Quality Assurance Data

K. Nazneen Sultana

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

Louisville, KY 40299

Home 502-***-****

Cell 502-***-****

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

Summary:

Result oriented professional with eight years of experiences in a cross functional

environment to provide support in information technology by leading in identifying

operational issues, solve by creating reports to drive positive management performance.

Areas of expertise include:

• Operational analysis • Project Management

• People Development • New Process and Product Implementation

Education

Master’s in Business Administration

Webster University, St.Louis, MO (May, 2007)

Bachelor in Arts (Sociology)

University of Dhaka, Bangladesh

Work History

Warranty System Analyst II,

Cummins, Columbus, IN

August-13 to 03-28-2014(Project)

Attention to detail and quality of work for process improvement and excellent customer

support by:

Use reporting tools Discoverer (Oracle 10G) and Crystal Reports to summarize

operational performance and distribute to the executive team members

Audit warranty claims to validate submitted labor rates against contracts

including foreign exchange rates for South American dealers

Maintain Information Management System (IMS) by adding, editing, and

deleting data in tables

Grant security access to company’s warranty system applications to worldwide

distributors and dealers based on security level

Reporting Analyst,

Humana, Louisville, KY

04-02-11 to 10-10-2011

Research, document, and analyze multifaceted data with financial and clinical emphases.

Identify data trends, develop reports to solve problems and assist in presenting and

implementing recommendations and solutions. Utilize Excel and Access to analyze data

in an efficient and effective manner.

Develop, maintain Monthly Inventory Staffing model to project accurate

staffing

Prepare, analyze and reconcile weekly Default report for assigned teams by

line of business to control cash out flow

Prepare Monthly and Year to Date No Benefit Savings Reports by extracting

data from the system and submit it to the management team to identify and

rectify claim payments that are not coverage by company’s policy

Perform trend analysis for daily Gross Paid dollar amount on specific

criteria’s per business needs.

Quality Assurance Monitoring Specialist

08-01-10 to 03-18-11

Charter Communications, Louisville, KY

Identify data trends and enthusiastically manage the development of teams:

Work in partnership with operation supervisors, Work-Force and HR departments

to provide continuous support to improve performance metric’s for assigned team

members

Analyze, reconcile and prepare daily, monthly and year to date metrics report

Facilitate calibrations with local and cross sites supervisors along with managers

to ensure corporate policies, procedures and guidelines are followed.

Perform trend analysis of incoming calls to pinpoint the exceptional concerns of

the team -members having issues with for proper resolutions

Monitor, evaluate calls and schedule coaching sessions for team-members to

succeed in their current role using Monitoring tool Witness and RTA a Workforce

Management System.

.

High Speed Data Specialist Lead

03/26/07-08-01-10

Charter Communications, Louisville, KY

Educate internal and external customers to clarify company’s policies and

guidelines for better outcomes

Research, analyze and reconcile customer’s complaints to resolve technical and

billing related issues

Facilitate mentoring program to develop training and nesting curriculum

to increase retention

Perform trend analysis of incoming calls to identify common issues and route

those calls to the appropriate departments for proper resolutions

Perform advanced trouble shooting on connectivity, networking and firewall

related issues

Appriss Data Network Analyst (PT)

04/05/09- 09-12-09

Appriss Inc. Louisville, KY

Analyze and reconcile VINE (Victim Information Notification Everyday) data

against clients provided data to identify missing information and take appropriate

actions,

Maintain Justice Exchange/Meth Check databases to support different agencies

and vendors.

Perform system-check.

High Speed Data Specialist

11/06/04-03/24/07

Charter Communications, Louisville, KY

Provide technical support for internet connectivity by using internal and external

on-line tools

Help customers creating emails that are provided by third party vendors such as

Outlook and Charter’s web based email

Resolved problems by identifying issues with correcting settings on web browsers

and hardware problems by reconfiguring modem and routers

Provided support to customers to building web pages, maintained and upgraded

customers' information on radius server

Additional Skills

Microsoft Office: advance user of Excel, Access and PowerPoint

Working experience on different reporting tools, such as Crystal Reports,

Discoverer and SQL

Maintain IMS Database, Lotus Notes, Linux Operating System

Years of working experience on ICOMS and CSG billing system

SPSS (statistical software to analyze and manipulate data), familiar with Kronos

System.

Environment: Win2008, Win2004, Win2000, Win NT, Win XP, Win98, Macintosh

Reference: Upon Request

Language

Multi Lingual

Bengali, English, Hindi

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