Paul Harper
Dartmouth,NS
Overview
23
23
years of professional experience
Work History
Senior Helpdesk Associate
Ntt Data Americas
08.2012 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening
- to customers'' needs and providing accurate information
- based on their inquiries.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Facilitated training sessions for new employees, ensuring smooth onboarding process.
- Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Supported Hospital application Epic now for 4 years
- Limited experience with Cerner application
- Support for Active directory, mobile application Haiku, Patient application Mychart, Citrix Director.
- Supported Mckesson applications.
- Incharge of high level application, technical outages and coordinating escalation to appropriate groups.
Internet Marketing Specialist
Register.com, A Web.com
08.2001 - 06.2011
- Analyzed SEO outreach goals and presented findings to marketing director.
- Boosted online presence by developing and implementing effective internet marketing strategies.
- Implemented analytics tools to track campaign performance and provide actionable insights for improvement.
- Collaborated with cross-functional teams to achieve consistent branding across all digital channels.
- Worked in the Corporate and Business Partner divisions.
Education
High School Diploma -
Prince Andrew High
Dartmouth, NSNo Degree - Computer Networking
Cdi College
Halifax, NS09-2001
Bachelor of Arts - Law & Political Science
Carleton University
Ottawa, None04-1988
Timeline
Senior Helpdesk Associate
Ntt Data Americas
08.2012 - Current
Internet Marketing Specialist
Register.com, A Web.com
08.2001 - 06.2011
High School Diploma -
Prince Andrew High
No Degree - Computer Networking
Cdi College
Bachelor of Arts - Law & Political Science
Carleton University
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