Kimberly Keaton
Lakeville
Summary
Dynamic professional with extensive experience at Walden University, specializing in Health IT and application support. Proven track record in systems implementation and end-user training, driving compliance and optimizing performance metrics. Adept at data analysis and fostering collaboration among stakeholders to enhance operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Lead, Student Services Operations
Walden University
Minneapolis
10.2021 - Current
- Served as a subject-matter expert for enterprise customer service and compliance-related systems, including CXone, CRM platforms, and Meditrak.
- Facilitated resolution of application troubleshooting in compliance-driven settings.
- Conducted training sessions for end-users on new systems and workflow changes.
- Collaborated with IT and business stakeholders to facilitate system implementations.
- Analyzed KPIs and system performance metrics to identify trends and optimization opportunities.
- Conducted user acceptance testing to ensure system functionality and workflow alignment.
- Conducted onboarding processes to ensure smooth integration of new users.
Senior Coordinator, Customer Care
Walden University
Minneapolis
09.2016 - 09.2021
- Demonstrated ability to quickly learn and support new technologies in a regulated, high-volume environment.
- Developed training materials for onboarding new team members.
- Provided advanced technical and application support to frontline teams using enterprise service and CRM platforms.
- Facilitated resolution of system-related issues to ensure seamless operations.
- Assisted with onboarding and training related to new tools, workflows, and system enhancements.
- Collaborated with cross-functional teams to improve system usability and process efficiency.
- Facilitated problem-solving sessions to address team challenges effectively.
- Supported the implementation of new software tools to improve operational workflows.
Customer Care Coordinator – Technical Support
Walden University
Minneapolis
10.2014 - 09.2016
- Delivered frontline technical support for hardware, software, and system access issues.
- Utilized ServiceNow to document incidents, track resolutions, and support ITSM processes.
- Diagnosed issues remotely, ensuring high customer satisfaction.
- Supported operating systems, user accounts, and enterprise applications.
- Facilitated resolution of intricate system problems by directing them to specialized technical teams.
Education
Master of Science - Information Systems Management
Walden University
12.2021
Bachelor of Science - Information Systems Management
Mississippi University for Women
12.2000
Skills
- Health IT & Application Support
- Systems Implementation & Go-Live Support
- ServiceNow & ITSM Processes
- Remote Technical Support
- End-User Training & Documentation
- Change Management
- Data Analysis & KPI Reporting
- CRM, ACD & IVR Systems
- Compliance & Training Management Systems
- Technology & Tools
- Windows OS & System Administration
- Microsoft 365 (Teams, Outlook, SharePoint)
- ServiceNow
- Salesforce CRM
- NICE CXone, ACD & IVR
- Azure (Foundational)
- Meditrek
- Blackboard & Canvas LMS
- Tableau
- VPN & Remote Access
- Basic SQL & JavaScript
Preferences - Work Type
- Remote
- Contract
- Part-Time
- Project-Based
Certification
- CompTIA A (Remote Support Technician)
Timeline
Lead, Student Services Operations
Walden University
10.2021 - Current
Senior Coordinator, Customer Care
Walden University
09.2016 - 09.2021
Customer Care Coordinator – Technical Support
Walden University
10.2014 - 09.2016
Master of Science - Information Systems Management
Walden University
Bachelor of Science - Information Systems Management
Mississippi University for Women