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Customer Service Analyst

Location:
Columbus, OH
Posted:
March 12, 2019

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Resume:

ac8rdh@r.postjobfree.com 614-***-**** **** Northridge Rd, COLUMBUS, Ohio 43224

PROFESSIONAL SUMMARY

Qualified professional with over 15 years of experience in customer service and IT environment focused on insurance company needs. Personable and professional under pressure.

Acquired a clear understanding of the industry, customer/client's success factors with the distinction of instituting solutions and new practices to achieve business excellence.

Possesses a strong sense of purpose and holds the highest degrees of ethics, honesty, and integrity. Adaptable and flexible. Capable of handling day to day task with great competency while holding the objectives of the overall vision.

Team player and self-starter with excellent communication skills, project planning, and interpersonal skills with proven ability to communicate, negotiate, relate, and coordinate with a wide range of personalities. I am able to join any team and work together to reach the goals.

WORK HISTORY

Ebix, Inc. Grove City, OH

Senior Product Support Analyst 11/2010 - Current

Responsible for researching technical issues for various web based applications with end users and development teams.

Interacts with clients to review and resolve operational issues as well as implement new processes and procedure changes.

Actively resolves technical cases that require 2nd or 3rd level support.

Coordinates client migrations from legacy applications to current applications including application set up, SFTP set up, data migration and continued monitoring.

Explains all aspects of the EDI services to clients, focusing on the recommended implementation and migration approach.

Meets the business needs and the complexity of new projects, system enhancements, and trading partner activities.

Manages product quality to guarantee compliance with Bureau of Workers Compensation and IAIABC regulations.

Executes testing with states and various systems performance integration and ad-hoc test cases according to approved test plans and testing schedule.

Generates monthly billing reports and resolves disputed invoices.

Directs training for business users to maximize productivity.

Trains and mentors new hires to better improve the competency and efficiency of all staff.

Nationwide Mutual Insurance Company. Dublin, OH

Analyst, IT QA/Testing 10/2008 - 06/2009

Worked as part of a development team participating in the complete product development life cycle and launch of claims handling applications.

Wrote protocols, qualification documents, test plans and test reports for quality assurance purposes.

Performed in-depth testing of completed software, including continuity and high potential isolation testing

Provided continued maintenance of bug fixes and patch sets for existing web applications.

Mentored junior analyst and new hires to better improve the competency and efficiency of all staff.

Nationwide Mutual Insurance Company. Dublin, OH

Systems Analyst 05/2003 - 11/2008

Analyzed business processes and applications as part of implementing technological solutions for claims reporting/processing within the Property/Casualty organization.

Formulated scope, evaluates design alternatives, and recommends technical solutions to complex business problems.

Gathered requirements and performed gap analysis through design workshops with users.

Assessed, defined and document scope of projects.

Wrote protocols, qualification documents, test plans and test reports for quality assurance purposes.

Defined and prepares system/IT requirements and technical specifications from which intricate and sophisticated programs will be written.

Performed system analysis, documentation, testing, implementation and user support for platform transitions.

Facilitated team status meetings, and trains new employees/contractors.

Considered subject matter expert for agency claims and call center reporting.

Served as Lead Analyst for several Top-10 Projects and Current Production Environment releases.

Frequently selected to serve on new development efforts and quality improvement initiatives.

Nationwide Mutual Insurance Company. Dublin, OH

Claims Service Representative 10/1998 - 05/2003

Provided primary customer support to internal and external customers in a fast-paced environment.

Investigated, expedited, and resolved customer inquiries, including complaints and fraud reporting.

Completed loss reports, validated coverage, and made assignments for several products including: Workers Compensation, Commercial, Personal Property and Personal Auto.

SKILLS

Analyst

Customer Service

Creative problem solving

Good listening skills

Staff education and training

EDI

CRM

Bugzilla

Basic SQL

Various File formats (Flat file, XML)

EDUCATION

Ohio Dominican University

2003

Bachelor of Arts: English/Literature

Columbus State Community College

1999

Associate of Arts

Victoria Perkins



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