Customer Service Medical
Resume:
NICHOLAS A. GULLION
**** ******** ****** *****, *** Antonio TX 78233
*******.********.*@*****.***
Objective: Obtain position as a Medical Records Associate
Employment History
Jun 2014 – Present Tier 2 Technical Support Volt
Tier II Escalations Support - Gigapower
Troubleshoot and repair AC technology compatible hardware
Diagnose and resolve issues on Fiber Optic Network up to 1Gbps speeds
Update and maintain escalation ticket monitoring system
Analyze and report findings to Point of Contacts and Project leads regarding GPON and EPON transports
Tier II Escalations Support
Troubleshoot escalated issues regarding Network, VoIP and computer platforms
Manage and update ticket tracking system
Take inbound calls from customers having service degradation and diagnose and repair on a first call resolution basis
Run line diagnostics and analyze findings to determine sources of service impacts and fix issues
Act as point of contact for customers and agents needing back office functions completed
Tier I - Customer Care Representative
Troubleshoot and repair LAN/WAN residential networks
Configure TCP/UDP Ports in multitude of Routers and switches
Diagnose and repair basic network connectivity, VoIP and computer issues
Install and manage firewall and Anti-Virus software
Act as first point of contact for customers for repairing home and small business networks.
Apr 2012 – Jun 2014 Store Operations Supervisor H.E.B. Grocery
Supervise 300+ front end partners in the Central Checkout Department
Handle any and all customer issues in compliance with store procedures
Develop and introduce new procedures for department to learn and utilize
Completing daily training and coaching to keep partners up to date on operations
Assigning partners daily tasks to keep department operational
Overseeing department audits, and train partners accordingly to pass audits
Handling partner issues (scheduling, availability, etc.) that effect operations
Scheduling offsite training for new hires then validate what they learn in store
Making sure they get required breaks in a timely manner proportionate to what they work
Verify tills and coach partners on Bank Security Act laws and procedures
Handle Code of conduct violations and prepare partners to be ready for work on schedule
Develop projects for partners to complete on a daily, weekly and monthly basis
Oversee daily Units per Payroll Hour (UPPH) to determine cost of store operation
Maintain front end store Shrink Budget to keep store production higher than cost
Maintain daily and weekly scheduling to staff front end department
Communicate with other departments to achieve higher yielding sales reports
Work in small teams with store leaders and other leads to maintain residual sales
Achievements:
Promoted from Checker to Specialist within a 1 year time period
Certified in Money Service Business course to adhere to FinCen and BSA Laws
Completed Business Management courses to train and develop partners
Completed and hold an Alcohol Sellers Training Certificate
Received several rewards awarded for customer service and appreciation
Jun 2011 – Apr 2012 Medical Records Management TX Assoc. of Pediatric Neurology
Documented protocols, duties and designing task completion forms for daily office use
Filed office documentation and records according to local procedures with minimal supervision
Prepared case records for Expert Witness hearings for respected S.A. Pediatric Neurologist
Collaborated with private research laboratory to qualify new and existing client case studies
Conducted client Quotient testing and released results in performance of administrative duties
Filed client documentation and records according to local procedures with minimal supervision
Communicated with health companies to verify, validate and prepare client insurance coverage
Maintained time-sensitive documentation as required by HIPAA Laws
Accurately filed documentation according to HIPAA Laws and procedures
Achievements
Promoted from volunteer to full time staff within a week of volunteering
Promoted to front desk lead within 6 months of being employed
Promoted to lead medical records manager within 9 months of being employed
Completed training in Quotient testing (one of three proctors in southern United States)
Managed three companies clientele (TAPN, Texas Medical Legal, Road Runner Research)
Software Applications/Equipment:
Experience using Microsoft Office applications such as Word, Excel, PowerPoint & Outlook
Experience using web developing applications such as Dreamweaver, HTML, and Flash
Knowledgeable in utilizing Adobe applications such as Photoshop, Illustrator and Reader
Experience using multi-line phone, scanner, fax, copy, and printer systems
Education and Training
Business Management – Information Technology Colorado Technical University
Colorado Springs, CO
Business Administration St. Phillips Com. College San Antonio, TX
General Studies/History (Former Full-Time Student) Univ. of Texas San Antonio
Completed 23 semester hours towards B.L.A. Degree San Antonio, TX
Design & Technology Academy Graduation Certificate Design & Tech Academy,
Roosevelt High School
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