Customer Service Data Entry

Adeel Khan Phone: 614-***-**** Email: **********@*****.***

PROFESSIONAL SUMMARY

An experienced IT Analyst with comprehensive knowledge of IT domains of Retail Business Operations, Pharmaceutical and Manufacturing industries. A team player, with ability to establish and maintain effective working relationships with various teams and all levels of management. Dependent and responsible with excellent attention to detail; a self-starter, ability to work under high pressure and managing priorities under pressure. Excellent organizational and communication skills. Risk Management and Analysis. Microsoft Office: Word, Excel, PowerPoint, Access, SharePoint. E-Commerce and E-Delivery Channels, Digital Health Platforms, JIRA, Atlassian, CRM and HCM inventory Management tools, ServiceNow, RxClaims, AS400 and Backened Database. Extensive experience in Client Services, Project Deliverables, Go-Lives, Release Planning and Coordination, Change Management, Software and Product Lifecycles.

EXPERIENCE

VVF Company, Montgomery, Illinois Nov 2022 to Present IT Project Analyst

Assisted Product Managers with Lifecycle Management of Digital Products (Application Family)

Thorough working experience of the entire HCM (Hyper Control Management Tool) for inventory stocks and dashboard.

Triaged inbound requests supporting the product such as bug fixes or implementing new projects

Acted as a proxy for the product teams to interact with project teams and assisted tactical activities related to product management

Assisted Product Managers with translating business requirements into an IT product/ services roadmap for one or more major product areas

Accountable for overall delivery of a set of integrated, technically sound solutions for their assigned products

Analyzed all risks and applied to critical thinking to assess incoming business intake requests

Worked closely with business analysts as a proxy for Product Managers to develop requirements documents and use cases for new product / service features

Coordinated with DevOps Portfolio Release teams to ensure all planned releases are integrated into the product release schedule

Consolidated the status of all projects / programs impacting applications

Collaborate with delivery leads to develop project milestones and facilitates development and testing progress against milestones

Served as a liaison between product management and development and testing teams providing expert knowledge on Business Application design and business logic

Identified product interdependencies across projects and remove product impediments

Performed various testing techniques to ensure smooth user navigation of the website

Gathered business requirements through coordination with business analysts and initiative owners

Managed end user needs at all phases of systems analysis while considering the business implications of the application of technology to the current and future business environment.

Partnered with business and technology subject matter experts to elicit business requirements.

Performed back-end changes in product, pricing, customer look up, ecommerce, and inventory/stock levels through Hybrid Management Console tools

EbryIT Solutions, Aurora, Illinois Jul 2022 to Nov 2022 Contractor - IT Development Coordinator

Facilitated development, review and approval process of client communications.

Managed Brand Compliance inbox and routed queries to appropriate areas.

Validated if the content of the presentations, documents, brochures, PDFs was following company communicate guidelines.

Worked closely with internal clients and stakeholders to meet client expectations.

Determined appropriate communication strategy to address critical issues.

Analyzed all the incoming project review requests and determined appropriate actions to be taken to ensure the smooth review process.

Logged in new review requests using Microsoft Access by providing crucial project information to the editorial review team.

Communicated anticipated Finalist projects that were to be assigned to the team.

Tracked and verified the status reports on projects and made updates as per required.

Utilized company’s tool like Oracle and extracted important member communication documents to help support other departments.

Routed proper approvals and ensured the work is aligned according to print standards

Maintained print vendor relationships and stayed on top of all print communication

Determined the appropriate scope, timing and logistics of the audits

McKesson, Aurora, Illinois Jan 2018 to May 2022 IT Project Coordinator

Served as a SME of Transition Benefit and Prior Authorization member communications

Conducted auditing of compliance levels with Medicare and Medicaid requirements

Gained solid knowledge on PBM Operations, Healthcare, RX Insights

Data entry and research as required to troubleshoot customer problems

Wrote Job Aids and produced Standard Operating Procedures for Department Training

Audited Prior Authorization and Transition Benefit Letter Automation process of files

Ensured all formulary records were handled as per HIPPA standards

Generated reports for leadership and communicated monthly production counts

Supported internal business partners, account managers and sales team through review of requests and proactive submissions

Managed vendor relationships and communicated proactively on all submissions

Analyzed monthly generated reports and identified gaps and areas of improvement

Performed intense client audit on a daily, weekly and monthly basis

Possessed strong knowledge of Government plans, Medicare Part D, and CMS requirements

Performed oversight of the internal automation processes to ensure transfer of files

Escalated automation process breakdowns and critical service disruption issues

Ensured SLAs and compliance requirements were met

Performed oversight of the vendor production processes

Participated in client implementations and collaborated with internal partners

Reviewed the ART Files and proofed company logos

Supported internal business partners, account managers and sales team through review of requests

Participated in Go Lives, Release Management and Change Management processes

Actively led new implementation calls and initiatives to transform and adapt to the business needs

Performed peer review with thorough focus and adherence to Quality Assurance guidelines

Kroger Corporation, Columbus, Ohio Dec 2007 to Dec 2017 Customer Service Lead

Maintained a positive, empathetic, and professional attitude toward customers at all times.

Responded promptly to customer inquiries.

Communicated with customers through various channels.

Knew our products inside and to address customer questions.

Processed orders, forms, applications, and requests.

Kept records of customer interactions, transactions, comments, and complaints.

Communicated and coordinated with colleagues as necessary.

Provided feedback on the efficiency of the customer service process.

Managed a team of junior customer service representatives.

Ensured customer satisfaction and provided professional customer support

Supported customers by providing helpful information, answering questions, and queries

Helped ensure that customers are satisfied with products, services, and features.

Excellent communication abilities and data entry skills are essential for candidates.

Maintained solid customer relationships by handling questions and concerns with speed and professionalism

Resolved customer complaints, managed database records, drafted status reports on customer service issues

Education

Bachelor of Commerce

University of Karachi

Achievements

Received multiple outstanding employee awards during my tenure at Kroger

Service recognition awards at 5 and 10 years

Integrated Technology and Product Trainings

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