Customer Service Technical Support

Adam Zane Bell

***** *. **** ***** ● Phoenix, Arizona, 85086

602-***-**** Cell ● *******@*****.***

20+ years of health care systems support, design, maintenance and innovation. I have extensive experience in designing new products and improving existing products. I can manage aggressive corporate time lines, development teams, products and clients. Ability to create and articulate business needs and visions into fully functional products. Highly motivated individual with demonstrated results that will create an immediate and positive impact within your organization

Proven areas of expertise include:

Product Director

Prototyping

Re-Designs

Sr. Business Analysis

Use Cases

Dreamweaver

UI/UX Design

Mobile Design

Fireworks

Development Management

Graphic Design

Photoshop

Problem Solving

HTML/CSS

Process Improvements

Health Care

JIRA

CRM

PROFESSIONAL EXPERIENCE

Product Director, Senior Business Analyst 2006–Present

Eldorado/MphasiS. PHOENIX, AZ

Eldorado/MphasiS is a long time and proven provider of health care and benefits management systems. The latest products are built using the latest technologies and must handle millions of claims and payments each month.

Promoted directly by COO to assume leadership over 3 contract developers and 2 senior staff developers, poorly designed and thought out self service portal product, unhappy customers, out of control customer service cost, and a non-engaging user community. Immediately assessed and re-designed the web portal, while assuming direct report role over all staff members. Maintained close relations with key customers and within a few months reduced customer support costs greatly and increased customer satisfaction. Redesigned a very poorly designed CRM system twice, once for system efficiencies and call turn around time improvements and another to include needed functionality for appeals and grievances. These improvements reduced the time it took to manage most customer service inquires and improved customer satisfaction.

Notable Accomplishments:

●New features and improvements brought in 300 - 400K

●Quickly design and implement necessary features due to changing government, state and HIPAA regulations

●Redesigned a poorly planned and designed real-time self-service portal

●Redesign responsible for turning 1 frustrated client into 12 happy and satisfied clients

●Redesign of self-service portal and CRM system greatly improved customer satisfaction and expenses

●Created an industry first provider user superbill submission tool which created a medical claim in real-time. This gave our clients an edge with provider relations

●Turned products no clients wanted into products clients relied upon 24x7

●Designed and improved health care enrollment functionality that ties into a work flow system

●Worked with architects and IT personnel to come up with secure, efficient and cost effective solutions

●Created hundreds of business requirements and improved the documentation processes

●Relied upon by professional services, developers and clients as the subject and product expert

●Reduced expenses by implementing customizable look and feel functionality into the self-service portal

●Worked with partner companies to integrate additional functionality (APIs), extending product offerings and increasing revenues

●Presented and spoke about new and upcoming features and functionality at many user conferences

●Designed much of the product branding, brochures, seminar and conference graphics

Technical Support Manager 2000–2005

Eldorado Computing, INC. – (Now Eldorado/MphasiS) Phoenix, AZ

Promoted directly by CEO to manage technical support team, provide knowledge, guidance, processes and improve the assessment, handling and execution of all support issues. Developed many technical support “how to” documents and ultimately a repository or knowledge base for future technical support staff. Worked to improve system software install, upgrade and conversion processes.

Notable Accomplishments:

●Increased support ticket turnaround by 50% through training, mentoring, documentation and new processes

●Handled Y2K without any major issues or outages

●Designed and created the companies first intranet, making information across departments easy to find

●Improved software installation and upgrade processes

●Improved customer satisfaction due to faster turn around times and more knowledgeable technical support staff

●Designed first GUI CRM application and managed the overall product and development team

●Designed first web based self-service portal for members, providers, groups and administrators

●Both the GUI CRM and web self-service applications paved the way for the flagship health care and benefits platform sold to large companies today

Customer Service Manager 1997–1999

Eldorado Computing, INC. – (Now Eldorado/MphasiS) Phoenix, AZ

Promoted directly by CEO to lead customer service team. The customer base was not happy with the current state of customer service and in my time as manager we saw a great improvement in customer satisfaction. This was achieved by more training and knowledge transfer, restructuring personnel into groups with specific expertise, improving ticket tracking and analytics, creating an information repository for common problems and issues, keeping in touch with customers and their needs.

Notable Accomplishments:

●Improved overall customer satisfaction related to customer service

●Worked with development on creating a new and improved ticketing application

●Reorganized support personnel into more productive groups

●Ensured support coverage was balanced and available 24x7

●Engaged with client base often

●Created and implemented first client facing news letters

●Created and implemented first client surveys

●Created an information repository to help existing and new support personnel quickly resolve common issues

●Implemented periodic training sessions for information sharing and knowledge transfer

●Spoke at yearly seminars and other events

Technical Support 1995-1996

Eldorado Computing, INC. – (Now Eldorado/MphasiS) Phoenix, AZ

Responsible for handling all technical aspects of a customer service issue or system issue. Identifying software bugs, fixing corrupted data and files, utilizing utility programs and commands to creatively repair and restore damaged or corrupted data. Installing patches, updates, enhancements, fixes and new systems. Handling all conversions from one system to another or from one version to another.

Customer Support 1993-1994

Eldorado Computing, INC. – (Now Eldorado/MphasiS) Phoenix, AZ

Provided customer service support to client base. Area of expertise was in payments processing. This required being on call for after hours support. Quickly gained knowledge of other areas of the system and handled more areas of customer support.

Board Affiliations

2008-2012 Arizona Hang Gliding and Paragliding Association Phoenix, AZ

●Webmaster (earned website of the year 2010)

Education

Chaparrall High School Scottsdale, AZ

1 Year at Scottsdale Community College

Interests

Football coach for boys flag football, family, paragliding, aviation, golf, mobile development, iOS/Android game development, woodworking, innovation and thinking outside the box.

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