Quality Assurance Customer Service

MARTINA MOBLEY -ALTICE

**********@*******.*** 267-***-****

INFORMATION TECHNOLOGY

Dynamic professional transitioning from Behavioral Health to IT, leveraging a strong foundation in problem-solving, client-focused communication, and data analysis. Proven ability to manage complex cases, develop effective solutions, and adapt to diverse environments. Eager to apply analytical skills, technical proficiency, and a commitment to continuous learning in a technology-driven role. Adept at troubleshooting, project management, and collaborating with cross-functional teams to drive innovation and efficiency. EDUCATION

JobWorks TechWorks. IT Training Program May 2024

Chestnut Hill College, Bachelor of Science May 2015 CORE COMPETENCIES

• ITF – Certificate Pending

• A+ – Certificate Pending

• Cloud Management

• Networks & Software

• Microsoft Suite

• Security Policy &

Procedures

• Customer Service

• Quality Assurance

• Client Relations

• Communication Skills

• Maintenance of Existing

Applications

• Local & Wide Area

Networks

RELEVANT EXPERIENCE

Customer Service

• Ability to engage clients and stake holders in-person, via phone/virtually for the continuity of care of high-risk cases

• Collected accurate customer feedback and escalated unresolved issues and developments to Executive team

• Assisted registered voters with polling information and print out ballots: provided procedure regarding mail in ballot

• Served as the initial contact point for clients seeking technical support/intake over email or phone

• Determine best solutions based on technical details described by customers concern/inquires Quality Assurance

• Completed 10 calls per month regarding client/customer satisfaction of services from treatment and clinical teams

• Documented quality assurance calls on QA forms and escalated concerns to executive team for resolution

• Maintained and assisted clients with inactive insurance; emailed treatment team of temporarily pause in service

• Prepared follow-ups outreaches to prospective providers to obtain credentialing paperwork or utilizing deadlines Technical Skills

• Perform remote troubleshooting using pertinent questions as well as diagnostic techniques

• Recording technical problems and solutions in records and logs/electronic medical record databases/SOP’s

• Ability to submit/create a ticket to identify, diagnose, troubleshoot and resolve technical issues

• Answered queries to basic technical problems and/or offers advice for solving them Philadelphia Board of Elections, Philadelphia. PA November 2023-Current Minority Clerk – Board of Elections

Philadelphia Mental Health Center, Philadelphia, PA June 2018-October 2023 IBHS Senior Care Coordinator- Staffing Plus

Intercultural Family Services Philadelphia, PA September 2017-June 2018 School Therapeutic/Behavioral Health Worker -Contractor Express Professionals, Bala Cynwyd, PA February 2017 –May 2017 Contract Liaison - MedRisk, Inc.-Contractor

FMA Professional Resource, Abington, PA April 2016 –February 2017 School Therapeutic Worker - Pastorius Mastery Charter School -Contractor Binder & Binder, Philadelphia, PA September 2015 –April 2016 Caseworker

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