Service Representative Customer
Resume:
Rhea Lund
**** ********* ****** *******, ** *****
********@****.***
Education: Legal Office Administration Certificate, Duluth Business University, December 1991
Skills: Excellent organizational skills as well as strong verbal and written communication skills. I am proficient in Microsoft Word, PowerPoint, Visio, Excel and Publisher, ADOBE Captivate, Call Center Management tools including CMS, Totalview and IP Agent. I am also skilled with the systems presently used in the Business Analyst role including, PROMPT, Test Director, Sharepoint, ADR and WebEx, Quality Center.
Certifications: Six Sigma Green Belt, Certification completed 2/11/08 with a score of 100%.
RSA Level 4 Certification completed 3/14/11
HR Block, First Year Tax Professional, training completed 3/4/15
Business Name: United Healthcare, 4316 Rice Lake Rd, Duluth, MN 55811 (May 2022 - present)
Positions held: Sr. Business Analyst
Collaborate with business and IT partners to define and prioritize business needs
Define and document the needs of internal business partners
Support multiple initiatives
Knowledge of regulations as it relates to enhancements
Analyze, create, manage, and monitor initiatives and system testing
Establish relationships across multiple lines of business
Consistently meet and exceed defined timelines.
Business Name: United Healthcare, 4316 Rice Lake Rd, Duluth, MN 55811 (April 2021 – May 2022)
Positions held: Capability Analyst
Collaborate with business partners to define and prioritize business needs
Define and document the needs of internal business partners
Support multiple initiatives across a broad spectrum of systems
Understand enterprise-wide business practices
Analyze, create, manage and monitor capabilities
Establish relationships across multiple lines of business
Consistently meet and exceed defined timelines.
Business Name: United Healthcare, 4316 Rice Lake Rd, Duluth, MN 55811 (Mar 2020 – April 2021)
Positions held: Customer Care Coordinator
Handle incoming Billing, Eligibility and Claims inquiries
Identified and assess customer’s needs quickly and accurately,
Partner with internal and external representatives to resolve complex customer service inquiries
Consistently meet and exceed established productivity scheduled adherence and quality standards.
Business Name: H & R Block 4602 Grand Ave, Duluth, MN 55805 (Aug 2014 – Present)
Positions held: Customer Service Representative
Handle incoming client requests (in person/via phone)
Identified and assess customer’s needs quickly and accurately,
Partner with Tax Preparers to quickly and accurately assess client needs.
Consistently met and exceeded established productivity scheduled adherence and quality standards.
Manage accounts receivables
Business Name: Blue Cross Blue Shield of MN, 1301 Chestnut St, Virginia, MN 55792 (May 2014 – Mar 2020)
Positions held: Customer Service Representative II (telecommuter)
Handle incoming Billing, Eligibility and Claims inquiries
Identified and assess customer’s needs quickly and accurately
Partner with internal and external representatives to resolve complex customer service inquiries
Consistently meet and exceed established productivity scheduled adherence and quality standards.
Business Name: United Healthcare 4316 Rice Lake Road, Duluth, MN 55810
Positions held: Lead Sr IT Business Analyst II, eSolutions (Feb 2012 – April 2014)
Maintained leadership regarding tools and processes to complete assigned projects
Effectively coach and mentor to management and staff personnel
Able to highlight issues/problems and convey complex thoughts, written and oral, in a clear, concise, timely manner
Uses appropriate communication vehicles; understands audience and uses the best method of conveying message
Maintains effective working relationships within and outside department while gaining the confidence and trust of client management
Strong understanding of the business, strategies and develops strong ties to upper management
Able to guide, lead and advise staff while providing clear and accurate information regarding tasks, assignments, policies, etc.
Sr IT Business Analyst II, eSolutions (Feb 2011 – Feb 2012)
Identify needed business process system changes; how to retool the business and or system and inter dependencies
Assist in cost/benefit analysis
Detailed deployment planning
Establish, Estimate and manage overall project plans for small to large size efforts
Assist in development of strategies and performance goals
Ensures all deliverables created by junior team members follow project guidelines
Perform data analysis
Develop and present conceptual and functional models and prototypes to users
Perform process mapping
Mentor, direct and review requirements of lower-level Business Analysts
Provides leadership on complex projects
IT Business Analyst II, eSolutions (Feb 2010 – Feb 2011)
Define and document business requirements
Consults with users to identify current operating procedures and to clarify program objectives.
Develop and document complex business workflows
Assist in determining needed resources and establishing overall project plans
Prepare project outline
Accountable for reading and understanding all business requirements within deliverables
Track overall project plans
Perform data analysis
Support design, considering business requirements
Prepare high level user documentation
Determine scope and resolution of problems and update partners
Present options for problem resolution
Estimate small-medium size work efforts with some involvement from supervisor
Provide and assist in training internal and external customers
IS Business Analyst I, Uniprise eSolutions (March 2007- February 2010)
Research and document requirements
Manage and deliver own project assignments
Write detailed business User Acceptance Test conditions and scripts
Initiates and prepares reports, charts and diagrams to assist in problem analysis and submits recommendations for solution
Perform/coordinate User Acceptance Testing with QA area
Prepare high level user documentation
Determine scope and resolution of problems of easy to medium complexity and update partners
Present options for problem resolution
Develop and document simple business workflows
Recognizes problems early, keeps manager informed of decisions
Prepare high level user documentation
Provide clear description of problems/issues for simple/routine problems]
Exante Bank Rapid Response Specialist (October 2005-March 2007):
Support Exante CCP’s
Handle escalated customer issues and manage Gatekeeper role and staff training
Assist workforce management maintaining staffing metrics
Support supervisory staff with verification of system details
Verify system and procedural issues
Developed process efficiencies
Working closely with training to update and improve current training curriculum.
Billing and Eligibility Rapid Response Specialist (May 2005-October 2005):
Support Billing and Eligibility CCP’s
Handled escalated customer issues
Managed load balancing assignments
Assist workforce management maintaining appropriate staffing metrics
Support supervisory staff with verification of system details
Involved in and supported various Call Center initiatives.
Billing and Eligibility Customer Care Professional (October 2003-May 2005):
Handled all incoming Billing and Eligibility phone calls
Identified and assessed customers needs quickly and accurately,
Partnered with other billing and eligibility department representatives to resolve complex customer service inquiries
Consistently met and exceeded established productivity scheduled adherence and quality standards.
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