Customer Service Data

COLEEN R. (FLEMING) ROBINSON

*** ***** **, ******* ******, IA 51503 • 402-***-**** • *******************@*****.***

PROFILE OF QUALIFICATIONS

Exceptional computer professional with over 13 years experience in analyzing, identifying, debugging,

testing and correcting errors in existing programs and developing new programs to support end-users in

driving business results. Strong skill set in working effectively with other team members and independently

to achieve business objectives. Adaptable individual with superior skill set in programming in Microsoft

SQL 2005, SSIS, RPGII, RPGIII, and COBOL as well as analyzing, organization, customer relations,

communication, multi-tasking and problem solving. Known for being hard-working; reliable; detail-oriented;

quality and deadline driven; and always bringing a positive attitude to the workplace.

TECHNICAL SKILLS

Proficient in:

• Crystal Reports, Clarity and SharePoint

• Microsoft SQL 2005/SSIS Stored Procedures / DB Design / ETL data migration

• COBOL

• RPG II

• RPGIII-AS/400-CL

• Microsoft Access, Excel, Word, Power Point, Windows 7/8/XP and Office 2008 and 2010

• Also familiar with C# using Microsoft.NET Framework 4 and SSIS

KEY ACCOMPLISHMENTS

• Saved over 25% of premium loss by creating application that read electronic premium payments

and converted them to the mainframe system, applied then to insured’s account and posted them

to the accounting system.

• Created new and updated existing programs in order to successfully sustain system functionality

through Y2K transition which allowed over 95% system conversion for initial go-live.

• Wrote programs in order to successfully migrate data from mainframe into Crystal Reports which

was then used for actuarial, accounting, agency and policy holder services. Used Crystal Report

Writer to design and program end-user reports, then trained users to access and read reports.

This resulted in increased accuracy of data, efficiency in speed of data availability and increased

efficiency of valuable employee work time.

• Have become an expert in short amount of time at various applications and programming

languages through some formal training, but mostly via on the job learning, self-taught and

additional study outside of work hours. Success at this has been demonstrated by independent

work assignments, additional new assignments, increased salary and promotions.

PROFESSIONAL EXPERIENCE

Diversified Solutions (Contracted at OPS) 2014

Omaha, NE

Technology Specialist

• Support transportation computer programs and web applications.

• Support servers.

• Run SQL queries, worklists and reports in Edulog.

• Verify data files and update files as needed.

G4S (Contracted at Google) 2013

Council Bluffs, IA

Upscale Security Officer

• Perform foot and vehicle patrols of designated area.

• Permit authorized persons to enter property and monitors entrances and exits.

• Provide assistance to customers, employees and visitors in a courteous and professional manner.

Coleen R. (Fleming) Robinson Page Two

Coleen R. (Fleming) Robinson Page Two

Fill R Up, Inc 2013

Council Bluffs, IA

Cashier

• Received and processed payments by cash, check, credit card and automatic debit.

• Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that

there is adequate change.

• Provide excellent customer service in a courteous and professional manner.

Experis (Contracted with First Data Resources) 2012- 2013

Omaha, Nebraska

Project Management Reports Analyst

• Manipulate data from Clarity and SharePoint into Excel spreadsheets for management staff.

• Evaluate capacity and report recommendations for team members.

• Audit and review all artifacts and process review to establish guidelines for best practices for all projects over

1,000 hours.

• Work with Project Managers and their Supervisors to ensure proper documentation is maintained within

SharePoint web site and Clarity Project Management software.

• Ensure projects are meeting milestones and review get well plans for projects that are not meeting

milestones.

• Review and coordinate with Project Managers to ensure they meet the SDLC metrics in place in

the PMO.

• Review and Audit Data sets from Clarity and SharePoint to create reports for use by team

members and executive management.

• Determine the correct data sets for collation and compare to determine accuracy of data.

• Review Business Processes to ensure proper data sets reviewed.

