LaRae Gilbert

IT & Data Project Manager

[ad36j3@r.postjobfree.com] [210-***-****]

Five years of experience in customer service, data, analysis, and administrative work. Recently completed the Google Project Management Professional Certificate — a 6-month intensive Project Manager program that covers competence in initiating, planning, and running traditional and agile projects. I also obtained my Google IT Support Professional Certificate — an 8-month intensive IT Support program that covers troubleshooting, customer service, networking, operating systems, system administration, and security.

Relevant Skill

·Ability to delegate tasks.

·R programming and Linux

·Capacity to lead and motivate others.

·Ethical, honest mindset towards business.

·Exceptional problem-solving skills.

·Strong conflict resolution skills

·Interpersonal and excellent communication skills with stakeholder management.

·Competent in many foundational skills in Data analysis, database analysis and SQL spreadsheets

·Security management, ticket systems, hardware & software

·Preparing, processing, share data through thoughtful action.

·Ability to use specific software such as Microsoft Office 365, spread sheets, Asana.

Achievements

· Managed over 50 customer calls per day at Telrite.

· Increased sales by 15% at Telrite.

· Managed over 150 customer calls per day at Connexion Point.

· Managed 40-100 MMR patients during Hedis Federal Audit at Inovalon.

· Google Project Management Professional Certificate · Google IT Support Professional Certificate: Information Technology · Google Data Analytics Professional Certificate: Data Analytics

Work Experience

Remote IT Support Specialist/CSR, Telrite (Seasonal)

2023/05- 2022/12

· Providing Merged data from different sources using limited program language R.

· Used visualisation maps to locate regions that were approved for providing services to customers, whether they were in-network or out-of-network.

· Self-motivated, strong sense of personal responsibility, and collaboratively in a team environment.

· Proven ability to learn quickly and adapt to new situations.

· Used critical thinking to break down problems, evaluate solutions, and make decisions.

· Organised and detail-oriented with a strong work ethic.

· Provided Tier 1 IT support to non-technical internal users through desk-side support services.

· Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtime.

· Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular, and Tablets.

· Used ticketing systems to manage and process support actions and requests.

· Monitored systems in operation and quickly troubleshot errors.

· Prepared new computers and mobile devices according to internal policies on standardised software and security deployments.

Remote Grievance Resolution Specialist/ CSR, Cigna (Seasonal)

2022/02- 2021/11

·Analysed data from multiple systems used to secure patients' information, abstracted to determine customer grievances.

·Established customers that had complaints about their incentives being denied for their yearly annual visit.

·Performed supporting EMR files to ensure compliance for issues filed promptly for federal review.

·Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

·Provided primary customer support to internal and external customers.

· Responded to customer requests for products, services, and company information.

· Developed customer service policies and procedures to meet and exceed industry service standards..

Remote Customer Service Representative/Insurance Affiliate, Connexion Point (Seasonal)

2021/08- 2021/11

· Schedule appointments for customers who want to attend OEP seminars using approved metrics and charts that determine availability for customers.

· Transferred calls to Licensed agents to enrolled new & existing customers into perspective health care plans.

· Responded to customer requests for products, services, and company information.

· Handled customer inquiries and suggestions courteously and professionally.

· Developed customer service policies and procedures to meet and exceed industry service standards.

· Updated account information to maintain customer records.

Data Analyst & Scheduling Specialist, Inovalon

2019/08- 2020/08

·Upheld security and confidentiality of documents and data within areas of responsibility.

· Excel spreadsheets were created for patient information and providers contacted for MMR retrieval.

· Managed and obtained MMR from healthcare facilities for chart review (Risk Adjustment) by distributing 40-100+ patients daily.

· Used multiple data systems that were implemented to file, track, and decide locations of files with Microsoft 365 and Excel.

· Obtained members' health plans to aid with wellness assessments aligned with major. Healthcare Organisations such as Aetna and United Healthcare coordinated healthcare appointments for Health Plan members for further review.

· Designated issues, complaints, and any use of fraudulent activities of their identity to Member Services for various Health Plans as well as assisted with EMR cases for Federal Medical Record Review (HEDIS).

· Scheduled SDCs for MMR chart collection and by use of 3-party Vendors such as CiOX.

· Collaborated with business-unit leaders to identify and prioritise problems.

Data Security Professional Analyst, Phoenix Nap

2018/04- 2018/08

· Monitored dual data systems and caged routers by preventing losses and damage by reporting irregularities.

·Monitored the efficiency of data pipelines on AWS Cloud.

· Daily access to multiple databases to promptly detect and address any malfunctions.

· Utilised multiple computers ensuring entry process for clients to their routers Systems included Eye retinal and re-entry into denied access points

· Assisted clients such as Amazon and COX to prospective routers.

· Managed 25 tickets per day.

· Demonstrated respect, friendliness, and willingness to help wherever needed.

· Cultivated interpersonal skills by building positive relationships with others.

Education

[2003], Christopher Columbus HS

[2014-2018], [Capella University, coursework in Healthcare Business Management]

[2021-2023], [Coursea, Professional Certificates in Data Analytics/IT Support/ Project Management]

Professional Development

· Google Project Management Professional Certificate (2023/10)· Google IT Support Professional Certificate: Information Technology (2023/07) · Google Data Analytics Professional Certificate: Data Analytics (2021/06)( All Certs listed are ACTIVE)

Awards and Recognition

· Awarded 100 % on QA in 2022/05-2022/12 and given $10 Visa Gifts several times throughout the duration of employment at Telrite.

·2014-2018 Dean’s List while attending course work at Capella

References

Available upon request

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