Customer Service Quality Assurance
Resume:
Leya Plauche'
Union, KY **091
QUALIFICATIONS
Hard working, trustworthy, driven professional with extensive Customer
Service skills and computer skills. I have the proven ability to
orchestrate multifunction activities and make independent decisions. I have
demonstrated the ability to create solid customer relationships. Am self
motivated to improve process and efficiency.
RELEVANT ACCOMPLISHMENTS
Office Manager
*I am the Office Manager for a trucking company; Kenworth of Cincinnati. I
oversee the books and all the companies accounting. I manage both the
Accounts Receivable and Accounts Payable department as well as work side by
side with our company Controller. I also am in charge of my locations
payroll, human resources, wellness, and all truck sale titles.
Unemployment Consultant
*I worked on behalf of employers of fight unemployment claims. Help file
appeals in all 50 states, and help prep for unemployment hearings.
COB, Claims, Benefits, and RX
*Work hands on with both members and providers with both benefits and
claims issues. Help resolve contract issues, as well as help determine pre-
existing and cob issues.
Quality Assurance Engineer
*Served as a Quality Assurance Engineer in the Testing and Reporting
department. Responsible for direct interaction with customer accounts, and
relationship managers.
*Researched issues and brought resolution to complex situations using
tactful judgment and extensive follow through.
*Worked hands on with other Testing and Reporting consultants as well as
Fidelity's clients.
*Am point of contact for all clients and Relationship Managers to get help
with the NDT, Non-Discrimination Testing, and to order reports.
Program Analyst
*Served as key Program Analyst for Recruitmax, a computer program which
serves as a hiring tool and for time entry.
*Granted rights and disabled rights to use certain computer programs.
*Worked hands on with employees al the over the United States, as well as
Great Britain and Ireland.
*Researched issues and brought resolution to complex computer issues, as
well as complex pay and human resource issues.
*Was main contact for anyone using certain computer programs such as
Recruitmax, Seibel, Astea, Travel and Expense Portal, and PICS, Pomeroy
Internal Customer Service, which dealt with time issues, payroll, and
insurance.
*Trained over 100 people in my program, in both in person and via numerous
conference calls.
*Created and posted training documents on the Intranet.
PROFESSIONAL EXPERIENCE
PALMER TRUCKS-KENWORTH OF CINCINNATI
Cincinnati, Ohio
September 2012-
I am the Office Manager for a trucking company; Kenworth of Cincinnati. I
oversee the books and all the companies accounting. I manage both the
Accounts Receivable and Accounts Payable department as well as work side by
side with our company Controller. I also am in charge of my locations
payroll, human resources, wellness, and all truck sale titles.
TALX
Provider of EQUIFAX Workforce Solutions
Cincinnati, Ohio
September 2010-September 2012
I serve as an Unemployment Consultant for my clients to help fight against
fraudulent, and undeserving unemployment calls. Once I receive a claim, I
contact my client to gather all the pertinent information to help build a
strong case to hopefully get a favorable decision back from the state. I
have understand all the unemployment laws each of the 50 states has,
understand all of the claim forms each has, and I stay on top of the
constant changes in unemployment.
Humana
Cincinnati, Ohio
December 2007-March 2010
Serves as a Customer Service Rep. Am currently trained to help customers
with benefit help, and claims help. I was part of the original BC3 group,
and currently also service pharmacy.
Fidelity Investments
Covington, Kentucky
January 2006-May 2006
Quality Assurance Engineer
Execution of testing plans to ensure new applications and enhancements to
existing applications satisfies business requirements. Additionally, worked
across technology teams to maintain and distribute quality metrics and
contribute to various analysis projects.
Pomeroy IT Solutions
Hebron, Kentucky
January 2005-December 2005
IT Help Desk Analyst, System Administrator, and Administrative Assistant
I was the System Administrator for Recruitmax and the program analyst for
Astea, Siebel, the Travel and Expense Portal, and PICS, Pomeroy Internal
Customer Service. Answered incoming customer inquiries via telephone and
email concerning network passwords, program issues, computer issues,
payroll issues, and insurance issues. Maintained accurate customer records
and call information in management reporting database. Trained over 100
people to use Recruitmax by meeting with people individually, and holding
numerous conference calls to insure everyone was trained and could use my
program accurately. Created new training documents and a new training
video using Micromedia Captivate and posted it on the Intranet. As
administrative assistant, I was over seeing more than 100 techs and on a
daily bases dealt with their payroll and insurance issues.
PROFESSIONAL SKILLS
Technical Level Skills
Consumer Relations
Computer and Information Technology
Desktop Computing
Internet Computing
Accuterm
Microsoft Excel
Microsoft Office
Microsoft Word
Support Customer Service
Support Desktop Systems Troubleshooting
E-Portal/Paccar Financial
Adobe Acrobat
Microsoft Internet Explorer
Intranet
Support Problem Analyst
Support Problem Resolution
Support Problem Tracking
Recruitmax
Astea Alliance Enterprise
Unicenter ServicePlus Service Desk
Siebel
Basic Computer, Fax, Print Knowledge
Data Entry
Training
Ed-Ware
Ad-Ware
Webmail
Novell
GroupWise
Macromedia Captivate
Microsoft Access
Crystal Reports
Lotus Notes
Oracle 11i
Avenue
Argus
Back Office
FRPS
PSW
CCP2
Metavance
Pinnacle
EDUCATION
Stevens Henager College; April 2012- February 2015. B.S. in Accounting,
with an emphasis in Forensic Accounting
OBJECTIVE
My objective is to become the best employee possible to the employer. I
will use my skills gained and knowledge acquired to be a benefit to any
company.
Contact this candidate