Customer Service Data Analyst

Chastity White

Owings Mills, MD ***** • 443-***-**** • ad06lp@r.postjobfree.com

Professional Summary

Highly motivated IT Specialist with a proven track record of effectively streamlining operations to decrease costs and increase productivity by promoting organizational efficiency. Strong critical thinking skills and attention to detail, coupled with a commitment to providing exceptional customer service. Proficient in data analytics and experienced in utilizing various reporting tools to make informed decisions.

Skills

•Data Analytics

•Extraordinary Customer Service Skills

•Excel Database Features, Pivot Tables and VLOOKUP

•Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

•Data Management and Analytics (Windows, XP, Fetch XML, SharePoint, SQL)

•Reporting Tools and Dashboards using Dynamics 365 and Power BI

•Strong Analytical and Problem-Solving Skills

•Project Management using the SDLC (Software Development Life Cycle) methodology

Work History

IT Specialist / Data Analyst, 03/2013 to 05/2023

BHS, Inc (formerly Business Health Services) – Baltimore, MD

•Utilized data analytics to maintain team productivity and service quality, establishing clear benchmarks for performance.

•Monitored team performance and adherence to service level agreements (SLAs), providing detailed job training for improvement.

•Implemented effective communication strategies to reduce miscommunications and missed deadlines within the organization.

•Planned and executed personnel training and logistics for operations component exercises, ensuring highly trained personnel are ready for critical roles.

Work History (continued)

IT Specialist / Data Analyst, 03/2013 to 05/2023

BHS, Inc (formerly Business Health Services) – Baltimore, MD

•Conducted new employee onboarding with comprehensive training and new hire documentation.

•Collaborated with customers to assess service requirements and produce accurate orders down to the smallest detail.

•Established relationships with clients/customers who included: Amtrak, The State of Maryland, Emory Healthcare, Department of Defense (DOD), Alcohol Tobacco and Firearms (ATF), Federal Bureau of Police, the Baltimore City Fire Department and other companies and organizations.

•Managed customer complaints and conflicts diplomatically and found solutions that left the customer satisfied.

•Leveraged Microsoft Dynamics expertise to train new and existing staff and work closely with IT developers to gather business requirements.

•Demonstrated proficiency in a User Acceptance Testing (UAT) environment, contributing to system enhancements and workflows.

•Created reports using Power BI, Microsoft Excel, PowerPoint, PDHI (Protocol Driven Health, Inc) or the ConXus Platform by compiling data from multiple sources (such as databases, surveys, telephone surveys, field interviews, etc.).

•Monitored all program data to identify and analyze workplace trends.

•Performed research utilizing corporate databases to monitor and evaluate customer metrics and trends.

•Reviewed data for accuracy and identified and corrected any gaps before sharing results with other managers, clients, and customers.

Billing Specialist / Office Manager, 05/2001 to 03/2013

Ray Orthodontics – Towson

•Resolved billing issues through meticulous research and effective problem-solving.

•Provided training and mentoring to staff on procedures, compliance requirements, and collections techniques.

•Managed office inventory activities, ensuring timely ordering, requisitions, stocking, and shipment receiving.

•Oversaw monthly billing process, ensuring compliance with company revenue recognition policies.

•Coached new hires and managed employees to achieve maximum production.

•Developed and negotiated payment plans with customers to bring accounts current.

•Maintained accurate and accessible records, adhering to internal and external controls and policies for accounting activities.

•Prepared internal and regulatory financial reports, balance sheets, and income statements.

•Processed orthodontic records by submitting them to state and private insurance companies for approval, utilizing the relevant procedural codes.

•Demonstrated a commitment to resolving patient issues by following up on previous interactions and ensuring that patients are satisfied with the resolution.

Work History (continued)

Eligibility Specialist, 07/1998 to 03/2001

Maximus – Baltimore, MD

•Reviewed SOFAR records and Identified cases inappropriately determined as ineligible for Title IV-E federal funding and resubmitted for reconciliation.

•Developed and maintained an audit trail for claims made by the State of Maryland for federal recoveries under Title IV-E.

•Collaborated with multidisciplinary teams to formulate comprehensive treatment plans.

•Utilized various databases (QUEST, CIS, AIMS, MABS, retroactive database) to track and analyze patient data.

Education

B.S Data Analytics, Western Governors University, projected graduation 2025

High School Diploma, Edgewood High School, 1992

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