Customer Service Administrative Assistant

CAROL N. TORRES REYES

****A Wakefield Road, Harrisburg, PA 17109

717-***-**** (C)

acuwq7@r.postjobfree.com

PROFILE

Highly skilled Administrative Assistant. Knowledgeable in different computer software. Experienced in financial aid. Great customer service and team player.

EDUCATION

Central Penn College, Summerdale, PA BSBA: HRM., Business Administration Concentration in HR

Central Penn College, Summerdale, PA AS, Entrepreneurship and Small Business

Monroe College, Bronx, NY Office Technology Courses

DeWitt Clinton High School, Bronx, NY Business Cooperative Education (Computer)

LANGUAGES

Bilingual, Fluent in Spanish and English.

SKILLS

Knowledge of Microsoft Office Suites (Windows, Excel, Outlook, PowerPoint), DeLorme, Access, PaGwis, Autodesk, Adobe, SalesLogix and AQT.

WORK EXPERIENCE

PA State Police Department (4Pros), Harrisburg, PA

Business Analyst April 2016 – present

Assist in developing and documenting requirements for a new Pennsylvania Uniform Crime Reporting System.

Assist in developing the solicitation document (ITQ) from which vendors will submit proposals and bids.

Aid PSP in identifying their requirements and ensure that the Federal government’s requirements are included.

Work closely with PSP and interact with law enforcement agencies that are currently submitting data and others that are targeted to become data submitters. Help identify improvements to both the front-end web-based interface and the back-end query functionality of the system.

Identify end-user and business-process improvements and formulate the action steps/objectives to achieve the identified improvements. Conduct Facilitated Workshops for requirements analysis. Develop graphic representations of complex business processes.

Create workflows using formal notation such as the Business Process Modeling Notation (BPMN).

Formal requirements gathering methodologies. Develop Business Requirements - project initiation document, what the needed achievements will be, and the quality measures. Develop Functional requirements - describe what the system, process, or product/service must do in order to fulfill the business requirements.

Develop User (stakeholder) requirements - are a very important part of the deliverables, the needs of the stakeholders will have to be correctly interpreted. This deliverable can also reflect how the product will be designed, developed, and define how test cases must be formulated.

Develop Quality-of-service (non-functional) requirements - requirements that do not perform a specific function for the business requirement but are needed to support the functionality. For example: performance, scalability, quality of service (QoS), security and usability. Develop Report Specifications - define the purpose of a report, its justification, attributes and columns, owners and runtime parameters. Develop requirements traceability matrix - a cross matrix for recording the requirements through each stage of the requirements gathering process.

Public Consulting Group (Trecom Systems Group), Harrisburg, PA

Client Service Associate Nov 2015 – March 2016

Worked with the EasyTrac module for a rapidly growing client base. Provided assistance to our project team.

Improved productivity by re-engineering the delivery of information and moving information online.

Defined, reviewed and assessed customer and business requirements and Service Level Agreements.

Reviewed requirements gathering methodologies. Defined and document customer business functions and processes.

Defined business needs and objectives, operational procedures and problems, and the input and output of requirements.

Used formal requirements gathering methodologies. Developed report specifications. Developed business, functional, and non-functional requirements. Translate and simplify requirements. Developed requirements traceability matrix.

Provided client support in response to inquiries and questions from school districts. Trained school district users on Web-based applications and system updates. Assist project team with the implementation and setup of PCG systems.

Complied with and enforce standard policies and procedures and participate in special assignments as needed.

Outreached to school districts to request program compliance.

Capital Blue Cross (Susan G. Consulting), Harrisburg, PA

Data Management Analyst Aug 2015 – Nov 2015

Reviewed the Provider Information Exchange form (PIX), Provider Information Form (PIF), DCV files and all other incoming data management source documents to validate accuracy and completeness. Reviewed requirements gathering methodologies. Triage documents and/or inputs all information into FACETS to build or update the provider’s information for access and use Capital BlueCross, its subsidiaries, vendors and other outside business associations. Reviewed the source document/application for complete and accurate information. Identified data elements for professional staff. Reviewed file for consistency of information and to identify possible inaccuracies that will impact payments, correspondence, or other actions that pull information from the FACETS provider file module and re-engineered the database from where the data was pulled.

Checked for related affiliations, credentialing information and other provider information. Completed or modified provider record by entering, terminating or changing information in the FACETS provider file modules according to desktop procedures. Resolved errors from daily reports within one business day. Defined report specifications with purpose, format, and parameters.

Applied basic knowledge of FACETS, CACTUS, Contracting, CBC applications and all other sources of information to create and analyze reports and daily operations.

Improved productivity by gathering information from system applications prior to creating providers. Helped improve communication between the Data Management team and the manager. Develop project plans that identify key issues, approaches and performance metrics.

Maintained a general understanding of contracts. Have a working knowledge of how different fee schedules apply between groups and lines of business. Created requirements traceability matrix. Identified that a provider is directly credentialed or delegated and what degrees or titles are appropriate for each medical specialty.

Anthem (SmartIt), Harrisburg, PA

Accounting Clerk May 2015 – Aug 2015

Responsible for performing diverse operational financial and policy activities of a non-routine nature.

Developed business, functional, and non-functional requirements for the claiming system.

Developed report specifications. Used formal requirements gathering methodologies. Developed requirements traceability matrix.

Re-engineered, interpreted and communicated departmental and organizational policies and procedures. Received, validated and entered information into Finance systems.

