Customer Service Administrative Assistant
Resume:
Kelli Young **********@*****.***
Lawrenceville GA, 30043 678-***-****
Summary: Self-motivated and well organized individual ready to make an impact toward organizational success. Resourceful and team-oriented individual recognized for exceptional analytical talents and problem solving abilities.
EXPERIENCE
Carestream Dental, Atlanta, GA June 10 – Presently
E-Services Implementations Specialist
Training offices as well as installing Carestream E-Services products
Testing and keeping a close relationship with Beta clients on new E-services products
Served as the lead Implementation Specialist on the Carestream E-RX (Prescription) project for WINOMS
Knowledge of SQL server and 7+ years of technical support and implementations
Experience in network diagnosis and troubleshooting, virtualization, and assisting office technicians on appropriate hardware which operates with software properly
Providing knowledge on Transfirst financial products as well as working with offices to determine errors in OT software
Supporting multiple software’s on the technical end as well as implementing them
Assisted in research of policies and best practices
Managing technical expectations of multiple physicians to single physician practices
Integrating applications into existing client environments of Carestream Dental projects
Coordinated trainings when needed for the team as well as my personal schedule
Worked closely with provider offices to ensure that the Electronic Health Record content optimizes clinical decision support, clinical workflow, and safety and conforms to Meaningful Use standards.
Preparing analysis of expenditure trends and weekly metrics
Partnered with IT to ensure quality vendor support and maintenance of all systems. Ensuring daily problem logs are maintained for each system in order to track ongoing issues and quality of vendor relationships
Delivering and maintains metrics for Key Performance Indicators
Soliciting feedback from end users, evaluates effectiveness of electronic services, and documents need for necessary improvements
Knowledge of ICD 10 and medical claims billing
Created new hire documents and knowledge pages for E-Services and other teams
Admerex Group. Duluth, GA Oct 07 – May 10
Client Services/ Implementations
Logged daily Share point and CS Daily Minutes for the team for morning markets
Maintaining Client base.
Assist or lead internal training sessions for less experienced team members
Provided technical support for Collection Works software.
Created technical: guides, documentation and presentations to be used for pre sales demonstrations
and technical training.
Mapping Documents.
Work with the project manager, operations team and data team to assure all legacy data is converted.
Management and Executive level support for any tasks needed on new and existing projects
Following up after installations and taking care of any and all needs of the external clients.
Training new external Clients on CWX software.
Ability of multitasking in a fast paced environment taking a high volume of calls and remaining focused on quality.
Acted as level 2 support to internal Help Desk to resolve user concerns with specific VBOSS, Microsoft, and Fastlane applications.
Gathered client feedbacks and suggested new products/ services for improvements for older versions of CWX software.
Provided software support for field technicians.
Coordinated conversions and installations as well as transferred Microsoft Access database to SQL hosted database.
Assisting daily users with Pin Pad configuration and scanning devices.
Tested software to ensure customer was operating properly.
Mimaki USA. Suwanee, GA Jan 05– October 07
Technical Support/ RMA Administrative Assistant
Maintain daily Share point logs
Manage all calls and route them appropriately.
Provide general troubleshooting over the phone for Mimaki printers.
Created technical: guides, documentation and presentations to be used for pre sales demonstrations
and technical training.
Processed company reports which indicated loss and profits monthly.
Prepared travel arrangements for Executives, management, and field technicians .
Processed warranty as well as customer service parts and machine orders.
Responsible for maintaining helpdesk stability and functionality.
Responded to service calls in the field occasionally.
Monthly forecasting regarding shipments of Mimaki parts and printers.
Installed as well as provided troubleshooting for Rasterlink Pro, Rasterlink Pro II, and Finecut for Illustrator.
Trained junior staff and provided technical mentoring.
Provided hardware/ software support for field technicians.
Prioritized incoming trouble tickets and determined the most efficient resolution.
Created monthly Crystal reports for returned and non-returned parts.
Time Limited Transportation. Flowery Branch, GA June 03- December 04
Administrative Assistant
Contact providers to verify benefits coverage and obtain any needed information.
Processed claims
Supervised 4 other employees.
Maintained monthly company budget
Scheduled meetings with prospective clients as well as current clients for company management.
Implemented a yearly review process for employees
Invoiced external providers and external clients.
Scheduled weekly routes for the owner of the company..
Nextel Communications, Duluth, GA August 00 – May 03
Senior E-Care Representative
Assisting external customers with any billing explanations they may have had.
Troubleshooting network issues within the towers.
Routing any issues which could not be resolved to tier 2 support.
Promoted to quality and assurance within 1 year of servicing the company.
Trained new employees on basic troubleshooting techniques.
Provided on-line service for the largest accounts within the company.
Recommended billing plans which would accommodate the company as well as each individual user
Cleared the daily inbox of emails from external customers which needed on-line assistance.
Liberty Mutual, Gainesville, GA August 99 – August 00
Office Assistant
Supported a team of 8 nurses with administrative requests.
Contacted vendors and obtained any needed information.
Data entry
Followed up on claims which had not been paid by other insurance companies.
SKILLS Software – Windows Vista (3.1/95/98/CE/ME/NT/2000/XP/2003,2008 Microsoft Office 97/2000/XP/2013 Professional (Access, Excel, PowerPoint, and Word), A+ Cert, Ensemble, Tris, Peachtree Accounting Systems, Macola, Vantive, Axapta Dynamics, Fast Support Software, Netsuite, HTML Documentation, VBOSS Accounting Software, Clientelle, TMS management, Emdeon Vision Suite, Expressbill Nextgen Pearl and E-Reminder applications, Operating products on Cloud services, EDI Healthcare, and CWX.
EDUCATION
Gwinnett Technical College- Network Administrator/Hardware Specialist/ Concentration Microsoft OS
Georgia Gwinnett College-Business Administration
References available upon request
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