Data Analyst Call Center

Gregory Geliver

Mobile: 623-***-****

Email: *******.*******@*****.***

Summary

IT Professional with 20+ years of experience in Software Development, Business Intelligence and Data Warehousing

Strong background in Pro C, VBA, Macros, SQL, SAS, COBOL

Advanced database tools skill set in Data Warehouse such as ORACLE, MS SQL Server, Toad, Business Objects

BSA with extensive experience in Data Analysis, Modeling and ETL

Accomplished team player and contributor with experience in multinational organizations and diverse teams

Fast learner, motivated and dedicated to continuous skill improvement

Delivers high quality solutions on time, according to customer requirements and within assigned budget

Education

DeVry University: 1999 – 2002

Bachelor of Science in Computer Information Systems

Skills

Strong background in Pro C, VBA, Macros, SQL, ETL, SAS, Teradata SQL

Advanced database tools skill set in Data Warehouse such as ORACLE, MS SQL Server, Toad, Business Objects, SSIS, COGNOS, SSPS

BSA with extensive experience in Data Analysis, Modeling and ETL

Accomplished team player and contributor with experience in multinational organizations and diverse teams

Fast learner, motivated and dedicated to continuous skill improvement

Delivers high quality solutions on time, according to customer requirements and within assigned budget

Work Experience

DHL Aug 2021 – Aug 2022

Integration Specialist, Customer Integration Management

Business IT

Providing frontline support to the customers, resolving complex, business impacting problems

Ensure all issues are resolved in a timely and accurate manner while leveraging internal tools, co-supporting resources

Communicating ticket status and issues to customers and coworkers

Working directly with existing clients and trading partners on projects and providing production support

Fields ticket support

Document all client interactions and resolutions within internal ticketing systems

XML file system support

Wells Fargo

Financial Crimes Specialist II Dec 2020 – Apr2021

Handle customer inquiries using multiple online computer systems with technical proficiency. Exhibiting excellent communication skills to conduct thorough questionnaires while documenting and researching all required information to assist the customer in resolving their fraud or merchant dispute.

As the nature of claims handled can be complex; therefore, direct communication with merchants is often required to resolve customer disputes.

Working with debit card, check fraud and Automated Clearing House (ACH) claims, knowledgeable in Regulation E, CC/DD and working with general ledgers. Current systems such as Hogan, DAT, FDR, VISA, OBI

Handle customer inquiries using multiple online computer systems with technical proficiency. Exhibiting excellent communication skills to conduct thorough questionnaires while

Wells Fargo May 2019 – Apr 2020

Business Systems Consultant Consumer Banking Control Sales and Services Oversight (SSCOT)

Monitoring and researching allegations of inappropriate sales practice

Working with the Sales and Service Conduct Oversight Team to determine appropriate resolution or escalation of individual cases of alleged misconduct

Utilizing a variety of databases in SAS-SQL, Teradata, Access, Excel and other internal Wells Fargo systems in order to analyze key metrics to consolidate and report findings and ensure team members are conducting sales with integrity

Responsible for partnering with relevant business group to identify, assess, manage and mitigate current and emerging risk exposures associated with their activities and operations

Monitoring, measuring, evaluating, and reporting on the impact of decisions and controls of the relevant business group and enterprise function

Arizona Health Care Cost Containment System (AHCCCS) Mar 2019 – May 2019

Data analyst

Develop the process and procedures of the Y1 and Y2 Targeted Investment Program.

Perform complex data analysis and present recommendations to management

Identify methods and data to manage Targeted Investments utilizing Excel, SPSS, Cognos, Business Objects and SQL

Provide technical assistance to stakeholders

Maintain data integrity for Targeted Investments Program, while collaborating with project teams to meet Program requirements

Deliver solutions on time and according to internal and external customer’s needs

Develop effective methods of data handling and analysis for TY2

DirectMailers (DM) May 2018 – Oct 2018

Sr. Data Analyst

Work within mailing systems and workflows to complete campaigns for variety of industries, including mortgages, banking, automotive, retail and e-commerce

Perform extensive QA on data pulled for campaigns using SQL queries and/or Access

Summarizes data for quality control or ad-hoc requests using SQL and Excel

Communicate with the rest of the team around deadlines and process improvements

Import, export and transform large volumes of data using Snowflake data warehouse build for the Cloud

