Customer Service Management

GAIL L. MAJOR

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

Rahway, NJ *****

Home :732-***-****

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

SUMMARY

Support professional with 15+ years experience providing Customer Service. Experience as a business analyst providing analytical support to user groups and liaison for development teams regarding system requirements with expertise in gathering, analyzing and defining business and functional requirements, creating flowcharts and reviewing databases for technology solutions.

Additional Experience:

Handled a wide variety of administrative tasks working effectively with all staff.

Database design, SQL queries, created & modified programs.

Strategic technology planning created custom solutions to resolve issues.

Gathered and assessed needs from internal business units, documented workflows.

Created functional specifications for use by development teams.

Production support, presentation skills, executed comprehensive training to users.

Worked with system job queues computer operations

TECHNICAL SKILLS

Certification Customer Service

Certificate Oracle Database Administrator

Applications Microsoft SQL, Oracle 9i, Microsoft Office 2003 2007, AS 400. HSP Health Solutions Plus

(Unifying the business of healthcare), NASCO, Lotus Notes

Systems Windows Xp, Vms, UNIX, lspf/Tso, Cms, Dos, Electronic

Transmittal Languages Visual Basic, JCL, COBAL, CICS, Progress, File Aid, SQL, Vender Utilities

PROFESSIONAL EXPERIENCE

Atlas Data Systems

Merck Pharmaceuticals Summit, NJ 09/2012 -12/2012

Records Management (Consultant)

Analyzed Quantitative data

Scanned documents to pdf files

Combined pdf files for database review

Data Management maintaining records

Robert Wood Johnson @ Rahway Hospital – Rahway, NJ

Medical Records Management Clerk (Volunteer) 9/2011 – 12/2012

Prepare charts for patients, pull Medical Records, and perform other duties as needed.

Maintain forms needed for the wound care treatment the patients will receive.

Communicate with management about concerns.

GAIL L. MAJOR

1706 Park Street

Rahway, NJ 07065

Home :732-***-****

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

Axelon Services Corporation

Horizon Blue Cross Blue Shield Newark, NJ 10/2010 – 02/2011

Data Analyst (Consultant)

Assisted in the set up of groups and benefits values in accordance with Health Care Reform

for health care billing

Maintained customer database used for health benefits and medical claims.

Qualcare Managed Health Care – Piscataway, NJ 8/2004 - 5/2010

Customer Service Representative / Enrollment Coordinator

Handled customer inquires, assisted members and providers regarding health benefits plans and medical claims

reimbursement.

Maintained a variety of in house applications utilized for member’s service.

Communicated with other dept about member’s concerns, claims and utilization management.

Updated database for member’s enrollment (Oracle).

NJ Transit used for Public Transportation – Newark, NJ 6/1998 – 8/2003

Support Business Analyst

Handled incoming calls from the counties responding to inquires resolving problems with there Data Table

and applications used for trip scheduling, introduced new trip scheduling software to users.

Managed end users testing activities.

Troubleshot and rectifies staff using peripherals.

Gathered and assessed needs from user groups.

Revised menu screens and modified data tables in accordance with specifications required to produce

reports and reset passwords.

EDUCATION

Microsoft Office 2003 2007

Customer Service Certified build rapport, listen, clarify and manages conversational flow.

Avtech Technology - Database Administrator working with Oracle 9I

NJ Transit Company

Sponsored courses Access, Managing multiple priorities, project deadlines, Custom System Administration.

Union County College

Computer Science Courses 21 credits

Middlesex County College CICS Programming

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