Customer Service Technical Support

ALICIA L. MORGAN

Business Analyst

***************@*******.*** - 206-***-****

Business Analyst with over 5 years of experience supporting business solutions and analyzing business operations. Seeking opportunities that will allow me the opportunity to showcase my strong organizational skills, communication and analytical skills that will serve as an asset to your company’s business needs. Pursuing a BS in Information Systems and Technology.

PROGRAMMING LANGUAGES / SOFTWARE COMPETENCIES

Case Complete

Visio

Microsoft Office

Power Bi Solutions

Python

Visual Studio 2015

SSRS Reporting & Tableau

Active Directory/ Exchange Management Console

SKILLS

Documentation & Specification Skills

Visual Modeling

Facilitation & Elicitation Skills

Utilization of Project & Defect Management Tools

Data Analysis & Visualization

Relationship Building

Communication Skills

Agile & Waterfall Methodologies (Intermediate)

Critical Thinking and Problem Solving

EDUCATION/ CERTIFICATES ACHIEVED

BS Information Systems & Technology UW Tacoma – Tacoma 2017-present

AAS Information Systems & technology Bellevue College- Bellevue 2015-2017

Business Analyst Certificate of Achievement Bellevue College- Bellevue 2017

.Net Programming Certificate of Achievement Bellevue College - Bellevue 2017

WORK EXPERIENCE

Business Analyst

Self Employed - Seattle, WA - July 2010 to April 2017

Contracted to provide Business Analyst support for small business projects, which include preparation of contracts, reports, and all business correspondence

•Elicitation of business document requirements, definition of scope and business objectives, and formulates systems to parallel overall business needs.

•Direct communication with stakeholders.

•Formulation and delivery of all business proposals and meeting materials, such as press packets

•Solicitation of customer feedback through several social media and marketing channels.

•Exercised conflict management through problem solving techniques.

•Creation of Feasibility Reports detailing business solutions.

•Project Management: event coordination/management from concept to completion.

•Calendar management (Outlook) for a staff of 5.

•Processing all accounts receivables and accounts payable.

•Responsible for organizing and maintaining outlook lists & excel spreadsheets for quarterly newsletter.

Technical Support Agent

A Place For Mom - Seattle, WA - April 2016 to present

As a Technical Support Agent my responsibilities include providing Tier I & II internal tech support for 750+ users.

•Performs root cause analysis and makes recommendations toward long term resolutions.

•Consistent evaluation and recommendations of new end-user technologies as well IT tools.

•Documents and gathers requirements for several departments (SalesOps, TechOps, Finance) for enhancement of CRM tool.

•Provides training sessions to local and remote end users.

•Apply use of related tools, and participate in related project work.

•Documented system functional resolution measures regarding end- user’s issues.

•Documenting user stories regarding feedback on CRM software scheduled upgrades and hotfixes..

•Analyzes current departmental processes for improved departmental processes.

•Performs system functionality test.

•Responsible for weekly account creations and new hire laptop configuration for incoming classes.

Microsoft/Weyerhaeuser Client Services Specialist

Premera Blue Cross WA & AK - Mountlake Terrace, WA - October 2008 to July 2009

Accountable for phone based customer service in the course of providing first call and/or email resolution, as well as caller education, through clear and accurate exchange of information

•Multi-tasking: keyboarding while researching, following-up, resolving and documenting issues with each customer via navigation between multiple systems and online tools.

•Provided timely follow-up on pending help ticket items and routed incoming paperwork to correct for completion.

•Established a thorough understanding of medical terms and communicated terms to members

•Conducted routine research with complete understanding and knowledge of medical, pharmacy, and Blue Cross Blue Shield Association guidelines and policies.

Patients Financial Accounts Specialist

Children s Hospital OC - Orange, CA - October 2000 to September 2005

Ensured scrubbed claims were sent to insurance carriers within deadlines and responses from insurance carriers for services provided were resolved quickly to optimize CHOC's revenue generation and cash flow

•Responsible for all account billing and collection process according to insurance contracts.

•Collection of co-pay s and deductibles at the earliest possible time.

•Evaluated and analyzed patients account routinely in order to determine responsibility for payment.

•Informed supervisor of any problems or changes in payer requirement and exercised independent judgment to analyze and report repetitive denials so that corrective measures were taken

•Ensured all insurance liabilities were accurately calculated in PROFIT based on the current contract terms/rates

•Maintained a positive working relationship with third party vendors, patients, insurance companies, government entities, clinical personnel, management and other staff Customer Service

Customer Service Representative/Call Center

Randstad TDSI - Pleasanton, CA - May 2005 to July 2005

Verification and processing of new orders for DSL line sharing for new and existing CLEC business and residential owners

PROFESSIONAL AFFILIATIONS

Phi Theta Kappa

March 2016- Present

Phi Theta Kappa, a international honor society whose purpose shall be to recognize and encourage scholarship among two-year college students.

International Institute of Business Analysis (iiba.org)

April 2017- Present

IIBA® is the non-profit professional association dedicated to the field of business analysis. Through a global network, IIBA connects over 29,000+ Members and more than 300 Corporate Members and 120 Chapters. As the voice of the business analysis community, IIBA supports the recognition of the profession and discipline and works to maintain the global standard for the practices and certification.

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