tina ackerson

* Coordinated speaker materials for educational seminars and national conferences. * Managed content lifecycle for all manuals and brochures. * Developed and maintained in-house guides and ensured content compliance. * Managed multiple projects for seminars and webinars. * Analyzed healthcare resources, content, data and materials to develop educational manuals.

* Assisted with PR and media campaigns. * Researched, created and designed educational promotional materials. * Developed internal and external communications for staff and patients. * Managed projects for hospital and community events. * Worked with community organizations to introduce new hospital programs and align initiatives.

* Worked on the Professional Services team implementing virtual online customer agents. * Developed and deployed customer support virtual agents for leading companies such as eBay, * AT&T, H&R Block, and GameFly. * Monitored and maintained financial goals for multiple customers. * Served as customers main point of contact for reporting, issue resolution, and * recommendations. * Collaborated with content writers from partner companies to establish agent knowledge. * Used analytics tools and reporting applications to identify patterns in agent conversations, and * meet best practice metrics. * Built, managed, tracked, and maintained agent behavior and responses using in-house * software. * Identified trends with online users and reported findings to product team. * Provided customer support daily via email with questions and technical issues. * Assisted in QA testing, and ticket creation and resolution for the development team.

* Coordinate office needs and handle operational issues. * Promptly handle office and employee requests. * Assist with market research, QA testing, and new hire research. * Manage all vendor relations. * Create, update, and organize operational procedure documents.

Applied Field: Training and Development