Customer Service Six Sigma

CORY J. EWOLDT

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

**** ****** **

Hiawatha, IA 52233 (Home/Mobile) 319-***-****

Team-oriented professional with several years of financial, research and customer service experience.

Technically proficient in MS Office, Excel, Word, Powerpoint, Outlook, Visio and Business Objects.

PROFESSIONAL EXPERIENCE

Mercer Administration, Iowa City, IA 2010-Present

Global outsourcing business that helps world’s leading companies to more effectively manage their benefit

programs. Provides complete solutions for benefits outsourcing including administration for all health and

flexible benefits.

Business Process Auditor

Conduct research associated with insurance industry auditing best practices to recommend compliance measures

in key areas including data reporting, data integrity, and fraud prevention. Perform phone auditing to ensure

accuracy of information, protection of HIPPA compliance, and quality customer services are met. Assist and

facilitate external audits serving as liaison between external auditing team and internal solution.

• Successfully iniated internal audits around three processes in Treasury, Dependent Eligibility and Claims to

ensure quality controls were in place going forward.

• Built standard training template for all solutions within the business to document each process for internal

and external audits and for new hire use.

• Member of team that helped organize new upgrade of file storage on the server.

G.E. Capital, Cedar Rapids, Iowa 2002-2010

Customer Support Center for leasing services to businesses.

Property Tax Specialist- 2005-2010

Responsible for driving required activities including property tax refunds, audits and assessments to completion.

Ensure quality results from execution of audit controls in tax process. Actively work with operating centers to

maintain high customer focus.

• Recognized as the research backup and provided detailed analysis of reconciled taxes paid for tax audit

purposes.

• Primary contact for customers on escalated matters for property tax department. Required timely follow-up

with customers to ensure resolution.

• Key member of Lean workouts to simplify processes around various reports for the Property Tax team

including address location changes for assessor’s offices.

Research Specialist-2002-2005

Responsible for acting as key liaison between Collections and Customer Service to support shared performance

metrics; including task resolution and customer expectations.

• Managed all special projects on team; which resulted in improved productivity and customer satisfaction.

• Implemented new performance review process to promote a more goal oriented environment.

• Six Sigma Quality certified August 2004 and LEAN certified in July 2005.

• Co-led a six sigma project around amortizations leading to thousands in savings.

• Back up supervisor for Research Team handling process and workflow decisions and management .

McLeodUSA, Cedar Rapids, Iowa 1999-2002

Telecommunications provider of voice, data and internet services for residential and commercial services.

Field Dispatcher

Responsible for scheduling and routing technicians to respond to customer requests. Provide technical support

to the field and also internal departments. Coordinate with technicians via phone to pinpoint customer concerns

and complete customer repair orders to finalize invoicing to ensure customer quality.

• Maintained call out lists, summary reports and prepared schedules for next day appointments.

• Served as primary support for all Dispatch Department as called upon.

EDUCATION AND TRAINING

New Horizons Computer Learning Center, Hiawatha, Iowa

Completed A+ and Network+ classes.

Kirkwood Community College, Cedar Rapids, Iowa

Paralegal Studies/Liberal Arts

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