Customer Service Management

Summary of Qualifications

Proficient in researching, analyzing, and interpreting data. Experienced

in computer programming, customer service, help desk support, and other

areas within the Information Technology field. Basic software engineering

skills. Technical document and grant writing. Over ten years of Customer

Service and Data Entry experience with Virginia State Government and other

organizations. Excellent time management skills. Familiar with technology

based project management, design, human computer interface (HCI)

techniques, WWW user survey results, Dynamic web page creation, and

Semantic Web. Able to write and implement CGI scripts, Oracle Developer

Forms, C++ syntax and semantics. Possesses principles of design and basic

software engineering skills. Adept at Web programming and Web document

publishing (including HTML and Cascading Style Sheets). Competent in using

Internet design and communication protocols (including: TCP/IP, FTP, HTTP,

SMTP), telnet, netiquette, copyright, spam, computer viruses, cookies and

security. Hands on experience with database design and maintenance.

Familiar with UNIX (with emphasis on UNIX, Linux, and related

environments), Command line shells, files and directories. Management

skills acquired through education.

Education

Old Dominion University - Norfolk, Virginia 2010

Bachelor of Science in Computer Science

. Courses completed include Intro to Software Engineering, Computational

Methods and Software, Operating Systems, Discrete Structures, C ++

Programming, Advanced C++ Programming with STL, Software Engineering,

Professional Work Force Development( IT Project Management I & II),

Intro to Theoretical Computer Science, Introduction to Networking,

Object Oriented Programming Design, UNIX for programmers, and

Computers in Society.

Professional Experience

wellpoint- Richmond, Virginia

2010-present

Customer Service Representative

. Provides customer service for inbound telephone calls or paper and

electronic claims from members and providers

. Researches, analyzes and uses problem solving skills to solve benefit

issues for members, providers, group administrators and brokers

. Applies knowledge of policies and procedures, products and

legislation to handle customer issues.

. Accesses and updates various soft wares to provide accurate

information to customers about benefits or information

VA Department of motor vehicles - Richmond, Virginia 2004-2009

Program Support Specialist III/Help Desk Specialist

. Provided help desk, customer service and technical support to Online

Dealerships

. Sorted and mailed titles to lien holders, monitored electronic lien

transactions, processed title applications, and reviewed dealer and

vendor summary reports to ensure correct fund transfer amounts.

Processed deposits.

. Issued titles, calculated refunds and adjusted sales and use taxes

. Performed and documented audits of Online Dealerships in Virginia and

Maryland

. Accessed and updated automated systems

. Prepared work to be imaged/microfilmed

. Wrote procedures/updated office procedure manuals

. Created/updated employee reports/production spreadsheets

. Trained employees on the procedures and functions of the work center

VA Department of motor vehicles - Richmond, Virginia 2003-2004

Customer Support Specialist

. Interpreted and explained complex state laws and regulations to

customers

. Explained and applied complex rules, policies, and procedures

. Processed registrations and letters of clearance

. Collected credit card compliance fees over the phone

. Strong customer service skills, the ability to multitask and adapt

quickly to change

Trailblazer Health - Richmond, Virginia 2002-2003

Optical Character Recognition (OCR) Clerk

. Proofread and corrected Medicare Part B insurance claims

. Corrected billing code errors

VA Department of motor vehicles - Richmond, Virginia 2001-2002

Customer Service Technician

. Informed customers of legal requirements in order to obtain

identification, and ensured that documents presented met requirements

. Handled cash, Titling/Registering Vehicles, Administering Tests, and

Issuing Licenses and Decals

. Strong customer service skills, time management, ability to multitask

and adapt quickly to change

Department of Defense Supply Center - Richmond, Virginia 1997-1999

Clerk/Typist

. Researched orders of various airplane parts for Department of Defense

Aviation projects

. Provided Data Entry, filing and Xeroxing assistance as required

. Performed receptionist duties, such as answering phones

Specialized Training

Hardware: Hewlett-Packard (Unix Platform), IBM PC, MAC Laptop,

various scanners and barcode printers to include

Intermec, Janus, Symbol, and Zebra.

Software: Microsoft Excel, Word, PowerPoint, Access, Outlook,

Visio, Front Page, FoxPro, Visual Basic and Project,

.Net, X-Win32, Cygwin, Putty, Telnet, Snag it 32, Smart

Draw 5.02

Database: Oracle 7, 8, 9i, SQLPLUS, MS Access.

Operating MS-DOS, Windows 95, 98, 00, NT, XP, Unix - HP-UX and SUN

Systems: Solaris

References

Provided Upon Request

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