Customer Service Administrative Assistant
Resume:
Lester D. Manwaring
Fulton, NY
*********@*****.***
https://www.linkedin.com/pub/lester-manwaring/66/374/124
PROFILE
Achievement motivated Business Analyst who takes pride in the areas of process improvement, excellent customer service/satisfaction, sales, finance, business development and Strategic Negations.
Possesses strong business administration expertise pertaining to coordination with mid to executive management and cross functional global teams in execution of all Enterprise projects.
Proven skills to motivate people to exceed their expectations. Demonstrates problem resolutions skills and ability to work with clients and colleagues from all organizational levels.
COMPUTER SKILLS
Share Point, HP Application Lifecycle Management (ALM), Request Center (RC), MS Excel (pivot tables & VLOOKUP), MS Access, MS Outlook, MS Word, and MS PowerPoint.
PROFESSIONAL EXPERIENCE
JP Morgan Chase, GIAM Strategic Business Engagement, Syracuse, N.Y., 2011 - 2015
Business Analyst - Integration Management Office
Provided administrators with ways to ensure that they achieved a balanced work/life so they could realize their full potential not only at work but in all aspects of their lives. This is who I am and I perform this at all times.
Ensured projects were delivered on time and within the assigned SLA. Achieved 100% for each new integration.
Implemented risk management strategies to avoid audit findings. Achieved 100% compliance from all lines of business.
Served as a Project Manager/Coordinator to detected and solved project issues effectively.
Served as a subject matter expert for project level issues and questions. Achieved 100% for each all new integration.
Identified process/continuous improvement opportunities, enabling risk standards and controls, and leadership of the Risk functions aligned to the Integration team.
Served as a liaison in leveraging various lines of business to exceed with the rate of integrating their applications.
Strong verbal, written, interpersonal and communication skills.
Ensured that confidential data was stored in locked cabinets at all times. 100% compliant.
More than 28 years experience utilizing various information systems.
Business Analyst - Certification Team
Performed all assigned and unassigned pre-certification tasks to ensure that all entities being included in the scope had all needed items completed to be included in the current re-certification cycle. Created new sops for system processes.
Conducted effective meetings to lead requirements gathering sessions from the business perspective.
Clearly defined requirements and made target dates.
Experience in process improvement and systems implementations.
Completed all assigned EURC's within their SLA.
Managed a team of seven people on the decommissioning of the Enterprise Certification mailbox. I gave management the total hours saved (21.5 hrs.) each week of over 150 hours per week by no longer monitoring the mailbox.
Daily perform various BAU tasks: Multiple transfers, P2 acknowledgement not received, Terminated users with ID-CERT and ARMS roles.
Collaborated with other administrators, COE's and Executive Directors with their questions and provided assistance as needed.
Supported all UAT regression testing/implementation processes.
Identified enhancements/process improvements needed for ID-CERT and the reporting portal. Managed a team of seven administrators, local and global team members.
Worked with the Production Support team and L2 and L3 teams on JIRA tickets for problem issue resolution and system changes. Monthly average of closing 175 tickets.
Gathered evidence for ongoing audits.
Recognized for data analysis, problem solving skills and Standard Operating Procedure(s) SOP creation.
Encourages Innovation and knowledge sharing for all team players.
Identity Access Administrator - Integration Team
Performed data gathering and testing requirements for all LOBS.
Researched and analyzed integration issues, working across multiple departments and teams. Prioritized each task to ensure they were implemented into Production on time.
Created and updated Integration documentation.
Executed QA and UAT testing. Performed multiple regressions testing prior to new changes being moved into production utilizing the HP Application Lifecycle Management (ALM) tool.
Supported Control Self Assessment's (CSA's) for P2 acknowledgements not received. Provided metrics to management and assisted with having the end users access fully removed.
Supported the Certification team with various BAU tasks prior, during and after each certification release.
National Government Services (Anthem), Syracuse, N.Y., 1989- 2011
Medicare Claims Processor I
Accurately compared and corrected fields on claim images on Medicare Part B system to ensure that the corrected information was entered correctly. This was to ensure that all information was supplied before eligible payments were made.
Verified unrecognized characters and flagged issues as they arose.
Maintained and completed production logs.
National Government Services (Anthem), Syracuse, N.Y., Release Coordinator II Sensitive
Ensured the protection of (PHI) - Protected Health Information and (PII) Personally Identifiable Information. Used Pkware SecureZip and Roxio Creator 8 Software Products to ensure that any (PHI and PII) information was protected before being sent to end user. This resulted in avoiding potential audit findings ranging from $25,000 - 1.2 million in fines for each time that private information is not properly encrypted.
Worked with internal/external customers on problem resolution when requested. Customer Satisfaction being the top priority.
Performed duties as a Delegate in Identity Central Express (ICE) Security Product upon absence of Department Manager. This was done 50% of each month.
Performed proper filing and logging of sensitive data for retention purposes for Auditing, limiting Audit findings to zero, which resulted in 100% compliance.
Secretary/Administrative Assistant for local congregation - Fulton, N.Y. 1998 - 2011
I posses a great working knowledge pertaining to building maintenance, construction and the department of health.
Maintained all required documents with the town of Granby, building inspection, renewal for tax exemption, fire inspection, ect.
Responsible for ensuring that the annual safety/maintenance inspections were performed on their time schedule.
Delegated all action items that needed to be addressed and ensured these where completed in a timely manner to ensure public safely at all times.
Coordinated all legal documentation according to local and federal laws.
Ensured that the congregation files are up to date with all yearly items, Annual Corporation meeting minutes, LDC safety inspection, pest/insect inspection, yearly occupancy inspection, ect.
Extremely customer service conscious to ensure they have the best experience at all times. I give 120% of myself to each and every customer.
Maintained confidentiality of congregation members and ensured sensitive data was always kept in a locked file cabinet. 100% compliant.
TRAINING
Certified Information Security Manager (CISM) - Professionally trained
Project Management Professional (PMP) - Professionally trained
HIPPA - Professionally trained
Fraud and Abuse training
Leadership Strategic Management and Implementation training
Safeguarding Confidential Beneficiary Information training
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