Mphasis

Business Analyst

MetLife

Voluntary Benefits Account Representative II 

UnitedHealth Group

Senior Billing Analyst

responsible for handling all incoming Billing and Eligibility phone calls and for serving as the primary customer interface for departmental inquiries. As well as Ensures quality customer service for internal and external customers:
Responds to incoming customer service requests, both verbal and written.
Identifies and assesses customers' needs quickly and accurately.
Solves problems systematically, using sound business judgment.
Partners with other billing and eligibility department representatives to resolve complex customer service inquiries.
Monitors delegated customer service issues to ensure timely and accurate resolution.
Applies appropriate communication techniques when responding to customers, particularly in stressful situations.
Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures.
Places outgoing phone calls to complete follow-up on customer service requests as necessary.
Responds to customer service inquiries in writing as necessary.
Processes member terminations (i.e. phone disenrollment).
Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications. Implements customer service strategies and recommends related improvements/enhancements.
Maintains timely, accurate documentation for all appropriate transactions.
Makes corrections and adjustments.
Consistently meets established productivity, schedule adherence, and quality standards.

Senior Customer Service Representative

Giant Campus-online training technical company

Provided a brief as part of a conference hosted by the Commander of USSOCOM to the spouses of the various Commanders.  The training session focused on emerging technology and its impact and use in the Armed Forces.  Topics included Skype, Facebook, Twitter, Slingbox and how the military is using these programs to further communication among family members.Schedule and conduct training sessions for staff at the Youth Center on the use of Microsoft Office 2007 products 
Perform lead instructor duties for Technology camps that are offered on a weekly basis throughout the summer school break at MacDill AFB.Provide daily support for Open Lab/Walk-In sessions at the MacDill AFB. These sessions are offered each day to assist users on any technology related topics.
Provided training for DEFY (drug education for youth) camp.   
Developed course curriculum to program participant.  (e.g., Macromedia flash8 as well as Movie Maker.) 
 Instructed macromedia flash class delivered to retired resident's base at Mac Dill AFB. 
Design and develop effective instructional training materials and curriculum to meet the wide range of needs for children/teens attending the Youth Center at MacDill AFB. These programs will allow children of military parent's valuable experience in developing 21st century technology skills.
Maintain the availability and proper operation of all lab equipment such as desktops, laptops, printers and related technology equipment.
Coordinated several marketing events (Fam camp picnic, boat regatta). 
Created and executed lesson plans for active duty, retirees, as well as children.
Provide specialized training sessions to Retired Military members at MacDill AFB. Courses are offered on Computer, Internet and Email Basics along with Microsoft Office 2007 applications.
Motion graphics experience including character animation
Created logo, business card, brochure, menu, and tear sheet designs both freehand and with the use of Photoshop and Illustrator.

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