Melissa Jester

4202 Tradewind Dr
Rowlett, Tx 75088
214-578-4562
melissajesterjob@yahoo.com

Customer support and electronic documentation specialist with 15 years of increasing knowledge in
electronic media, documentation design and medical office work. Strengths in data entry, project
planning, scheduling, time management, customer service and issue resolution.

Professional Experience

2009 - 2009 Preferred Homecare, Dallas, TX − Medical Records Clerk/Receptionist

Responsibilities: Scanning and maintaining electronic records. Indexing documents by account number.
Labeling documents by type. Meeting time-sensitive deadlines. Answering phones in busy
environment. Assembling new patient care packets. General office duties.

2003 -2009 Outlaw Hotshot, Garland, TX − Office Manager/Accounts Receivable

Responsibilities: Direct customer contact/customer service. Billing. Maintaining files. Scheduling.
General office duties.

2001 – 2003 Glenwood Day School, Garland, TX − Teacher

Worked w/ children 18 months – 5 years. Created and implemented lesson plans.

1990 – 2001 Ericsson Inc., Richardson, TX − Customer Support Specialist I

Supported mainframe network and Internet tools (trained in over 20). Provided customer support
worldwide with focus on United States, Canada, Mexico and Latin America. Worked in fast-paced
team environment. Reduced customer support response time by 25%. Resolved customer
audit survey issues. Trained personnel on system tools. Composed new customer support letters
outlining support information and contacts. Received 4 Customer Recognition Awards based
on the quality of service

Library Specification Specialist III

Researched and generalized electronic documentation for processing to CDROM. Assisted
customers on the CDROM hotline. Contributing member of team that measurably reduced delivery
time on projects by 50%, consolidated and simplified processes to reduce job time by 50%,
developed and performed skills to improve knowledge by giving customers improved products and
decreasing time to market.

Archive Specification Specialist II

Researched and generated documentation for customer library switching system modification. As
contributing member of vendor/customer team created new documentation type to satisfy customer
needs while allowing them to decrease startup time by 50%. Organized and delivered switch system
modification package reducing customer startup time by 30%

Technical Skills

ApplicationXtender, CSR+, DOS, UNIX, MSWORD, Framemaker, IslandDraw, CorelDraw, KRSwin,

HTML, MSOffice, Outlook, Internet and Mainframe Research Tools, Prim, Pitool and Gask, Face book,
Twitter, MySpace.

Education

1986-1990 Garland High School Garland, TX

2002-2005 Eastfield & Richland College – Anatomy and Physiology I and II, English I and II,
Speech