Customer Service Management

MONIKA LAMBA *** Brookline Ave, Apt#****,

Boston, MA 02215

Phone: 404-***-****

Email: ********@*****.***

PROFESSIONAL SUMMARY

AN ORGANIZED AND AN ENERGETIC PROFESSIONAL WITH 14 YEARS OF MULTITUDE

EXPERIENCE IN THE AREAS OF OFFICE MANAGEMENT, TECHNICAL SUPPORT, CUSTOMER

SERVICE, ADMINISTRATIVE, CLERICAL SUPPORT, HEALTHCARE INDUSTRY, INTERNET

RESEARCH AND APPLICATIONS. MANAGED A SMALL CONSULTING FIRM AND INCREASED

PROFIT LEVEL FROM 200K TO 800K IN TWO YEARS THROUGH MOTIVATING STRATEGIES.

PROFICIENT IN MICROSOFT OFFICE PROGRAMS AND USE OF DATABASE PROGRAMS.

Skill Summary

> Project Management

> Team Leadership

> Excellent Communication Skills

> Healthcare Industry

> Strong Analytical and problem solving skills.

> Goal oriented

> Learn fast and grasp on to new subjects

TECHNICAL EXPERIENCE

PROGRAMMING LANGUAGES: HTML, SQL,

Software/Databases: MS Office, Business Objects, Adobe Acrobat, Adobe

Photoshop, Visio Enterprise, MS Access, Outlook,

QuickBooks

Operating Systems: MS Windows, Ms DOS

Others: PBM systems, REX, ACT2000,

Methodologies: Case Management

PROFESSIONAL EXPERIENCE

MONISU UNIVERSAL SOLUTIONS, LLC BURLINGTON, VT JAN 07- MAY 10

Business Manager

. Responsible for designing projects for the company, advising the CEO

on new projects and provided detailed annual statistical analysis of

company's turnover.

. Increased the productivity of the company from 400K to 800K in 2009.

. Responsible for troubleshooting computer problems loading new software

and systems on existing office equipment and provided daily support

for any technical problems.

. Oversee Accounting and administrative part of the company.

. Used timesheet for tracking the working hours of the employees and

accordingly prepared the payroll of the employees.

. Responsible for the repair and maintenance of laptops, scanners,

printers and hardware

. Management of billing, scheduling, recruitment and legal paperwork.

Technologies: quickbooks, MS word, MS Excel, Adobe Acrobat, Outlook,

Bookkeeping, credential paperwork, scheduling, bookkeeping, Billing, client

support, Data entry, Technical support, invoicing.

University of Vermont, Burlington, VT Sep 06 - Dec 06

Administrative Assistant for Dept. of Transportation

. Performed day-to-day administrative tasks such as maintaining

information files and processing paperwork. Made flyers.

. Served as liaison with other departments and operating units in the

resolution of day-to-day administrative and operational problems.

Technologies: MS Word, MS Excel, administrative support,clerical support,

customer service

ACS (Affiliated Computer Services), Roswell, GA Sep 05 - Nov 05

Reporting Analyst/Business Objects administrator

. Team Lead for Standard Reporting department. Schedule and run daily,

weekly, monthly, quarterly and yearly standard reports.

. Ensure that the reports are generated, proofed and released to Account

Management on a consistent and accurate basis

. Research and identify internal reporting deliverables and identify

areas for changes and improvements.

. Serve as a primary point of contact for Account Management for

standard reporting.

Technologies: Business objects, MS Access, Ms Word, Ms excel, PBM, Case

management, Report management, client support, customer service

ACS (Affiliated Computer Services), Roswell, GA Oct 04 - Sep 05

Project Support Specialist/Business analyst

. Provided project management, administrative, financial and/or

engineering support and coordination to a complex contract, project or

task(s) or ACS unit.

. Served as ACS liaison to provider community and State Medicaid Area

Offices.

. Work with Area Medicaid Offices to implement Medicaid billing/policy

changes

. Opening tickets and assigning it to CCB.

. Once development is done do unit testing and regression testing.

Approve the code and allow it to be promoted to production. Follow up

with client to get their signoff.

. Provided on-site training for all newly enrolled providers and as-

needed refresher training of providers.

. Assist providers in resolving claims processing issues. Promote the

use of electronic claims submission by providers.

Technologies: Project management, MS Access, Ms Word, MsExcel, Data Entry,

PBM, Case management, Report management, client support, customer service

ACS (Affiliated Computer Services), Roswell, GA Oct 02 - Oct 04

Lock-in Coordinator/DUR Coordinator (Drug Utilization Review)

. Responsible for the design and maintenance of Responses databases,

Inventory database, 800-call log database, providers profiling

database.

. Run queries using Business Objects every month and help team with the

Intervention process

. Modified and upgraded database systems to suit company requirements.

. Track all the responses prepared monthly reports on 800-call log and

responses database

. Perform research using on-line database information and reference

materials

. Apply clinical criteria to request, and document the outcome in the

ACS mainframe environment.

.

Technologies: Business Objects, MS Access, Ms Word, Ms Excel, PBM, Data

entry, Case management, Report management, client support, customer

service, Administrative support

Diebold Election Systems, Atlanta, GA Oct 02 - Nov 02

Technical Support (contract position)

. Worked with the Secretary of State on a $64 million dollar contract,

as a County Tech for Rockdale county

. Upgraded the election systems to a new touch-screen technology via 449

Accuvote TS Machines and Optical Scanners.

. Responsible for L&A (Logic and Accuracy) testing and updating for

seven counties of the state.

Technologies: QA testing for Accuvote TS machines, Data entry, Techinical

support, customer service,

Franklin Cox Associates, Lithonia, GA Mar 02- Jul 02

Information Technology Intern

. Determined technical goals in consultation with top management and

made detailed plans for the accomplishment of these goals.

. Analyzed the computer and information needs of the organization and

helped determine personnel and equipment requirements.

Technologies: HTML, VISIO, ACT2000, Adobe Acrobat, MS Word, MS Excel, MS

Access, Marketing, Outlook, Customer service, administrative and clerical

support, Mass emailing, Technical support, Data entry

Kroger Pharmacy, Roswell, GA Oct 96 - Oct 02

Senior Pharmacy Technician

. Verify Medicaid and insurance coverage, computes patient's benefits

. Computes total bill showing amounts to be paid by insurance company

and by patient.

. Answer's patient's questions regarding prescriptions and insurance

coverage.

. Telephones, writes, or wires insurance company to verify patient's

coverage and to obtain information concerning extent of benefits.

. Enter patient's profiles in database management system of company's

REX software.

. Record invoices and inventory control in Customize Application.

. Customer service, handling customers concerns

Technologies: Nationally Certified Pharmacy Tech, Pharmacy tech license in

state of California, Customer service, REX software, Data Entry, Invoicing,

Co-pay Insurance coverage, Issues management

Berlitz Global Net, Washington, DC Sept 00 - Oct 03

Interpreter

. Freelance Interpreter for Department of Justice -: Languages: Hindi,

Urdu, Gujarati

Technologies: Bilingual, Interpret English to three different Indian

languages

EDUCATION

BACHELOR OF SCIENCE, COMPUTER INFORMATION SYSTEM

DeVry University Alpharetta, GA June 2002

Bachelor of Commerce: Accounting

Gujarat State University, Ahmedabad, India May 1996

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