Customer Service Microsoft Office

** ********* ***** **** ********, CT ***** 860-***-**** *******@*****.***

A well-organized professional with effective time management skills and a sensitivity and focus on quality and deadlines. Self-motivated and can work independently in a fast paced environment with minimal supervision.

Strong ability to develop and maintain professional relationships with internal and external contacts.

Effective knowledge of Microsoft office products, Word, Excel and DB2. Thorough knowledge of all Aetna Inc. traditional products, as well as internal supporting systems (ACAS, EPDB, DMD, EWM, CCI, AAS, & MSW)

AETNA, INC : Hartford, CT April 2003 – Aug. 2014

Application Support Analyst

Performed analysis to assess root cause of moderately complex customer issues for reported system defects and control deficiencies found from system audits. This included the recreating of the problem, managing to closure and working through multiple interfaces with other systems within a single business unit.

Provided day to day support to maintain simple-to-complex operating parameters to insure they work properly and to quickly fix any identified defects.

Determined root cause analysis of system issues.

Ran queries in DB2 to update member information in the SPARKS ( Spending Account Record Keeping System)

Performed financial transfers for new business to transfer to Aetna’s medical system (re-defining dollars to the correct deductible, coins and lifetime dollar buckets which were sent by previous insurance company. Assisted with financial fixes to correctly display dollars in member’s history online.

Assisted table maintenance team to input codes for system to read correct medical & dental codes for auto- judication

AETNA, INC : Middletown, CT Nov. 1998 – March 2003

Application Help Desk Analyst

Performed root cause analysis in order to correct system, plan, and process issues as reported for ACAS and EWM systems. Analyzed incoming issues for trends and user errors using multiple systems and back-end system logic to determine root cause and fix within prescribed TAT.

Supported system releases by reviewing incoming errors for impact resulting from newly implemented SR's.

Attended training sessions and assimilated new processing instructions, as needed to maintain system and claim knowledge for accurate issue review.

Created workflows and workarounds for departmental cooperation and end user needs. Provided documentation for such communication to field offices, interdependent departments, and online reference applications.

Provided quality customer service skills in ever changing environment, escalating urgent issues per priority guidelines and customer requests. Served as liaison between level 2 and level 3 personnel, prioritizing according to business needs, as set by corporate directive.

AETNA, INC : Windsor, CT April 1997 – Oct. 1998

Claims Benefits Specialist

Processed traditional products according to all regulations and claim guidelines at TOPS levels, while maintaining quality standards.

Supported new processing instructions, legislative changes, and business requirements during high volume claim intake period, providing overtime support as requested.

Applied strong interpersonal and organizational skills to maintain unit metrics and overall performance.

Manchester Community College :

1988 Associates Degree in Real Estate Management

1987 Associates Degree in Marketing

Community Service :

Volunteered for United Way annually for 15 years and developed relationship with the MARC Agency (People with Developmental and intellectual disabilities) and in 2011 won the agency’s Volunteer of the Year Award for 2011

Processed voters at the Election Day Polling locations as ASSISTANT REGISTRAR for East Hartford (District 1)

Worked on local Mayoral Campaigns in the Town of East Hartford

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