Customer Service Help Desk

Chris Wilson

**** **** ** * *** **** * Clearwater, FL 33760 * 515-***-***** *******@*****.***

Technical Skills

Languages: JavaScript, Visual Basic.net, Visual C++

Software: XML Spy, XML Marker, FileZilla, Saleslogix, Microsoft Excel, Microsoft Word, Outlook, PowerPoint

Databases: SQL, Microsoft Access

Career History

Mercer

Carrier Delivery Coordinator Urbandale, IA

Review File requirements 09/19-Present

Review Files

Send file to various carriers through SFTP

Review error reports

Manually update 834, excel, txt files

PGP keys

Service Delivery Specialist

Ownership of client calls/ logs or agendas 08/18-9/19

Manage open project work

Review files

Communicates and collaborates with extended team

Reports

Service Delivery Analyst

Manage participant issues 12/16-8/18

Custom Reports

Audits via Excel

Update logs

Train clients

Test system configuration

Lead buzz meetings

Mentor new colleagues

Lead bi-weekly SDA meeting.

Marsh Urbandale, IA

Team Lead 07/14-12/16

Manage Team

Run reports

Answer and research Representatives questions.

Take Escalated calls.

Update Hypertext, MOSO

Sr. Insurance Assistant II 07/11-07/14

Rejects and Reinstatements.

Update accounts with any changes.

Billing, Debit/Credit report

Accurately input data from applications into the system.

Verify if application was filled out correctly.

Report any issues with applications.

Audit work.

Pending Report and assist with other reports when needed.

Customer Service Specialist 12/09-07/11

Answered inbound calls.

Assisted retirees with any questions they may have.

Assisted provider questions.

AppleOne West Des Moines, IA

Customer Service Specialist 10/09-12/09

Answered inbound calls.

Assisted retirees with any questions they may have.

Assisted provider questions.

Data Entry Specialist at Marsh 08/09-09/09

Accurately input data from applications into the system.

Verified if application was filled out correctly.

Reported any issues with applications.

Adecco West Des Moines, IA

Annuity Associate-New business at MetLife 12/08 to 07/09

Accurately input data from applications into the system.

Verified if application was filled out correctly.

Reported any issues with applications.

Mediacom West Des Moines, IA

Internet Support Representative 8/08 to 12/08

Answered inbound calls.

Troubleshoot internet and phone issues.

Scheduled technicians.

Cross sold products.

Businessolver Inc West Des Moines, IA

Model Office Coordinator 11/06 to 6/08

An online benefits company.

Created data files per insurance carrier’s specifications in XML Spy.

Responsible for all data files in production.

Daily tracking of data files.

Transmitted data files through FTP.

Developed duties and procedures for help desk.

Coordinated all help desk needs.

Set up passwords and users names for employees.

Set up access badges for employees.

Set up desktops and phones.

Created payroll comparison from data provided from company and clients using Microsoft Access.

Key Accomplishments:

Created Access database to compare data from company and client’s systems.

Created help desk procedures and checklist.

Head of production.

Marsh West Des Moines, IA

Sr. Insurance Assistant 01/01 to 11/06

A third party insurance company.

Liaison between sales representatives and insurance carriers.

Created and implemented process procedures.

Responsible for daily, monthly, and yearly reports to management using Saleslogix and Microsoft Access.

Tracked long term care applications and policies.

Tracked annuity applications and polices.

Maintained sales databases

Key Accomplishments:

Created Access database for long term care division.

Increased revenue for long-term care division.

Adecco Des Moines, IA

Customer Service Representative 06/99 to 1/01

An employment agency.

Audited small businesses for insurance purposes.

Managed 10 employees.

Trained employees to audit companies.

Maintained inventory and purchase orders for purchasing department.

US West Des Moines, IA

Repair Center Representative 06/95 to 11/98

A telephone company.

Took incoming calls for repair call center.

Scheduled technicians.

Cross sold phone products.

Education/Training

- Sales training.

Kaplan University, Des Moines Iowa

Associate of Applied Science in Computer Information Systems, July 2005

Major: Programming, GPA 3.3

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