Create, modify and run data selection of the large volumes of data using client’s criteria

Efficiently navigate in a high stress, deadlines-intensive environment

Interface with the clients about mailing process, mailing criteria, and changes affecting deadline

Created E Mortgage Managements based on customer specifications to provide mortgage offers products sponsored by Fannie Mae (FNMA), Freddie Mac (FHLMC), Home Affordable Refinance Program (HARP), Federal Housing Administration (HUD-FHA), U.S. Department of Veterans Affairs (VA) using complex SQL statements (CREATE, SELECT, INSERT, UPDATE) as well as linking various tables (Inner Join, Left Join and Full outer Join) and SSIS for detailed customer address

Select data for mail marketing based on python scoring code by updating requirements and create print ready files for printer

Cognizant Sept 2016 – Feb 2018

Sr. Data Analyst

Analyzing health care information, including claims, membership, provider, and demographic data obtained from the EDM (Electronic Data Management) SQL server using complex SQL statements

Assisting with gathering and reviewing the business rules during the implementation process of new clients that require submission of the encounter data for compliance with government programs, such as Medicare and Medicaid

Maintaining and adhering to response files, to route issues for timely resolution and ensure program compliance on behalf of the clients

Analyzing data in both the claim source and EDM to find root cause for outstanding encounters, identifying various trends in data or processing issues, and routing to the appropriate team for resolution

Providing information for documentation detailing the procedures, outcomes, observations and making recommendations for updates and changes to the Health Plan and/or members of the BMS Claims team to meet regulatory compliance for programs such as Medicare and Medicaid

Created MS Access system for remediation team based on the State of NJ rejection codes and internal EDM Scrub’s Completed full cycle from rejection on SQL Server passed on to VBA system and forwarded to the claims, membership, provider teams to correct rejection based on the various codes to be resubmitted to the state to make corrections and resubmit claims/encounters

Worked closely with the client on maternity claims voiding and resubmitting based on the client requests

Participate in RAP (Request for Anticipated Payment) process for the State of NJ

Posting and tracking the results of the response files to monitor Service level agreements for the client and compliance measurements, which includes the use of the EDM Mapping Document for the layout of 837 VBA-SQL files to understand the correlation of data in the source system such as Facets or for custom databases for TPV file layouts, and the mapping to the EDM database

Created Summary report using 835 VBA- SQL files from the state indicating which encounters were successfully submitted or rejected

Created parsing using VBA_SQL Access of 837 files both Professional and Institutional that were constructed and to be submitted to the state. This initiative provided our team better understanding of the claim structure and effectively eliminate errors on the claims that were not accepted by the state

Created COS parsing using Access VBA to have better understanding on MSO Encounters

Collaborating and working closely with the client and other teams to promote effective working relationships

American Express Jul 2015 – Sept 2016

Senior Business Analyst, Unified Communications and Collaboration Group

The American Express Unified Communications and Collaboration portfolio offers solutions for bringing multiple tools together such as instant messaging, conferencing, email and voice calling, for seamless interactions with co-workers, partners and customers from nearly any device and any place

Responsible for evaluating and documenting business requirements, modeling data and system requirements that enable the enterprise to use voice, video, and web technologies to facilitate knowledge sharing through a unified user experience

Providing internal customers with support in provisioning Cisco WebEx Voice over IP (VoIP) tool and connectivity, as well as connectivity issue resolution

Analyze data provided by British Telecoms (BT), leveraging Access and Excel 2013

Discovered a cost saving opportunity through comparative analysis of user information against Active Directory records employee accounts identified as no longer with American Express will be removed and BT invoicing adjusted, thus providing reduction in UCC expenses (initiative approved and planned to start November 2015)

Created and configured MS Excel-VBA and PowerPoint code to create monthly and weekly Dashboard reporting

Liaison between internal UCC, AMEX Help Desk and British Telecom’s Customer Support

GP Software LLC Jan 2015 – Jul 2015

Sr. Business Systems Analyst

Contracted with Global Corporation on restructuring the intranet web site from CGI/Perl to

ASP.NET MVC 5

Implemented using ASP.NET MVC, SQL Server, jQuery, Fluent Validation, Entity Framework 6, LINQ

Use of Bootstrap CSS, supporting a Responsive Web Design and providing ability to view pages on tablet or mobile devices

