Experience

Guardian Healthcare

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Paralegal to General Counsel

  • Mar 2019 - Present

  Johnstown, Pennsylvania Area



Marshall Dennehey

• United States
• Law Practice
• 700 & Above Employee

• Paralegal

  • Aug 2016 - Feb 2019

  Greater Pittsburgh Area Collaborated with and supported a dynamic team of legal professionals in the Workers’ Compensation and Legal Professional Liability practice groups focused on a common goal: to provide our clients with the highest level of legal defense services possible. Keywords: Legal Services | Workers’ Compensation | Professional Liability | Team Player | Communication | Data Analysis | Case Management



Duquesne Light Company

• United States
• Utilities
• 700 & Above Employee

• Employee Safety and Workforce Development Non-Technical Trainer

  • 2007 - 2015

  Greater Pittsburgh Area FOCUS PROJECT - ORGANIZATIONAL READINESS TEAM: Responsible for leading the full cycle of training to prepare 500+ end-users for the simultaneous implementation of Oracle’s Customer Care and Billing, Meter Data Management and Mobile Workforce Management. Collaborated and developed relationships with internal stakeholders, third party vendors and consultants to identify and build customized training programs and learning solutions aligned with business process requirements and project… Show more FOCUS PROJECT - ORGANIZATIONAL READINESS TEAM: Responsible for leading the full cycle of training to prepare 500+ end-users for the simultaneous implementation of Oracle’s Customer Care and Billing, Meter Data Management and Mobile Workforce Management. Collaborated and developed relationships with internal stakeholders, third party vendors and consultants to identify and build customized training programs and learning solutions aligned with business process requirements and project strategy. Selected Accomplishments: • Facilitated training needs analysis • Developed, designed and delivered customized role-based training plans and programs • Organized and directed Organizational Readiness Testing (ORT1) for Call Center Customer Service Representatives • Supported Organizational Change Management (OCM) efforts Keywords: Training | Technology | Implementation | Project Management | Change Management | Collaboration CORPORATE TRAINER: Responsible for the development, design and delivery of the Company’s non-technical training programs. • Continually evaluated, modified and refined training materials and programs to ensure training was effective and compliant with changes in business processes, regulations, and company standards • Coached and communicated human performance improvements, process improvements, business strategies and solutions for individuals, performance teams and management

• Supervisor, PUC and Quality Assurance - Customer Relations

  • 2003 - 2007

  Greater Pittsburgh Area Coached a team of four (4) in developing and utilizing best practices in the analysis, investigation, written responses and testimony with regard to consumer complaints filed with the Pennsylvania Public Utility Commission. • Partnered with business process owners to develop, design and implement processes and procedures compliant with changes in, and interpretations to, regulations and laws governing the standards and billing practices for residential utility service •… Show more Coached a team of four (4) in developing and utilizing best practices in the analysis, investigation, written responses and testimony with regard to consumer complaints filed with the Pennsylvania Public Utility Commission. • Partnered with business process owners to develop, design and implement processes and procedures compliant with changes in, and interpretations to, regulations and laws governing the standards and billing practices for residential utility service • Collaborated with members of Energy Association of PA, and Western Pennsylvania Utilities Group in analyzing, interpreting and developing best practices Keywords: Utilities | Regulatory | Legal Analysis | Negotiations | Business Process Design | Best Practices

• Supervisor: Customer Service, Call Center, Credit and Collections/Revenue Recovery

  • 1999 - 2003

  Greater Pittsburgh Area • Coached and mentored Customer Service Department team members in the timely, accurate and compliant handling of all forms of customer contacts, including: inbound and outbound calls, email, and letters/correspondence, credit and collection and back office functions • Became the "voice" of the interactive voice response system (IVR). Worked in collaboration with Information Technology and Telecommunications groups to revise and record IVR message scripts, resulting in JD Power award… Show more • Coached and mentored Customer Service Department team members in the timely, accurate and compliant handling of all forms of customer contacts, including: inbound and outbound calls, email, and letters/correspondence, credit and collection and back office functions • Became the "voice" of the interactive voice response system (IVR). Worked in collaboration with Information Technology and Telecommunications groups to revise and record IVR message scripts, resulting in JD Power award recognition Keywords: Call Center | Customer Service | Coaching and Mentoring | Team Building