Adhered to maintained internal controls and tracking reports for reconciliations and analysis. Monitored and updated controls to ensure compliance. Conducted independent analysis for the purpose of resolving complex and varied work process issues.

FLS Loan Onboarding (E&E Consulting), Harrisburg, PA

Production Support Analyst June 2013 – April 2015

Gathered system set-up information in support of consolidation payoffs with loan holders. Created and delivered loan holder training based on selected underlying loan data delivery method.

Assisted in new product development as a participant in ideation sessions, and adding concept execution solutions to the ideation group. Proved, re-engineered and tested functionality of product details and fabricated design models used for development. Led or consulted for projects processes to deploy and promote service improvement.

Worked with technical staff to perform loan holder outreach to resolve file layout, underlying loan data and additional funding issues. Supported other Business Analysts with first live batch testing to ensure system release did not cause unforeseen issues to operations. Created scripts for training. Worked with FedLoan Servicing operations management on escalated issues to ensure proper and timely resolution, preparing planning documents and written reports. Knowledge of formal requirements gathering methodologies

Created & maintained requirements traceability matrix. Wrote detailed functional test plans. Performed quality assurance reviews to ensure business procedures were being met. Worked with end users to document business requirements for reporting needs, scripting, macros, etc. Ensured system profiles were set up correctly for servicing processes to maintain data integrity, processing accuracy, and required confidentiality. Worked with technical areas to complete set-up based on each loan holder’s selected delivery method(s) (Transmissions, JCL, Web Portal, File Upload/Downloads, Access Management). Developed queries using Microsoft Office tools, SQL and AQT.

Deloitte Consulting (Technosoft Corporation), Camp Hill, PA

Analyst/Reporting Analyst Dec 2012 – June 2013

Understanding the software development approach being used and defining how the requirements development will be conducted (i.e. elicitation, analysis, specification and validation).

Developed report specifications. Responsible for ensuring change control and change management procedures are followed within the project team as they relate to requirements.

Developed requirements traceability matrix. Worked with the project team to determine appropriate test plans, deployment plans and support the product launch.

Understanding the business case and project scope. Ensuring that quality business analysis standards were met as prescribed by IT Services through the effective implementation or use of approved processes, methodologies and deliverables.

Re-engineered performance manual and performed manual tests in the QA environment and documented test procedures and findings. Participated in the quality inspection process for all requirements.

Central Penn College, Summerdale, PA

IT Education Support Associate-Work Study April 2012 – May 2013

Engaged client to gather software requirements/business rules. Contributed to departmental productivity and development objectives by participating in training programs.

Provided faculty and staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephony functions. Monitored problem management database through Track-it and follow up with assigned part-timers to ensure timely resolution of problems. Provide assistance in closing tickets from Track-it. Developed requirements traceability matrix.

Attained requirements with thorough qualitative and quantitative information from surveys to develop requirement details. Collaborated with all strategic business units to re-engineer and define user and product needs and implement projects.

Accurately communicated pertinent information. Solved problems and makes decisions on a daily basis relative to Help Desk responsibilities through Track-it. Ensured that effective Help Desk representation took place for the coordination of work processes and projects with other departments and divisions. Interfaced with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

Resolved problem situations in a professional manner. Evaluated risks related to requirements implementations. Accurately communicated pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.

Alzheimer’s Association, Harrisburg, PA

Interim Accounts Payable Administrator, Administrative Assistant July 2010 – April 2012

Paid invoices by verifying transaction information; scheduling and preparing disbursements; obtaining authorization of payment.

Maintained accounting ledgers by posting account transactions. Verified accounts by reconciling statements and transactions. Resolved account discrepancies by investigating documentation; issuing stop payments, payments, or adjustments.

Developed operational standards, re-engineered procedures, run time flows, and training.

Defining report specifications with purpose, format, and parameters. Prepared financial reports by collecting, analyzing, and summarizing account information and trends.

Maintained financial security by following and re-engineering internal accounting controls. Secured financial information by completing data base backups. Maintained financial historical records by filing accounting documents.

Handled all memorial and individual donations. Entered data into proper database. Provided input into developing and modifying systems to meet clients needs. Sent out Thank You letter and receipts to those who have sent in donations. Maintained donations in an organized filing system. Accurately prepared outgoing mail.

Oversaw Facility Memberships. Sent out letters to facilities prior to membership expiring. Received all membership applications and keep up-to-date in database. Kept prior membership information and current information in an orderly filing system. Received all volunteer applications and contact applicants. Took volunteers through volunteer orientation. Scheduled volunteers as needed by self and/or other staff members and keep track of volunteers’ hours.

AppleOne Employment Services, Camp Hill, PA

Administrative Assistance Jan 2010 – July 2010

Drafted and maintained business requirements. Developed requirements traceability matrix, process re-engineering and documenting workflows.

Improved quality control by tracking expenses of all Visa transactions to avoid double billing. Created repeatable processes to avoid errors. Re-engineered the way transactions were enter in the system to maximize time and decrease unnecessary expenses.

Oversaw projects to their completion. Materials production and distribution. Maintained an efficient alphanumeric filing system, copy data and compile records. Translated information (verbal and written).

Used formal requirements gathering methodologies. Developed business, functional, and non-functional requirements.

Handled all activities in accounts payable. Ensured timely payments of vendor invoices. Produced a variety of financial reports. Assisted on completion and maintenance of general ledgers. Responsible for negotiating and reconciling past due accounts. Reconciled daily invoice transactions into main database. Entered transactions information on SDOL system, close and print monthly report.

References will be furnished upon request

Contact this candidate