Customer Service Project Manager

SUMMARY

Driven analytical astute, experienced Data Entry specialist and business analyst with around 2+ year of experience in information technology with focus on Business Analysis. Trained and worked on Oracle RDBMS, for database creation, data retrieval and manipulation. Educated on various other technologies.

Experienced in data entry processing, analyzing and reporting together with the administrative tasks.

Experienced in gathering, analyzing, and validating business requirements in the sector of Health Information systems.

Experienced in performing Impact analysis, GAP Analysis and maintain Requirements Traceability Matrix (RTM).

Skills in developing Use Case diagrams and Data Flow diagrams using Object Oriented Analysis & Design (OOAD).

Skill in writing the Test Plan and Test Scripts.

Excellent knowledge of US-healthcare HIPAA standards, ICD 9 and ICD 10 code sets and EDI (Electronic Data Interchange) transactions.

Worked on Relational Database Management System – Oracle 10g and Oracle 11gR2.

Strong Knowledge of SQL queries for data access, processing, data retrieval and data manipulation.

Excellent teamwork and communication skills.

TECHNICAL SKILLS

Operating Systems: MS Windows, Linux

Databases: Oracle 10g, Oracle 11gR2, MS Access

UML Diagram Tools: Microsoft Visio

Reporting Tools: Microsoft Word, Microsoft Excel

EDUCATION

Strayer University (Arlington, VA; 2010)

Bachelor in Computer Information Systems (CGPA 3.76)

TRAINING/CERTIFICATION

Oracle 11gR2 and Oracle 12cR1, DBA University, USA (Recent)

Preparing for SQL Fundamentals (oracle) certification exam (1z0-051)

WORK EXPERIENCE

East Bay Watches Inc, Arlington, VA (part-time)

Business Administrator Assistant (April ’13 – Dec ’15)

East Bay Watches is the Watch Retail Company, providing sales, and repair services to the customers. I worked as Business Administrator, doing all the business support tasks in the retail environment.

Responsibilities:

Coordinated company’s support services for growth and customer satisfaction.

Managed employees’ work schedule and trained new employees.

Arranged meeting between the supervisor and the watch-dealer’s sales associates.

Handled the billing, general accounting and filing the documents.

Ensured the proper customer service satisfaction, and passed the major customer issues to the supervisor.

Handled the business calls and valuable customer calls.

Frequently discussed with development team for timely updates of the inventory on the website.

Maintained and ordered the office supplies as required.

IBM, Sacramento, CA (contractor)

Junior Business/Data Analyst (March ‘12 – Feb ‘13)

The project involved enhancement of the ICD-10 coding system from current ICD-9, in California Medicaid Management Information System (CA-MMIS). The solution was to accept the Medi-Cal (Medicaid for State of California) claims with ICD-10 codes and to process and pay the claims in ICD-9 codes. Worked as the Business Analyst to understand the process, analyze the business and system requirements; and document it based on the ICD 10 crosswalk solution; and helped the technical team to understand the business and technical impacts.

Responsibilities:

Worked with the project manager and the team on the preliminary stage of the system development life cycle (RUP).

Defined the scope and implemented business rules of the project, gathering business requirements and documentation.

Participated in overall discussions related to claims with the healthcare industry expert.

Identified and analyzed the CAMMIS claims intake methodology to determine viability and shortfalls of ICD-10 code collection.

Reviewed and discussed industry trends on ICD-10 mapping to ICD-9 with Healthcare Industry Expert.

Participated in DHCS and ACS (FI to the State of CA) meeting to have the clear understanding of all the processes, methodologies and the crosswalk mapping techniques.

Understood the different mapping scenarios of backward data mapping from ICD-10 to ICD-9.

Helped in data extraction and analyzing the data using SQL queries.

Provided support to the team, pertaining to database system queries and complaints.

Engaged in IBM team discussion on workgroup organization and activities.

Worked on ICD-10 Integration Test Plan Document.

Independent Health, Buffalo, NY (consultant)

Junior Business Analyst (Jan ‘11 – Feb’12)

Independent Health is a non-profit organization that works to improve the health and well-being of Western New York residents through awareness, prevention, education and programs focused on community health priorities. I worked as a Business Analyst to analyze and document the requirements for Seneca Gaming Clinic project.

Responsibilities:

Wrote business requirements documents (BRDs) which involved health risk management.

Facilitated Joint Application Development (JAD) Sessions for communicating and managing expectations.

Identified processes for developing and documenting detailed business requirements. Data was collected from end-users, vendors and architects.

Requirements were gathered through interactions, meetings and periodic walkthroughs with business owners, information architect, practice manager, medical practitioner and vendors.

Extreme use of SQL queries for data extraction and manipulation.

Followed the waterfall methodology for the entire SDLC.

Created Use Case Diagrams, Activity Diagrams and ER Diagrams in MS Visio.

Involved in the solution review and worked in preparing the technical documentation.

Weekly project updates, resource allocation and project completion are done in the Project in Process (PIP) using MS Project.

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