Harmony Court Independent Living Center 2011-2012

Council Bluffs, Iowa

Administrative Assistant/Computer support

• Elicited and analyzed requirements to meet the needs of the business users.

• Participate in database design / creation based on business requirements gathered by

stakeholders.

• Provide support in getting database tested, up and running in Tigerpaw.

• Validate data sets in Tigerpaw database to ensure accuracy.

• Prepare database for ETL functions, ensure data integrity before execution.

• Manipulate data from the Tigerpaw database into Excel spreadsheets for management staff.

• Manipulate data from Excel spreadsheets to be downloaded into the Tigerpaw database.

• Customize and manipulate the Tigerpaw database.

• Provide computer support for all staff including downloading software for their systems.

• Customize the database and export data into Excel spreadsheets.

• Provided administrative services to management team.

• Prepare monthly billing statements and bi-monthly time card statements.

American Enterprise Group 1999-2011

(Formerly Ceres Group, Inc., formerly Continental General Insurance)

Omaha, Nebraska

Developer/Analyst (2007-2011)

• Expedited program development by consulting with managerial and technical personnel to identify

customer needs, clarify program intent, identify problems, and suggest changes. Resulted in

increased premiums, agent retention, accuracy in accounts receivable and overall customer loyalty.

Coleen R. (Fleming) Robinson Page Two

• Coordinated, design, implement and managed unit, integration, system and user acceptance

testing for enterprise level projects. Develop detailed testing strategy to ensure end user

expectations are met.

• Achieved over 98% accuracy in computer applications by locating, identifying and correcting

coding.

• Supported internal and external audits by developing SQL queries and SSIS packages to provide

data for multiple areas; used for compliance, actuarial, and rating agencies.

• Various SQL ETL queries to ensure proper data set utilized, validated and executed.

• Reviewed, analyzed, compiled and wrote documentation of existing programs, including any

subsequent revisions, providing explanation and instructions for use of program in order to ensure

business continuity and efficient transition between programmers.

Programmer (1999-2007)

• Ensured continued business operations through HIPAA privacy law compliance by creating new

programs and updating existing programs that created security verification prior to allowing access

to agent account information and individual policyholder information.

• Accountable to write, update and maintain computer programs that enabled new policyholder

accounts; supported customer service by storing, retrieving and reporting on policyholder data; and

supported agent sales and marketing operations.

• Saved over 25% of premium loss by creating application that read electronic premium payments

and converted them to the mainframe system, applied then to insured’s account and posted them

to the accounting system.

• Tested, maintained and monitored computer programs and systems, including installation of

programs.

Appleton Electric 1997-1999

Columbus, Nebraska

Sr. Programmer (7/1998-7/1999)

• Wrote, analyzed, reviewed and updated programs applying knowledge of computer capabilities,

subject matter, and symbolic logic.

• Performed, repaired and expanded existing programs to increase efficiency of report to adapt to

new requirements.

• Ensured business results by continuous review and revisions as needed to ensure program

accuracy.

Jr. Programmer (1/1998-7/1998)

• Developed and maintained programs to produce reports used to maintain exceptional quality and

quantity of production runs.

• Conducted trial runs of programs and software applications to allow reviews and revisions to

ensure ongoing accurate position descriptions and requirements.

• Conferred with internal clients to ensure business needs met and customer satisfaction.

IT Manager Assistant (11/1997-1/1998)

• Maintained and developed Word documents and Excel spreadsheets for IT manager.

• Assisted programmers in reviewing data and reports to provide users with desired results.

• Organized job requests for programmers.

• Took the initiative to learn RPGIII to advance to programming position.

EDUCATION

B.S., Broadcast Communications, with Computer Science minor, Wayne State College, Wayne,

Nebraska

New Horizons Computer Learning Center, Omaha, Nebraska

Programming with C# using Microsoft.NET Framework 4 and Querying and Processing SQL data

Coleen R. (Fleming) Robinson Page Two

ITT Tech, Omaha, Nebraska

Working towards Associates Degree in Network Systems Administration and Bachelor’s Degree in

Software Applications Development

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