Customer Service Quality Assurance

Charles Levey

** ******* *****, ********, ** ****3

(856) 424 – 0998

************@*****.***

Profile Summary:

MIS PROJECT MANAGER / BUSINESS ANALYST with experience designing and implementing sales and marketing reporting and analysis systems along with supportive technical systems in the entertainment, consumer goods, professional sports, and financial services industries. Major strengths include translating business needs into systems solutions, solving problems with short and long term solutions and communication with personnel at all levels.

PC Software Skills : ACCESS, EXCEL, SQL, COGNOS, VISIO, PROJECT, RUMBA, CLIPPER,, dBASE IV, dBASE III, RELATIONAL REPORT WRITER, OUTLOOK, WINDOWS XP, WINDOWS ‘98, WINDOWS NT, RELAY, LOTUS, WORDPERFECT 6.1, MICROSOFT WORD, MACDRAW, MACWRITE, LOTUS NOTES, HYPERION

Mainframe Software Skills : IDMS / ADSO, VSAM, COBOL, CICS, SYNCSORT, IBM JCL, FOCUS, RAMIS, NOMAD, TSO/SPF, VSE

Hardware: IBM PCs, MACINTOSH, LARGE IBM MAINFRAMES UNDER VM AND MVS, VAX, METAPHOR

Professional Experience:

Independence Blue Cross 11/01 – 10/16

SENIOR BUSINESS SYSTEMS ANALYST – promotion 04/06

Responsible for Adhoc Report Requests. Fulfilling report requests off of a large datamart using SQL, MSAccess and Excel, averaging five reports a day. Maintain daily, weekly, monthly and quarterly report creation including Monthly Performance Guarantee reporting company’s performance versus contract expectations for selected customers. On Member Appeals review committee.

Lead analyst on two workflow systems. QAS (Quality Assurance System) which distributes claims to be audited to auditors and Intelliqueue which distributes claims that needed associate intervention in order to be resolved. Supervise contractor on defect and enhancement fixes and production code releases. Perform nightly data loads off-hours from home and all other data loads during work hours for Quality Assurance System. Initially involved as part of a team in gathering requirements and SDLC. Designated subject matter expert for both workflow systems. Elicited specifications and performed user testing for Intelliqueue and major enhancement to include Adjustment Requests. Supervised all changes to queue definitions and structure. Trained other associates to perform first level customer service activities. Also trained users on how to perform their duties with the systems. Created forms to streamline all problem reporting and maintenance requests.

QUALITY BUSINESS ANALYST/BUSINESS SYSTEMS ANALYST – promotion 04/04

Additional responsibilities on Customer Service desk include all teaching of usage of Intelliqueue in chair-side and classroom settings, maintenance of schedule of Service Desk responsibility, and outreach to areas not using the system to receive queue specifications and implement plan for usage.

QUALITY DATA ANALYST

11/01 – 06/02 Audited claims on MHS system

07/02 – 11/02 Audited claims on MHS system and OSCAR system.

09/02 – present Manager of Intelliqueue Customer Service Desk

Responsibilities include helping to analyze and solve problems, run weekly staff meetings, respond to user requests for special reports and enhancements, maintain problem log, mentor other customer service desk personnel, perform data pulls for in depth auditing and automation projects, quality assurance on software upgrades, updating documentation, setup and support for claims academies, and monitor age of claims for all claims areas.

Qa Associates 9/01 – 11/01

CONSULTANT

GMAC Commercial Mortgage – Quality Assurance Tester / Analyst

Wrote test plans and scripts for Automated Payoff System. Identified new report data items for Phase II of Contractor Time Card System.

Info Systems, Inc. 3/98 – 9/01

Received Extreme Team Award in July 1999, an 8% increase in March, 1999 and 6% increase in April, 2000

CONSULTANT

Chase Manhattan Bank Delaware 11/98 – 7/99 & 01/00 – 09/01 – Quality Assurance Tester / Analyst

Responsibilities included:

Performing quality assurance testing on Automatic Balance Facility enhancements to account reconciliation system.

Writing test plans and test scripts to perform quality assurance on outstanding trouble reports and change requests.

As a member of a forty five person team in three locations performed quality assurance on conversion to new MVS account reconciliation system

As part of that team also supervised all Year 2000 testing and validated results for that system

Campbell's Soup 8/99 - 12/99 - Assistant Project Manager

Responsibilities included:

Phone conversion from one vendor to another for North American plants and offices.

In Access attached PeopleSoft Ids to Phone extensions for feed into IntegraTrak to establish phone chargeback process.

Kimble Glass in Vineland, NJ 3/98 – 11/98 – Programmer / Analyst

Responsibilities included:

All data processing connected with yearly inventory

Changing programs to create downloaded data file for PC in place of mainframe reports. Created reports in Access for user.

Risk Sciences Group 2/94 - 5/97 ( Company produced Risk Management Information Systems as a subsidiary of Crawford & Company, the largest Third Party Claims Administrators in the world.)

ASSISTANT DIRECTOR.

Responsibilities included:

Managed data loads from clients including : table setup and maintenance, enhancements to on-line products, data verification, quality assurance, bench testing, special reporting

Managed account service personnel

Managed office administration

Hockey On-line Talent Systems 1/93 - 1/94

OWNER / BUSINESS ANALYST

Developed pen-based laptop scouting systems for National Hockey League Teams working in a partnership with a programmer. Created the company after research on computer usage in sports. Managed all client contact, proposal writing, business analysis, demonstration creation and presentation.

Colgate-Palmolive Company, US Division 9/84 - 12/92

MANAGER OF SALES REPORTING 6/89 - 12/92

Responsible for salesman quotas and bonuses for entire US sales force, and all production sales reports, including daily reports distributed company-wide, special requests, and monthly reports distributed directly to laptops.

Developed specifications for ad-hoc sales reporting system.

PROJECT LEADER 4/87 - 6/89

Responsible for all marketing projects including implementations and maintenance on all hardware. Controlled budget of $750,000 covering user education, hardware, software purchases, and maintenance. Provided expert interpretation and guidance to marketing managers concerning Nielsen data. Aligned Nielsen scan data to internal shipments by state and county codes. Managed installation of remote Metaphor server sites in regional sales offices.

SENIOR SYSTEMS ANALYST 9/84 - 3/87

Member of project team which completed full project life cycle for major mainframe project to keep track of short term promotion allowance. System saved the company $800K a year in printing, mailing and related costs. It contained

thirty-five dialogues and forty batch programs and was written in IDMS/ADSO.

NBC Broadcasting Company 6/83 - 9/84 - SYSTEMS ANALYST

Warner-Amex Cable Communications Corp. 5/80 - 5/83 - PROGRAMMER ANALYST/LEAD ANALYST

Irving Trust Company 11/78 - 5/80 - PROGRAMMER ANALYST

Mutual Benefit Life Insurance 6/77 - 11/78 - PROGRAMMER TRAINEE / PROGRAMMER

EDUCATION: Bachelor of Science in Mathematics, Manhattan College - 1975

CONTINUING EDUCATION: SYBASE, CASE tools, LAN technology, SQL, Time Management, Introduction to UNIX, Introduction To Java, Masters Certificate in Business Analysis from Drexel University, Preparation underway to become certified Business Analyst (CBAP).

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