Customer Service Analyst

Kathy M. Schneckloth

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

Council Bluffs, IA 51503

712-***-**** ( abl15t@r.postjobfree.com

SUMMARY

. Dedicated professional with excellent customer service and

communication skills.

. Productive in both team-based and self-managed projects.

. Extensive experience in all phases of application development life

cycle.

. Success enhancing existing systems with new features and performance

improvements.

. Confident in learning and using new technology.

PROFESSIONAL EXPERIENCE

MUTUAL OF OMAHA, Omaha NE, (1977-2010)

Systems Analyst 1998 - 2010

. Performed analysis, design, coding and implementation of applications.

. Worked closely with customers to define requirements and system goals.

. Created documentation to support system enhancements and procedures.

. Produced compliance reports that met customer and state requirements.

. Developed, maintained and provided training on Lotus Notes related

enhancements.

. Supported batch and online applications.

. Expertise in: COBOL, IMS, DB2, SQL and SAS and TSO.

Selected accomplishments:

. Increased production capacity of Medicare Supplemental claims by 231%

from 2002 to 2009 by adjusting how the claims were built and

streamlining the code.

. Automated compliance reporting by adding encryption functionality and

creating a process to send data electronically.

. Improved batch customer acceptance testing by adding code to link all

jobs and automating the process to contact the person on fire call

when a job terminated unsuccessfully.

Business Analyst / Quality & Project Analyst 1993 - 1998

. Partnered with IT and internal and external customers to define

processes and system goals.

. Indentified, developed, and evaluated alternatives to meet business

requirements.

. Performed customer acceptance testing and regression testing, as well

as post-installation testing and verification.

. Provided training to customers and peers on system enhancements and

business tools.

. Developed comprehensive functional specification documents and

training materials to support system enhancements.

. Strong experience with Microsoft Word, Microsoft Excel, Microsoft

Access and Microsoft PowerPoint.

Kathy M. Schneckloth Page 2

712-***-**** ( abl15t@r.postjobfree.com

Business Analyst / Quality & Project Analyst (continued)

Selected accomplishments:

. Reduced errors in LTD/LTC claims by 6% in a 12-month period by

creating state reports that identified trends and root causes.

. Increased efficiency of online field application entry by

identifying, and correcting, process issues though customer

acceptance and regression testing.

. Improved testing process by training 20+ Business Analyst and

Administration management in using the Test Plan Repository to

retain and organize test cases.

Claims Examiner - Individual Claims 1980 - 1993

Processed claims of all product types, reviewed high exposure claims, and

mentored new staff.

Claims Examiner - Medicare 1977 - 1980

Provided clerical support and processed Part A claims.

EDUCATION

Associate Degree in Applied Science

Iowa Western Community College, Council Bluffs, IA

PROFESSIONAL DEVELOPMENT

Lotus Notes Certified Developer

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