tammy dillow resume pdf gv

1464 S. Stapley Dr. Apt. 2085

Mesa, Arizona 85204

602-402-5928

TammyMDillow@Gmail.com

TAMMY DILLOW

BACKGROUND Over 16 years’ experience in the telecommunications industry,

troubleshooting billing and technical issues as well as providing

customer service and support. I have a strong regard for personal

accountability, good customer service skills, analytical and research

skills, professional and creative writing and phone etiquette.

SKILLS & ABILITIES Articulate Communicator

Service-oriented

Team Contributor

Skilled in 10 key and over 70 wpm typing skill

Effectively uses Photoshop, Camtasia, SnagIt

Advanced knowledge of Excel and Word

Expert user of Right Answers Knowledge Management Tool

Excellent organization, analytic, and interpersonal skills

Proficient in most PC & Mac programs, as well as being able to

quickly learn and adapt to computer tools

Efficient professional and creative writer

EXPERIENCE

DIGNITY HEALTH (UNDER CONTRACT WITH INSIGHT GLOBAL) –

Knowledge Management Analyst

October 2013-Current

Use the Right Answers application to create, publish, review, and edit

Knowledge Management articles that are customer facing as well as for support

employees.

Identify opportunities to improve current content with decision trees, video and

other forms of media.

Evaluate feedback from users, in order to improve content, and solve any issues

regarding Knowledge Management.

Recognize and resolve problems that arise with data or site functions.

Correct errors with HTML, punctuation, spelling, grammar and other layout

issues in authored articles.

Mentor departments and new employees on the authoring process in order to

create self-sufficient teams who can author their own content.

AETNA LIFE & CASUALTY - BUSINESS ANALYST

January 2013-June 2013

Workforce Management & Quality Reporting

Improved technical support experience through cross training with agents while

enhancing the relationship for more positive performance evaluation

interactions.

Ensured continued call quality by managing monthly call evaluations of SPOC

(single point of contact) agents.

Performed quarterly call evaluations for all FCR (First Call Responder – Help

Desk) agents.

Held coaching sessions with those agents who fail to reach the minimum

evaluation score.

AETNA LIFE & CASUALTY - WIRELESS ANALYST

October 2005-December 2012

Authored documents to be used as tutorials for less experienced customers.

Provided technical support, evaluation, acquisition, installation, testing and

monitoring of Wireless products Worldwide. (iPhone, iPad, Android & Windows

Smartphones, BlackBerry, Mobile Hotspots (MiFis), Cellphones, 2-way radios

and pagers).

Identified opportunities and made recommendations to improve availability,

reliability, efficiency, performance and overall service within the Wireless

environment.

Consulted with end users, management and vendors in the identification and

resolution of Wireless problems and difficulties. Worked with vendors as

needed.

Maintained and updated devices using Aetna’s BlackBerry Enterprise Server

(BES), Good for Enterprise Server and MIR3 Notification system.

Kept all inventory up to date in Wireless Services database.

SCHALLER ANDERSON LLC (PRIOR TO AETNA PURCHASE)

TELECOMMUNICATION ASSISTANT,

May 2003-September 2005

Provided technical support, testing and installation for all wireless products (3G

USB and 1st and 2nd generation express card mobile broadband devices,

BlackBerrys and cell phones)

Held weekly training classes to teach employees how to use their BlackBerrys

and cell phones.

Authored all step by step documentation for training sessions, as well as

supplemental material to be handed out with each device.

Itemized all telecommunication billing (both landline and wireless) for all

Schaller Anderson offices (Nationwide).

AT&T CUSTOMER SALES AND SERVICE CENTER, MESA, ARIZONA

January 1997-March 2003

Resolved issues on AT&T Long Distance, Local, Internet,

Broadband, and Wireless bills, and assisted with other

customer service related issues.

Fulfilled AT&T’s high customer service standards while seeking

technical solutions for computer and billing related issues

Assisted in authoring entries for the knowledge management

system which housed the documents used for trouble shooting

technical issues.

EDUCATION ARIZONA STATE UNIVERSITY – TEMPE, ARIZONA – BACHELOR OF SCIENCE

COMMUNICATION

Graduated from Arizona State University May, 10 1996

Exchange Student May 1994-July 1994 & May 1995-July 1995 Richmond College London,

England; and the University of Aberystwyth, Aberystwyth, Wales; University College

Dublin.