Resolution Specialist Qa Tester
Resume:
Tarsha Nelson
Tampa, FL ***10
813-***-**** (Cell)
*******@***.***
KEY SKILLS:
Health, Life Insurance, Disability (Short and Long Term)
Excel, Word, Vizio, Power Point, BPI Process Management Project, 834 File Feed
Quality Assurance Training and Auditing/ SME
Quality Assurance Testing/ QA Quality Center/Defect Initiation
Project Tracking
Cisco Communications
WEB Gateway Tool
EDI 834/820 Audits
PROFESSIONAL EXPERIENCE:
Health Plan Services
8/2014- Present
Account Resolution Specialist Mkt Place
Handles one or more business units; Billing and Enrollment
Handle escalated calls for one or more business units;
Review and sign-off on all exceptions for one or more business units;
Respond to written inquiries, grievances and/or appeals as needed;
Work closely with management and the Voice of the Customer Unit to define problems and facilitate Process Improvement.
Supports the objectives of the team, department and corporation.
Takes on special projects as requested;
Regular attendance in order to meet business objectives
Submit IMS tickets/ Maintains schedule adherence of 97%
Support iGate/CapGemini
May be accountable for work of others.
Minimal supervision required.
Tasks in direct support of the department's primary activities for which the incumbent has the direct responsibility for recommendations that will result in action with minimal review.
2015 BPI Billing & Enrollment Project
Health Plan Services
June 2013 – August 2014 (G2E)
Associate Technical Business Analyst (Assisting as QA Tester in IT)
Execute any and all tasks given via Team Leads
Create and execute user stories for several PSCR’s providing necessary resolutions.
Test of the implicit requirements
Test of the system in SIT and UAT using different types of tests and tools
834 Feeds.
Test user stories using various software; CSR, TAS, MAINFRAME
Resolve test issues and re-test for functionality intact
Test of system once deployed to Production
Attend all conference calls in reference to internal and external updates
Health Plan Services
March 2010 – May 2013
Client Services/Account Resolution Specialist
Manage Escalated Inbound and Outbound calls via ACD
Respond to calls from agents, group contacts, and administrators with billing and enrollment issues
Perform monthly monitoring of Client Service Representatives/ Peer Coaching
Audit calls on Client Service Representatives
Manage day-to-day Billing and Enrollment SLA’s
Support objectives of team, department, and company
Liaison for internal and external relationships with customers and departments for problem and/or issue resolution
Customer service to All/ Processing requests/ Exceptions
Assists with all other functions and tasks as directed/Timesheets/Special Projects
Subject Matter Expert
Health Plan Services
2007 –2010- Life Claims Examiner
2004 – 2007 - Medical Underwriting
2000 – 2004 - Account Resolution Specialist
1993 – 2000 - Billing and Enrollment Specialist
Objective: To secure a responsible career opportunity, where I can fully utilize my Leadership, Data Base Support, Customer Service, Billing and Enrollment skills, while making a significant contribution to the success of my employer
Contact this candidate