Management Customer Service

Thomas a. abt

*** **. ****** **. ********** PA **223 Phone: 412-***-**** ********@*****.***

Objective

My goal is to obtain a position in which I may combine my education and work experience to be a valuable contributor to a team and organization. I hope to continue to expand my knowledge of systems, processes, and applications in order to improve my current methods for data management and analyzation.

Expertise Highlights

Database Design & Management

Testing/Scripting/Documentation

Data/Business/Systems Analysis

SQL Queries

Oil and Gas Industry Knowledge

Reporting/Analytics (Tableau and other platforms)

Testing/Scripting/Documentation

Technical Writing (Manuals/System Specs)

Experienced with Well Completions

Healthcare Knowledge

Education:

ROBERT MORRIS UNIVERSITY– PITTSBURGH, PA

-Bachelor of Science in Professional Communications/Info System (BSPCIS), 2010

Professional Experience

Staffmark –Allegheny Health Network 06/2016– 9/2016

Reconsolidation of data through system conversions.

Key Results:

Identify deficiencies in data pulls.

Use data pulls to create metrics dashboard to be used by upper as management. As well as produce a deliverable report to be delivered to other operations area.

Worked within the ACA individual market and small group business

Staffmark -Lead Data Analyst – Highmark Blue Cross Blue Shield 06/2016– 7/2016

Consulting position to consolidate data files to post to Tableau dashboard

Key Results:

Identify deficiencies in data pulls.

Use data pulls to create metrics dashboard to be used by upper management. As well as produce a deliverable report to be delivered to other operations area.

Worked within the ACA individual market and small group business

Provided effective Tableau dashboard and report based on consolidated data summaries within 1 month of contract working with the management of a recently created department.

Cornerstone Consulting: (Gateway Health) BUSINESS ANALYST – Pittsburgh, PA 12/2015 – 2/2016

Worked with health care management to identify risk factors and potential candidates for additional managed care.

Key Results:

Reported findings for gaps in coverage for Medicaid and Medicare members using SAS Enterprise Guide and SQL

Used the results to identify candidates for additional managed care based on risk factors.

Seneca Resources – McCandless, PA 8/2011 – 9/2015

Lead Technician-Operations

Assign projects to the most qualified technician

Provide assistance to the technicians to ensure projects are completed and accurate

Work with management to determine if improvements can be made to processes

Identify data management solutions to allow for self-service reporting

Develop and maintained an organized data store for completions data

Provide completions reports to engineers and upper management

Provide completions reports to engineers and upper management

Assist Engineers with analysis of completions data

Provide budget and cost forecasts

Working in operations I would gather business requirements based on the end users need.

Summary:

Started employment at Seneca Resources as a completions engineering tech and took on the responsibilities of production tech. Following the consolidation of the engineering techs I was promoted to Lead Engineering Tech, which included hiring and managing new engineering techs.

Blue Cross Blue Shield – Pittsburgh, PA - Operations Decision Support Consultant5/2001 – 8/2011

Advanced to Operational Decision Support Consultant through ability to create large data stores and use this data in the creation of metrics and inventory reporting. Much of the success in this position is due to the ability to work within project teams and provide accurate results and meet project deadlines.

Key Results:

Develop forecast models based on established metrics

Provide additional analytic packages for established metrics in order to determine drivers outside range of expectations and propose procedural improvements

Coordinate the creation of operational data stores for reporting and analytics

Provide trend analysis and forecasting to business areas to address necessary staffing needs and inventory impacts

Coordination of new group implementation

Departmental volume and metrics reporting using different SQL tools

Create and maintain departmental web pages

Coordinate Audits, produce trending reports, and improvement processes

Responsible for business continuity planning, including pandemic and site outage planning.

Responsible for the development and delivery of training and assistance to staff

Metrics and inventory report creation and delivery

Providing immediate support to the adjustment staff

Responsible for the preparation of unit documentation and procedural formatting

Testing new versions of MS Office in addition to claims processing testing when Highmark moved to a new claims processing system (OSCAR).

Used Cognos Impromptu and Cognos Web reporter to provide reports to operations departments

Assisted in the conversion of Impromptu reports to Cognos Web Reporter

Summary

Started at Highmark as a customer service representative and moved to a claims adjustment position. Following my position as a claims adjuster I worked as a quality analyst before moving to a business analyst role and finally ending in the role of Operations Decision Support Consultant.

Technology Summary:

Applications:

Microsoft Office: (Access, Word, Excel, Access, PowerPoint, Visio), Cognos, SAS, SQL, Dreamweaver, Qlikview, Wellview, SharePoint, OFM, Wellspring (Enersight), Tableau

Languages:

C, C++, SQL, BASIC, HTML, VBA, and limited Java

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