CVS Health Aug 2014 – Oct 2014

Data Analytics, MCO (Member Communication Operations)

Responsible for performing database list pulls for strategic initiatives to support communications to PBM members primarily relating to formulary and benefit plan designs

Leveraging sophisticated database management platforms, including Teradata, Oracle, SQL-server, using structured programming SAS 9.3 for direct marketing

Executing structured SAS-SQL code to synthesize large amounts of relational data and optimize complex member communications products to key audiences

Perform quality assurance on list pulls

American Express Sept 2011 – Aug 2014

Sr. Business Systems Analyst, Global Control & Regulatory Assurance

Manage and provide daily, weekly and monthly critical reporting to track American Express Global Call Center compliance with US Government regulations, as well as internal company requirements and procedures – such reporting provides mitigation for risk of non-compliance and financial penalties to American Express that may exceed USD 1 billion

Develop and manage internal work and data sources for GCA Global Control, Compliance and Quality, including running nightly batch jobs to update the required datasets for daily production

Designed and Implemented Targeted Transaction Testing for GCA call center which is used for monitoring Regulatory Compliance for US and International markets

Work with technology and other business partners to optimize quality data sources as Sybase and MS SQL Server which are required for data integration to track Global call centers

Create accurate reporting for presentation to senior management levels, using SQL in SAS 9.2 for Windows, including work samples to monitor phone specialist’s activities (fraud and false entries of American Express customer information)

Work with business partners to identify and specify application requirements; projects include development of small and medium size information systems applications for regional and global Business Unit teams

Identify and deliver data gaps within Credit and Fraud processes, using reporting and analysis to track changes

Build SharePoint site for Global Control, Compliance and Quality team as part of collaboration tool set for project teams

Freelance August 2008 – May 2011

Web Developer

Worked as freelance Web Developer updating and enhancing web projects for private individuals mostly utilizing ASP.NET technologies

Added user controls, coding in HTML, updating CSS for consistent look, navigation, and validating user input and updating SQL Databases as well as creating reporting

TopLine Strategies Mar 2008 – Jun 2008

Web Developer

Maintained web application for Blue Cross Blue Shield of Tennessee (BCBST), main Health Care Solutions provider in a state of Tennessee for businesses and individual clients

Defect solving; providing various modifications in addition to new solution development and implementation

Utilized SalesLogic (CRM) system to align with customer requirements and deploy new initiatives

Tested and solved clients reporting system to perform in IE6 and IE7 browsers using XML, JavaScript, and VB6.

Transitioned Classic ASP applications into ASP.NET

Successfully completed SalesLogic Implementation and Developer training

Performed quality assurance and performance system testing

Acxiom Jan 2001 – Mar 2008

Programmer/Solutions Developer

Successfully transitioned from Financial Systems Data Analyst to Programmer/Solutions Developer

In-house development of JTS application (Job Control System) to enable a team of over 70 employees to create, track, maintain and process direct mail jobs for MBNA/Bank of America Financial institution

Designed, developed, tested and implemented new functionality for JTS, creating new windows, menus, various reports/graphs using PowerBuilder 6.5, PowerBuilder 8.x and exchanging data with multiple platforms such as Mainframe, UNIX, Oracle 9i, MS SQL Server

Created updated and maintained SQL Server procedures and triggers and providing connectivity to database for JTS system with MS SQL Server 2000

Modification of modeling system used by the client to target new customers utilizing C/Pro C/Oracle 9I

Created daily and monthly reports for customer analysis from Oracle 9i Data Warehouse using Business Objects 6.5 and SQL Plus on UNIX platform

Provided monthly data to the business customer from Oracle 9i/Unix Data Warehouse using Toad.

Conversion/migration of application in PowerBuilder 4 to PowerBuilder 6.5 because of modifications in database/tables. Oracle database used (PL/SQL)

Computer Graphics/Acxiom Mar 1999 – Dec 2000

Data Analyst

Secured Credit Cards and Classic Market processes for Providian Financial client. Spearheaded the creation and support of an audit process that allowed the client to schedule and track effectiveness of direct mail and telemarketing campaigns.

Led front-end and backend teams in designing, redesigning and enhancing auditing processes to allow the client to mail more than 64 million offerings per month

Identify errors in COBOL programs in the code or logic by reading the printout

Recognized for developing a process that loaded more than one billion records in less than three days

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