Raven Marlow

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

Kennesaw, Ga 30144

678-***-****

acd4hj@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

. Extensive Knowledge of government software (PEGA workflow, entry tracking systems etc.)

. Extensive experience working with Microsoft operating systems 98/2K/XP and Microsoft Office Suite

including Word, Excel, PowerPoint, Access, Publisher, NetMeeting, Outlook, Internet Explorer, Visio,

Project, Windows 7/8

Ability to present data and ideas in an organized, understandable format

. Working knowledge of office hardware including PC’s, Scanners, Printers, Fax Machines etc

. Extensive experience with WIFI, Routing, Ethernet, Windows, Lunix, Oracle

.Knowledge of voice and data services including working with T1’s and T3’S

.Extensive knowledge with use of Avaya phone systems

.Extensive knowledge of mobile hardware and software including, iPhone, Android and Blackberry

Problem solving and critical thinking skills

Research, data collection, analysis, and reporting skills

. Professional and Detail-oriented with proven ability to reach goals

. Pleasant demeanor with interpersonal and relationship building skills

. Strong organizational and analytical skills

. Ability to multi-task as well as meet deadlines

Skills Inventory

Operating Systems/ All Windows operating systems, Microsoft

System Software Word, Excel, WordPerfect, Power Point,etc

Work Experience

J.R. Crickets, Atlanta,Ga

Bartender

.setting up and breaking down bar and keeping daily liquor count

.preparing and serving food and drinks to customers

.completing cash and credit card transactions

Maricom Systems, Inc., Baltimore, MD

Help Desk Support/ CSR

July 2010- July 2012

Respond to all initial ACD calls (interactions) received from

Plan Sponsors, as well as questions/problems (interactions) submitted electronically.

Validate all callers in compliance with HIPAA guidelines and practices.

Ensure that each interaction is immediately logged into the

PEGA Workflow Manager Interaction tracking system

Provide resolution and a response to the customer, within the specified service level timeframe, to

communicate the status of the problem and the actions being taken, or escalate to the proper department

. Conform to policies and procedures established by the

Department of Health and

Human Services (HHS) as they are made available

Manage workload to ensure that each interaction is resolved in a timely manner and that the highest

priority calls are promptly attended to

Utilize Microsoft desktop products such as Outlook, Access,

Word and Excel to perform research, documentation and resolution, in addition to the Entry Ticketing

System (ETS).

.Trouble shooting and solving issues with entry access for government clients

.Provided phone support for computer hardware

Strategic Debt Solutions, Columbia, MD

CSR/ Quality Assurance Analyst, November, 2008- June 2010

- Inbound and Outbound customer services calls.

- Negotiating collection accounts with various creditors.

- Debt Settlement, Quality Assurance.

- Assisted customers with setting up payment dates and choosing payment

options

- Assisted with administrative duties as well.

_Assisted with customer billing

Adecco, Atlanta, GA

CSR - October,2007 - September, 2008

Customer Service Representative, Project with Maximus Inc. for the state of South Carolina Medicaid in

a call center atmosphere

- Assisted customers with enrolling into Medicaid health care plans

- Taking inbound as well as making outbound calls to ensure customers were knowledgeable in regards to

their choices in health plans and services

- Completed educational follow- up phone calls informed customers of proper health habits

- Answered escalated and overflow calls from the Georgia Medicaid program

Education

. Kaplan University, 2008-2010 credits toward B.A. in Journalism

.Currently pursuing a B.A. in Creative Writing at Full Sail University

Anticipated graduation date June 2014

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