Customer Service System Integration

Tiffani Caffrey

Chicago, IL • 773-***-**** •*******@*******.***

Summary of Qualifications

Offering a strong academic background in IT combined with hands on experience during my internship in System Integration IT helpdesk.

Focus on technical troubleshooting skills used to rapidly resolve challenging technical issues.

Quickly learn systems and technology; using Cerner and various databases to process data.

Provide analytical problem-solving, communication, and organizing within a team environment.

Providing customer service and management skills over 20 years’ experience.

Education

Keller School of Management– Chicago, IL

Master of Information System Management

Concentration: Healthcare, Graduated October 2011

DeVry University-Chicago, IL

Bachelor of Science in Computer Information Systems

Major: Enterprise Computing, Graduated June 2010

Technology Skills

Systems:

MS-Dos, Mainframe, UNIX, Linux, Windows Vista/NT/2000/XP, OS/2, Active Directory, Workstation, Party Central, Omni

Languages:

Visual Basic, PL/SQL, HTML, XML, ASP.NET, VB.Net, ASP.NET, PHP, RPG, Java

Software:

MS Visio, MS Office, MS Project, People Soft, Marsha, Navigator, Life Cad, Citrix

Experience

KForce/JP Morgan Chase, Chicago, IL September.2018-Febuary.2019

Tax Analyst (Contract)

Assessing integrity of data, testing the database and completing system updates for 1099 and tax reporting.

Participated in creation and testing for the company’s new database to organize all tax reporting data.

Upload feed. Created Excel VLOOKUP to scrub data.

Process data in databases such as workstation, omni, connect, and database toolkit created in Access.

Assist the team with tax projects that impact their accounting system including system enhancements and transition of accounts from other platforms.

Confirm W8-IMY Foreign Intermediary & Flow-Through Entity Updates throughout systems.

Review and analyze client tax information across various systems (withholding status, Chapter 3 and Chapter 4 status, various FATCA related data points).

H&R Block, Chicago, IL January.2011-current

Sr. Tax Specialist (Seasonal)

Provide customer service with advance knowledge for client tax purposes.

Troubleshoot with any issues with day to day usage of computers, printers, fax, copiers, etc.

Operate as assistant manager for over 10 employees.

Counted nightly deposits and cash drawer, resulting in accurate reports for management review.

Maintain office supplies and deliveries for two office locations.

Dedicated office management professional with experience handling a wide range of administrative, technical and executive-support task.

Process individual and self-employed taxes for Federal & State taxes.

IRI, Chicago, IL June.2011-June.2017

System Integration Analyst

Retrieve data from retailers POS system.

Accurately setup new stores using FTP scripts within LogMeIn to receive data to IRI.

Created schedulers to automatically send data files to our ftp server. Also, setup up email and dial-up.

Professionally communicated with retailers to resolve trouble shooting issues on POS system.

Verify data is valid. Properly read ASCII and some binary data.

Worked on projects dealing with liquor data to be reprocessed to the mainframe.

Beacon Hill Associates/Grub Hub, Chicago, IL Temp October.2017- November.2017

Data Operations Associate (Contract)

Verifying accuracy for restaurant menus using proofreading skills in AP Style.

Processed menus using Salesforce to comply with Grub Hub policy and procedures.

Received accommodations and acknowledgement on performance and work ethics.

Actively handled high volume count of menus being processed to meet deadlines.

Strong time management skills with the ability to be self-motivated and work independently

Kforce/DePaul University (LPC), Chicago, IL January.2016–June.2016

Access Service Desk Supervisor (Contract)

Charge/discharge materials; update ILLINET Online (IO) circulation records.

Provided reserve assistance, IO search assistance, and any other tasks connected with the Access Services Desk.

Perform library closing procedures. Meet every standard regarding safety and confidentiality of library materials and equipment

Assist patrons in use of the library and IT help as needed such as using the online catalog and locating specific titles; assist users with the operation of microfilm and audiovisual machines; assist users with the operation of photocopy machines and Demon Express.

Monitor the book charges made from other locations, making sure the routine processing is done properly.

Kept the necessary statistics on journal requests, photocopying, etc. Perform additional duties as assigned.

John H. Stroger Hospital, Chicago, IL June.2009-June.2010

System Integration IT (Summer Internship)

Constructed basic understanding of HL7 messaging (ADT).

Navigated through systems to resolve trouble shooting issue by creating tickets.

Worked on systems such as Cerner, UNIX, Power chart, Registration, etc.

Learned how to create and change scripts using Java Script.

Conducted understanding of billing systems.

CNA Insurance, Chicago, IL January.2006-June.2008

Customer Service Specialist

Processed 50 to 100 pieces of mail weekly to provide accurate address changes, Electronic Transfer Fund (EFT) and Income Verification.

Answered 40 to 75 calls daily to resolve customer issues, and general inquiries.

Reissued 5 to 10 payments weekly, into replace lost checks, resulting in achieving customer satisfaction.

Reconciled accounting department issues and pension issues by companying records from Structured Settlements and Pension Annuities claims to obtain accurate financial balances.

Special projects, resulting in correcting auditors concerns and issues with LIFECAD.

Utilized LIFECAD computer program for special projects to correct auditors concerns and issues.

Initiated changes in master files regarding requested contract and certificate changes in coverage’s, Structured Settlements and Annuity payment to improve billing and accounting information.

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