Customer Service Representative

Lashawnon M. Carter

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

*** ********* *** * *• Claymont, DE • 19703 • 302-***-****

Objective:

To relocate and obtain a Customer Service Supervisor position where I can deliver cost effective, timely services while maintaining the highest

level of professionalism, quality and ethical standards.

Professional Experience

Hewlett Packard (HP), Newark, DE 11/05 Present

Lead Business Analyst/Project Management Team 03/11 Present

• Review Resumes/Interview potential new hires.

• Supervise 5 Business Analysts.

• Provide leadership direction.

• Supervise testing of new screens.

• Train new employees.

• Monitor phone calls/handle escalated calls.

Business Analyst II/Help Desk 08/10 – 03/11

• SharePoint site coordinator

• Manage customer external access to hp internal sites.

• Participate in the documentation and analysis of business processes, systems, and solution requirements.

• Record reported platform and system issues by assigning a ticket tracking number.

• Support system users adding and deleting users perform user account maintenance.

• Process new employees entering and exciting.

• Perform maintenance and trouble shoot HP copy machine, phones and facility issues.

• Provide account administration services, reset user passwords, unlock accounts, perform security lockouts.

ITO Service Delivery Representative II 11/05 09/10

• Perform system testing for changes to the Delaware Medicaid MMIS system and the online website.

• An active member of the systems change control committee

• Reconcile financial transactions for Medicare reports CMS (Centers for Medicare & Medicaid Services).

• Review inquires regarding cost report settlement.

• Ensure accurate and timely completion and submission of federally mandated financial and statistical reports.

• Perform activities in Provider Relations, Provider Enrollment, Provider Correspondence, and Policy Review.

• Conduct Audits to review accuracy of cost reports & payment of Medicaid claims.

• Examine claims and reports to ensure proper recording of transactions and compliance with client, company and/or state and federal

regulations.

• Conduct medical provider meetings for education and training.

• Assist medical providers including Hospitals, Nursing homes, Hospice, Dental and Non profit with Delaware Medicaid issues. Via

written mail, phone and physical visits.

Artisans’ Bank, Wilmington DE 07/02 11/05

Bank Branch Customer Service Representative 06/03 11/05

• Managed branch for 6 months while branch manager absent with Illness Consisting of 6 tellers and 1 head teller.

• Facilitate branch meetings.

• Perform loan closings and funding for home equity, personal and car loans.

• Complete monthly maintenance of bank security system.

• Perform branch traveler checks, safe and safety deposit box audits.

• Sell bank products and services.

Complete inventory of cash deliveries and exports.

Resolve escalated issues, reconcile Travelers checks.

Loan Accounting Processor III 07/02 06/03

• Service and support commercial loans via meetings and telephone.

• Reconcile, fund and maintain commercial loans.

•

Investigate loan discrepancies.

Wachovia Bank Card Services, Newcastle DE 07/88 12/01

Senior Accounting Clerk 10 99 12/01

• Reconcile general ledger and account discrepancies.

• Process credit/debit adjustments for credit cards.

• Work as staff member for company news letter.

Computer Microsoft word 2003/2007, excel 2007, Power Point, Active Directory, Winsql, Business Objects

Skills

EDUCATION Wesley College

University of Delaware, Supervisory Skills Certificate

Professional Staffing Business Training Center

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