and process implementations, and providing solutions that enhance the customer experience.
23
years of professional experience
Work History
Training & Implementation Manager
2 Years 11 Months
GreenCourt Legal Technologies, LLC - Carrollton, GA | 10.2023 - Current
- Deliver comprehensive training programs for each client and internal teams.
- Develop and maintain diverse training formats, including instructor-led sessions, webinars, video tutorials and on demand that supports multiple learning modalities (visual, auditory, and kinesthetic learners).
- Created and maintained client-specific documentation to support training and implementation efforts.
- Collaborate directly with each client’s point of contact to gather requirements, business processes, and challenges.
- Build and maintain documents for each client.
- Partner with other teams within the company to identify training and documentation needs for new features, services and customer solutions.
- Utilized tools such as WordPress, Loom, Slack, and Outlook for effective content management and team collaboration.
- Design tailored solutions that meet customer specifications and business objectives.
- Developed and executed implementation plans, outlining timelines, milestones, and resource allocation to ensure successful client onboarding.
- Act as customers’ primary point of contact during the discovery, design, training, and implementation process.
- Achievements: As part of the Training and Implementation team, I traveled across the country training and supporting clients in the “Go-Live” process of implementation. Successfully onboarded the entire states of Louisiana and South Dakota, multiple Counties in California, including Los Angeles and San Luis Obispo, Montgomery County in Pennsylvania and the Lac Corte Oreilles tribe in Wisconsin.
Customer Concierge
5 Years 6 Months
GreenCourt Legal Technologies, LLC - Carrollton, GA | 04.2018 - 10.2023
- Provide accurate and timely information about the company’s products and services.
- Assist clients with product setup, configuration, and usage.
- Troubleshoot and resolve client issues, including technical problems, product functionality, and account-related inquiries.
- Collaborate with third-party vendors, partners, and service providers as part of issue resolutions.
- Educate client on product features, best practices, and usage tips to maximize their experience.
- Educated clients on product features, best practices, and usage tips to enhance overall experience.
- Developed and maintained knowledgebase articles, FAQs, and self-help resources to support client self-service.
- Conduct webinars to address common client questions and issues.
- Uphold the highest standards of corporate governance, ethics, and integrity in all customer support activities
- Achievements: As part of the Customer Concierge team, I consistently exceeded customer experience goals and received multiple accommodations from clients and peers. Because of this I was given opportunities to go on site to support clients in person.
Implementation Consultant
6 Months
Greenway Health - Carrollton, GA | 09.2017 - 03.2018
- Serve as the customer’s onsite application expert, ensuring that system setup and ancillary services meet the customer’s expectations.
- Facilitated customer data construction to ensure reliable information management.
- Deliver high-quality product training to our customers, business partners, certified consultants and employees in person at customer location, University or online using approved training curriculum, student materials, instructor tools, presentation tools and other documentation.
- Use the Virtual Interactive Academy Trainer to train clients who enrolled in online classes for specific paths in a virtual lab.
- Coordinating and conducting check point calls during the training program, Management of onsite delivery personnel and ancillary providers to ensure a successful implementation.
- Transitioned customers to Greenway support while providing ongoing assistance to ensure seamless service continuity.
- Maintain open communication with Project Manager throughout the implementation process providing regular updates.
- Delivered comprehensive product training to customers, business partners, certified consultants, and employees at various locations and online, utilizing approved training materials and tools.
- Assist customer with the data builds.
Patient Call Center Lead
2 Years 5 Months
Greenway Health - Carrollton, GA | 04.2015 - 09.2017
- Established workflows and provided continuing education during the onboarding of new employees.
- Use the quality monitoring data management system to compile and track performance at team and individual level.
- Providing client conflict resolution through identifying root issues and developing action plans with firm deadlines to ensure complete resolution.
- Establish practices that allow the department goals of hold time and abandon calls to be met.
- Resolved client conflicts by identifying root issues and developing actionable plans with firm deadlines.
