Customer Service Quality Control

Jamie Johnson ****

Terrace Glen, Arlington, TX **002 Cell: 214-***-****

***************@*******.***

SKILLS SUMMARY

A strategic, hands-on and results focused leader. Professional solution

contributor who takes the initiative to advance procedures and increase

efficiency. Demonstrated ability to serve both internal and external

clients with insight and respect. Flexible contributor who performs well

under pressure and in a fluid environment, consistently exceeding goals and

expectations.

Aptitude for quickly mastering technology. Courteous and tactful with

professionals and non-professionals on all levels. Compliant and adaptable.

Poised and competent with demonstrated skill to easily transcend cultural

differences. Thrive in deadline-driven environments.

QUALIFICATIONS

HMS - Irving, Texas January 2012 -

March 2013

Operations Analyst

. Conduct multifaceted reviews of state Medicaid and Child Support

accounts

. Conduct quality control on projects and various proprietary software

applications.

. Work with Project managers and consulting staff to complete special

projects.

. Perform financial analysis, budgeting, forecasting and modeling

. Oversee daily activities ensuring adherence to deadlines and quality

standards and adherence to procedures and regulatory requirements

. Research and review business processes, quantitative and qualitative

information, and operational procedures

. Develop and implement new processes/procedures to improve operating

efficiency and to ensure timeliness and accuracy of workflow

AmeriPath - Addison, Texas January 2006 -

August 2011

I.T. Operations Analyst

. Processed daily Flowcast/Centricity Interface Files received by

various locations.

. Maintained strong and professional rapports with clients in regards to

receipt of secure information and technical support.

. Analyzed, tested and documented procedures for teams and clients.

. Generated reconciliation reports for interface files loaded into the

Preprocessor.

. Exported Daily runs generated by the Interface Preprocessor.

. Generated and distributed edits that are created when loading

interface and EDI files.

. Complete the nightly evaluation, extraction and night job function for

Flowcast/Centricity.

Allstate Insurance - Irving, Texas March 2005 -

January 2006

Subrogation Specialist

. Reviewed and evaluated complex collision liability claims to identify

subrogation potential.

. Worked one on one with various insurance clients in resolving

subrogation for our insured customers.

. Recovered money paid for damages from responsible parties such as

uninsured motorist and other insurance carriers.

. Organized future work and scheduled follow-ups with various insurance

clients.

. Exceeded daily and monthly production goals resulting in recognition

award.

Ford Motor Credit - Irving, Texas November 2003 -

March 2005

Account Maintenance

. Resolved delinquent accounts by contacting our customers and providing

positive solutions for delinquent situations.

. Educated customers on different product plans and options to help

satisfy account.

. Exceeded daily and monthly goals for average promises kept and average

accounts cleared.

EDUCATION

Keller Graduate School of Management - Irving, Texas

October 2010

. Master of Business Administration

DeVry University - Irving, Texas

June 2005

. Bachelor of Science in Network and Communications Management

SKILLS

Professional:

Project Management Claims Servicing Processing Research

Operations Consulting Communication

Customer Service Scheduling Sourcing

Variance Analysis Budgeting Forecasting

Technical:

Microsoft Office Emdeon IDX

Fox Pro IBM Lotus Notes Flowcast

SQL Server Oracle (People Soft) Centricity

Toad for DB2 Microsoft Access

Antrim

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