Customer Service Quality Assurance
Resume:
Carmen Campbell
******.********@*****.***
. Proven analytical and problem solving abilities through problem
resolution and full ownership of issue
. Liaison between support, development and product owners
. Strong testing and quality assurance background prior to implementing
software prior to release.
. Astounding appreciation for excellent customer service
COMPUTER SKILLS:
IBM Mainframe Platform: CICS OAS, VTAM, CACHE, MEDITECH, Communication
Subsystems, Windows 7& XP, Interface Engines, JCL, TSO/ISPF
NT Platform/SQL Server/Sybase: Data Warehouse, DB Exployer,
VISTA/VAST/VSAG, WAVE/CINergy, Lexis/Nexis, AWD, WIN
Microsoft Office: (Excel, Word, Access, Power Point, and Project) Outlook,
Word Perfect, OTHER: Rational Clear Quest, Charm NT, CRM, Lotus Notes,
WEBX, Sales Force, Internet Explorer
EXPERIENCE
2012-2013
Technical Support Analyst
Passport Health Communications
King of Prussia, Pa 19406
Provide technical support for hospital applications and web based products.
Reviewed, analyzed and resolved issues. Maintained knowledge of all product
and service changes. Respond to routine and emergency support calls from
clients.
2010-2012
Customer Service Representative
Mercy Health Systems
Conshohocken, Pa 19428
Provide support for hospitals patient billing including answering billing
questions, investigating and resolving disputes. Virtual Liaison for
payment processing center.
2009- 2010
Technical Support Specialist - contract
Kopos & Baker, Conshohocken, Pa 19428
Provide centralized technical support for Lawson and end user issues
experienced by hospital clinical and administrative personnel. Technical
capabilities including basic troubleshooting expertise to clearly identify
and resolve a high percentage of problems during initial call.
2008-2008
Client Technical Support Representative -contract
USERS, Inc. Valley Forge, Pa. 19482
Provide communications, technical support and client services for all
financial products. Analyzed, tracked and resolved client issues as well
as, creating action tickets and ideas for enhancements. Created, developed
and documented knowledge base material for troubleshooting issues.
2006-2007
Financial Associate - contract
Randstad North America (Vanguard Group), Valley Forge, Pa. 19355
Worked with various financial software applications.
Calculated Cost Base Information (CBM) and processed daily journal and
transfer requests, ensuring that the CBA methodology and information
carries over systematically for clients.
2004-2006
Unit Coordinator/Monitor Technician
Chester County Hospital, West Chester PA. 19380
Administrative & organizational duties associated with indirect patient
care. Coordinated and scheduled patient testing. Maintained patient census
reports for admissions and discharges. Assisted with critical care delivery
by monitoring, analyzing and observing cardiac monitors. Interpreted
changes in EKG rhythms and identifying dysrhythmias.
1997-2003
Quality Assurance/Systems Analyst
Siemens Health Solutions, Malvern, PA. 19355
Quality Assurance integration, regression and unit testing. Planned and
coordinated testing sessions with external/internal clients. Moderated user
Interface and GUI sessions.
1993-1996
Software Application Specialist
Shared Medical Solutions, Malvern PA. 19355
Participated in support, enhancement and implementation of hospital
software. Identified, analyzed, and resolved technical customer interface
issues, involving: CICS, Interface Engines, Communication Subsystems, OAS,
VTAM and TSO/ISPF.
1991-1993
Technical Support Representative
Shared Medical Solutions, Malvern PA. 19355
Analyzed, investigated and resolved Online Architecture Software
application issues involving profiles, screen builders, batching, print
systems, message mailbox and interfaces.
EDUCATION: American River College, Sacramento, CA
Associate Degree-Computer Science
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