Customer Service Quality Assurance
Resume:
MARY R. BRANNIAN
**** ***** *** 641-***-**** (Cell)
Malcom IA 50157 ****.********@*****.***
PROFESSIONAL SUMMARY
Highly motivated and action oriented IT/ business professional with exceptional ability to work with all levels of
business personnel. Diverse experience includes telecommunications, insurance and finance. Organized, team-
oriented, flexible and able to quickly grasp new technologies and adapt to changing environments. Known for:
1 Leadership qualities of integrity, goal setting, organization, dependability, and enthusiasm.
2 Believe strongly in personal and professional goal setting, with a mature attitude
towards achieving goals.
3 Ability to make complex information easily understandable for a wide range of
audiences.
4 Analytical ability to assess options then prioritize, design and apply solutions that
work.
EXPERIENCE
WINDSTREAM/IOWA TELECOMMUNICATIONS SERVICES, Newton, IA
1/2008 – 1/2011
CAOS/Quality Assurance Tester
Testing Integration needs:
o
o Siebel/CRM
o Interactive Intelligence, IVR/ACD
o Siebel/MARTENS/Singleview
o TBS/MARTENS/Singleview
Maintained Sarbanes-Oxley compliancy
o
End-user requirements and end user training
o
Created Methods & Procedures, following established business processes
o
Experienced in using Siebel/MARTENS/TBS/Singleview
o
Participated in the CRM conversion of 2008, implementing Siebel for companywide usage. Tested the validity of
various scenarios in Siebel, including but not limited to integration with MARTENS, TBS, Metasolve, Singleview and
the IVR systems. Generated and implemented test plans to identify issues in programming integrations for various
inter-related systems (Siebel, MARTENS, TBS, Singleview), indentifying and reporting issues to the developers.
Generated test scenarios for MARTENS integration and tested integration points between Siebel and MARTENS,
verified work tickets in MARTENS and identified issues and provided possible solutions to the developers. Provided
accurate feedback and suggestions for streamlining processes and enhancements of existing processes, to create a
more cohesive process with a greater number of automated processes. Tested the IVR/ACD system identifying any
issues or misroutes, also verifying correct screen pop and "whisper" of call type. Able to work with little or no
supervision, multitasking as needed, and provided co-workers with assistance as requested or required.
Participated in testing integration of several acquired properties (IE:LAKEDALE, Connections Etc, North Star,
WHCOMM, MN), converting from previous operating systems to Iowa Telecommunications systems. Generated test
scenarios for MARTENS integration and tested integration points between Siebel and MARTENS, identified issues
and provided possible solutions to the developers; verified output of work tickets in MARTENS. Worked under
aggressive deadlines, identified data inconsistencies and assisted in identifying possible solutions to found issues.
Identified several "bugs" previously undetected and verified fixes for same. Identified missing data from facility
download into MARTENS from GENSOFT and assisted in correcting same.
Participated in data cleanup for the Windstream conversion prior to SDO 1/13/2011; extensively in
MARTENS/Siebel/Singleview records. Participated in Phase 1 testing of WINCARE for new operating platform for
Windstream.
IOWA TELECOMMUNICATIONS/GTE, Newton IA
5/2002-12/2007
B.S.C. Customer Service Representative
Provide excellent customer service
o
Maintain professional and courteous mien at all times
o
Followed established business processes
o
Experienced in using MARTENS/TBS/Singleview
o
Maintained Sarbanes-Oxley compliancy
o
Assisted customers in determining which products and services were best-suited to their needs. Performed account
verification services to customers to resolve issues. Upsold products and services when possible. Utilized Microsoft Word
and Excel for price quotes and account reviews. Faxed forms per customer request and provided follow-up to customer, as
needed. Researched and reported billing issues per customer request. Provided follow up on issues if needed. Generated
price quotes and assisted customers in identifying correct products and services based on their input. Maintained low order
error ratio. Reviewed quarterly reports for specific assigned accounts, providing customer with updates and resolving found
issues. Exceeded sales quota past three years in this position.
IOWATELECOMMUNICATIONS/GTE, Grinnell Iowa
8/1993- 5/2002
Assignment Programmer
Provide excellent customer service
o
Maintain professional and courteous mien at all times
o
Followed established business processes
o
Experienced in using MARK/TBS/Singleview
o
Processed orders in TBS/MARK
o
Programmed orders in switches (GTD-5, DMS-100, DCO, VIDAR,DMS-10)
o
Maintained Sarbanes-Oxley compliancy
o
Processed customer orders, maintaining low error-to-order ratio, with a strong ability to multi-task. Background in
assignment processing, switch programming and trouble resolution. Processed customer requested multi-line business
orders and programmed DSLAMS for DSL. Processed location requests from Iowa One Call, based on priority and/or date
requested. Programmed various switches for telephone services/changes and updated facility records database systems to
reflect correct cable information. Processed orders from CLEC providers, verifying correct processes and procedures.
Multitask on a daily basis, provided assistance to co-workers and customers as requested or required.
GRINNELL REGIONAL MEDICAL CENTER, Grinnell, Iowa
8/1979- 8/1992
Commercial Insurance Processor
Provide excellent customer service
o
Maintain professional and courteous mien at all times
o
Followed established business processes
o
Experienced in Accounts Receivable
o
Extensive knowledge of CPT and ICD-9 Coding
o
Employed in various positions, including but not limited to, physicians billing, utilizing CPT coding and IDC-9 coding.
Processed insurance forms for commercial insurance. Provided data entry for payment on accounts. Collected, verified
and posted patient billing. Executed and verified output of reports and audits on a daily, weekly, monthly and yearly
schedule. Interacted with customers on the phone and face-to-face regarding billing questions. Re-submitted insurance
forms as needed or requested, including but not limited to secondary insurance coverage. Little or no supervision, proven
self starter.
MARY R. BRANNIAN
1440 400th Ave 641-***-**** – Cell
Malcom IA 50157 ********@******.***
EDUCATION
Associate Science degree in Computer Sciences 1997
Marshalltown Community College, Marshalltown IA
Associate Arts degree in Business Administration 1997
Marshalltown Community College, Marshalltown IA
Additional Education:
Mark Basic Assignment 1998
Intermediate Access 2006
SILK Central Automated Testing 2009
Intro to SQL 2009
Additional Skills:
MARTENS Suite
TBS (Metasolve)
SingleView
Siebel
CPT & ICD-9 Medical Coding
Microsoft Office (Word, Excel, PowerPoint)
I n terested I n
• career opportunities
• consulting offers
• new ventures
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch
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