Customer Service Business Analyst
Resume:
Cas Elmer Smith III
Cover Letter & Resume’ ****
Cell
Location
Linked In
*******@*****.***
Mesa, AZ 85202
cassmithiii
Lean Six Sigma Solutions Provider
Cover Letter
To whom it may concern,
Currently looking to fill a Customer Service role with:
•25+ years working with various pc os’s, hardware, software and web applications?
•20+ years working with spreadsheets and VBA for MS Excel?
•15+ years customer service?
•8+ years technical support management?
•2 years project management?
•5 years business analyst?
•3 years working with patients and providers within the healthcare industry?
•A lifetime of creating goals and systems to become more efficient.
•A self-starter? Especially since Covid-19 and looks like the remote workplace is not going away.
•Someone that is eager for challenges?
If so, then you need look no further. I would very much like to discuss opportunities with your company. To get the onboarding process rolling, please call me at 480-***-****. If unable to reach me, please leave a message.
Thank you for taking the time to review my resume. I look forward to working with you.
Sincerely,
Cas
Resume’ Begin
PROFILE
Collaborative, strategic and solutions-oriented professional seeking employment as a Customer Service Representative with opportunity for advancement. With my employment and professional development history, my skillset is that of a Business Analyst or Project Manager but am eager to start as a Customer Service Representative. My goal is to obtain an entry role in Customer Service until I have proven myself and then seek a Business Analyst when the opportunity arises. My unique skillset is to work with systems, discover challenges or inefficiencies and provide quick solutions and or a path of resolution. You may review my LinkedIn "Extended Resume Presentation" for further understanding of my unique skills.
EXPERIENCE
MEMBER SERVICES CONCIERGE
OSCAR HEALTHCARE
08/20– 10/23
Provided support for member’s of the Oscar medical network by remote via phone and instant messaging systems.
ACHIEVEMENTS HIGHLIGHTS
In 6 months, promoted from phone to messaging..
Worked on self driven project to help make a process more efficient.
Efficiency proposal submitted.
MEMBER SERVICE REPRESENTATIVE
MODIVCARE
01/20 – 08/20
Provided Medicaid/Medicare patient support with scheduling and ensure their rides are properly coordinated.
ACHIEVEMENTS HIGHLIGHTS
Maintain performance.
I was in training on my January 6th birthday and national event occurred!
Due to the nature of role, there was no time to properly evaluate processes.
Member Service Representative
STEWARD HEALTH CHOICE
11/18 – 03/20
Provided Medicaid/Medicare patient support and navigation through the Steward Health Choice.
ACHIEVEMENTS HIGHLIGHTS
93% average QA score.
Consistently was offered new to learn new lines of business.
Worked on self-motivated projects between calls to increase departmental efficiencies.
Due to Covid-19, these tools were unable to become production or live systems.
UBER DRIVER PARTNER – SELF EMPLOYED
UBER TECHNOLOGIES INC
07/17 – 11/18
TRANSPORTING UBER'S CLIENTELE VIA MY PERSONAL VEHICLE.
ACHIEVEMENTS HIGHLIGHTS
Solid understanding of the operation of private transportation services.
Passenger satisfaction rating of 4.86 stars while working the night shift.
INBOUND SALES REPRESENTATIVE
Triton Technologies, Inc.
03/15 – 06/17
Take inbound calls from infomercial and print campaigns. Identify why the customers called and offer items for related products.
ACHIEVEMENTS HIGHLIGHTS
Sales ranking 63 of 250+ employees
High upsell rate.
VARIED JOB DESCRIPTIONS
Varied Training and Work Experiences
5/10 – 03/15
Secured roles for in/out bound sales, marketing. varied training during the downtime after my stroke in early 2010
ACHIEVEMENTS HIGHLIGHTS
Gap in official employment history.
TECHNICAL SUPPORT MANAGER
Apollo Education Group
09/00 – 11/09
Began working for Apollo Group as a Customer Service Representative and advanced to management within 2 years. Supervised frontline phone support teams of up to 40 Technical Support Agents. Supervised business analysts who supported backend systems and communication needs. Evaluated team performance and lead various projects that became company wide solutions. Established departmental goals and tools for measuring employees. Utilized NICE application and AVAYA to manage call center metrics, call calibrations and perform random-sample audits on tickets created in HEAT (ticketing system).
ACHIEVEMENTS HIGHLIGHTS
Management within 2 years of employment
Developed a tracking system for Enrollment Counselors and the onboarding of new students
EDUCATION
2016
SIX SIGMA GREEN BELT
SIMPLILEARN ALUMNI
2005-2008
BACHELOR OF BUSINESS ADMINISTRATION – BBA – 3 YRS
UNIVERSITY OF PHOENIX
PHOENIX, ARIZONA
SKILLS & INTERESTS
Technology • Project Management • Healthcare Services • Efficiency Expert
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