- Established practices to meet departmental goals for hold time and abandoned calls.
- System setup and rights administration of all required programs including but not limited to Box.com, Prime Enterprise, Backpack, clearinghouse, etc.
- Achievements: As part of the Patient Call Center team, I have worked with my peers and upper management to develop a Career Path for the Patient Advocates and the PAT AR teams. I have also worked to modify and implement new and in-depth training processes for new employees. I work hand in hand with Client Leads from the Insurance follow-up team to resolve customer and patient concerns.
Support Application Supervisor
2 Years 4 Months
Greenway Health - Carrollton, GA | 12.2012 - 04.2015
- Provide advanced customer support via phone, chat, email and case management system.
- Provided escalated support for practice management, electronic health records, EDI, and community health center functionality within Greenway application.
- Maintained user and system documentation to ensure accuracy and usability.
- Resolved issues and customer needs through independent decision-making authority.
- Mentor team members to help them achieve their professional goals.
- Effectively communicate with team members to maintain clearly defined expectations.
- Help maintain user and system documentation.
- Collaborated with upper management to develop and implement online chat function for support, proposed tier program for advancement in First Responders unit, created Quality Call Monitor Score Sheet for quality monitoring, and developed Employee Satisfaction Survey to enhance employee morale.
Clinical Support Analyst
1 Year 6 Months
Greenway Health - Carrollton, GA | 06.2011 - 12.2012
- Supported practice management, electronic health records, EDI, and community health center functionality within Greenway application, ensuring seamless operations.
- Work with all internal departments to ensure timely resolution to open issues.
- Consulted with users to identify operating procedures and clarify program objectives, enhancing user understanding and system utilization.
- Develop alternate methods to expedite problem resolution.
- Researched system-related problems to identify resolutions, improving issue resolution times and user satisfaction.
- Provide customer support via phone, email and case management system.
- Assist new employees with on-the-job training.
- Achievements: As part of the First Responder team, I consistently exceeded standards in all statistics while providing excellent customer service.
Customer Service Representative
7 Years 4 Months
AT&T, Inc. - Cedartown, GA | 01.2004 - 05.2011
- Resolved customer questions, complaints, billing and technical inquiries with courtesy and professionalism, achieving one call resolution.
- Presented customers with various solutions to enhance customer retention.
- Communicate with customers using web-based tools and demonstrate the associated proficiency in typing grammar.
- Made financial decisions to protect revenues and adjusted customer accounts to maintain business integrity.
- Led a team of customer service representatives to increase service center profitability.
- Led team of customer service representatives, enhancing service center profitability through effective management and support.
- Assist Management with scheduling and tracking of the workforce and vacation schedules.
- Achievements: As a Customer Service Representative I received multiple awards for meeting quality requirements, received multiple accommodations from customers for the service provided to them and successfully completed the Leader Intern program provided by the company to develop leadership skills for advancement.
Education
Business Administration & Management
Shorter University - Rome, GA
01-2015
Business Administration & Management
Shorter University - Rome, GA
01-2007
Skills
Software onboarding
Training & Facilitation
System & Software Training
Technical support
Client engagement
Problem resolution
User Training
Cross-Functional Collaboration
Timeline
Training & Implementation Manager
GreenCourt Legal Technologies, LLC
10.2023 - CurrentRead more
Customer Concierge
GreenCourt Legal Technologies, LLC
04.2018 - 10.2023Read more
Implementation Consultant
Greenway Health
09.2017 - 03.2018Read more
Patient Call Center Lead
Greenway Health
04.2015 - 09.2017Read more
Support Application Supervisor
Greenway Health
12.2012 - 04.2015Read more
Clinical Support Analyst
Greenway Health
06.2011 - 12.2012Read more
Customer Service Representative
AT&T, Inc.
01.2004 - 05.2011Read more
Shorter University - Business Administration & Management,
Read more
Shorter University - Business Administration & Management,
Read more