Customer Service Quality Assurance

Donna Wynn

**** ****** **** ***** ***** Mountain, GA 770-***-**** ******@***.***

SUMMARY

Eager to contribute highly applicable skills and knowledge in product knowledge,

technical, and customer support.

AN ACCOMPLISHED APPLICATION/CUSTOMER SUPPORT PROFESSIONAL

Education

GEORGIA STATE UNIVERSITY – ATLANTA, GA,

Bachelor of Science Degree

Key Technical Skills

Windows Vista, Windows XP, Windows NT, Windows 2003, Microsoft Office Suite,

Lotus Notes, Java, WebEx, Outlook, Internet Explorer, HTTP, HTML,POP, TCP/IP,

Telnet, SQL, Oracle, Java, proprietary software, Active Directory, Unix, Medisoft,

Lytec, Lytec MD, databases, PDA, router, modems, firewall, security software,

wireless, printers, laptops, installation, configuration, connectivity, networking,

detailed oriented, exceptional customer service skills, dynamic leadership skills,

Experience

McKesson Provider Technologies – Alpharetta, GA

EDI Support Specialist, (2008 to 2010) Devised technical troubleshooting within an

enterprise environment to include; support of physician medical billing software of Medisoft and

Lytec, installation and configuration of system and software. Support for clients to successfully

send claims to the designated clearinghouse. Clearinghouse to include Capario, Relay Health

and direct module transmission. Provided knowledge of claims format to include loop and

segments within rejections, EOB and ERA formats, ANSI 835,837, Troubleshooting of claims

report and all how to claims billing questions regarding the software. Strong knowledge of

TCP/IP and firewall configuration provided. Engaged and tracked Priority 1 issues, with

responsibility for the timely documentation, escalation, resolution and closure of trouble tickets.

Researched, organized and developed well written knowledge base articles for software issues,

submitted to the intranet, resulting in an increase in first call resolutions.

Exceeded issue resolution targets and achieved exemplary customer satisfaction scores,

regularly scoring between 95% 100% on all calls (outperforming average of 90%).

Sought out complex projects and completed deadlines in a timely manner.

Consistently met high service standards.

Managed the audit and compliance team for quality assurance.

Donna Wynn Page 1

Executed feedback and review for audit findings, reported verbally weekly in meeting for

management.

Formulated high quality stats report regularly for management in EXCEL database.

State Farm Mutual Johns Creek, GA

Insurance Support Center

Technical Support Rep (1999 2007) Expedited high quality first level product knowledge and technical

Support for 300+ end users to include support of various peripherals, testing and debugging software, network support configuration

and providing timely resolution of issue. Diagnosed remote access users’ issues to include wireless card usage, VPN, PDA, remote

setup and connection of agent’s laptops.

Successfully coordinated migration of old software, (Release 1) to new updated software

(Release 2) on 200+ systems.

Mediated and devised quality guidelines and procedures for the team.

Incorporated exceptional training guidelines for other reps in use of Claims applications and in

technical support network applied.

Systematically implemented new functionalities for current software for my team.

Attended and successfully completed several customer service classes for skill advancement.

State Farm Mutual Alpharetta, GA (Contractor to perm)

Insurance Support Center

Technical Support Rep (1998 1999) Expedited high quality first level product knowledge and technical

Support for 300+ end users to include support of various peripherals, testing and debugging software, network support configuration

and providing timely resolution of issue. Diagnosed remote access users’ issues to include wireless card usage, VPN, PDA, remote

setup and connection of agent’s laptops.

Association and Memberships

Member of TAG (Technology Association of Georgia)

Member of Toastmasters International

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