Remote
Resume:
Glenda V. Satterthwaite
EDUCATION:
**/** - **/** ******** Processing Institue
East Hartford, Conn.
Programming Courses BASIC, FORTRAN and COBAL
PROFESSIONAL EXPERIENCES:
SGS Consulting Contractor at Assurant Insurance Co., Scottsdale, Az. June 2022 - August
Processing Specialist
Process documents and uploading photos in an accurate and timely manner to ensure proper insurance coverage for homeowners and client satisfaction goals. Make appropriate updates to client database.
Banner Health, Mesa, AZ. June 2021 - August 2021
ROI Service Rep
Responsible for providing support for patient medical records. Respond to phone calls from medical and support personnel requesting medical records or patient identification to be read from the record.
Intelliswift Contractor at Wells Fargo, Phoenix, Az. Feb 2021 - April 2021
Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications. Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling.
Voya Financial, Tempe, Az. 2019 - 2020
Customer Contact Center Repersenative
Assisting customers with their Retirement funds (401(k), 403(b), 457, 401(a))
Answered 60-70 inbound calls helping customers reach their retirement goals
Assist customers with requests ranging from loan requests, loan payments, plan design inquiries, balance transfers, and general information regarding their accounts.
Perform multiple tasks/navigate multiple systems simultaneously to service the customer’s account or troubleshoot their questions and issues striving for first call resolution.
City Of Fishers, Fishers, In. 2015 - 2017
Help Desk - Part time
Work with Police, Fire and Public Service Departments maintaing all laptops,cell phones, MiFi's and desktop upgrades and replacements. Create and resolve issues utilizing Track-It ticketing system.
Edward Rose & Sons, Carmel, In. 2013 - 2015
Ops Technology Specialist
Work with Regional Managers, Property and Maintenance Managers inserting vendors and invoices in Sage 300 and Dashboard. Synchronize vendors to dash. Run Auto Scripts which sweeps invoices and work orders. Write / edit incident reports and corresponding with insurance company regarding suits etc. Also meet with attorneys for dispositions and strategies.
Premiere Credit, Indianapolis, In. 2012 - 2013
Call center / Collections Representative
Communicate with debtors in regards to the repayment of their delinquent debt. Make required number of phone calls daily as determined by management. Profile debtors and obtain financial information. Update demographic and financial information on each call. Refer accounts for legal or administrative wage garnishment processes if applicable as dictated by department and /or client requirements. Effectively communicate with third parties to obtain location information. Ensure all accounts are worked within client standards and federal regulations. Work within FDCPA, state regulations, department/division & PCNA Compliance Policies. Maintaine clear, concise and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications.
Roche Diagnostics, Indianapolis, In. 2011 - 2012
Registration Desk Specialist, Information Technology
Headed the UPS Project: User ID and Password Synchronization. Provide the apperance of a single user ID and password for Genentech and Roche employees for all new hires as well as all users requiring access to the tools and resources from the other organizations (Roche employees from Genentech, Genentech employees from Roche. To use this going forward for all new user id's created as well as resolving all user id conflicts in existence today, between the systems. I also helped in building a mechanism that synchronized the password between Genentech and Roche directory stores. This resolved many of the issues with authentication.
Software:
Processed user account changes, moves and terminations.
Provided first and second level support for resolution of user access problems.
Granted access to IT systems and business applications.
Processed user authorization requests, logged them into the call management system and provided information to requester on status of calls until closed.
Hardware:
Diagnose issues on broken computers and swap parts to make in working order.
Premiere Credit, Indianapolis, In. 2009 - 2010
Skp Tracer.
Locate borrowers POE and home phone numbers.
Well Point, Indianapolis, In. 2009 - 2009
Help Desk Analyst
Deploy software
Reset Passwords - for share point, blackberry and mainframe applications
Manage over 27 applications
Troubleshoot hardware and software issues
Remote desktop
Knowledge of ports etc.
Map printers
VPN issues
Managae Domain issues
Outlook and Microsoft issues including IM communicator
Communicate both orally and in writing with users
USA Group/Sallie Mae, Fishers, In. 1993 - 2008
Computer Operator/Help desk Analyst:
Work with programmers and Tech Support to assist clients in resolving issues and problems.
Responsible for monitoring all application interfaces and escalating to proper support personnel.
Program in FACS, creating dialer pools, reports and the run of enables.
Created, updated and closed Service Desk tickets.
Created and ran scripts in UNIX.
Help test and debug new systems.
Created and maintained Training Manuals.
Utilized Track-It ticketing system to issue, track, and log troubleshooting needs for 6000+ workstations in 200+ locations.
Maintained a first call resolution rate of 95% with even 80+ calls on a daily basis.
Ability of multitasking in a fast-paced environment, while maintaing an emphasis on quality.
Triage work according to severity.
Create work orders if issues are not a quick fix.
Computer Skills:
Proficient in Microsoft Office Tools, Active Directory, Track-It!
Knowledge with computer hardware and settings
Programming languages: Java, C, C++, HTML
Operating System Experience: Windows, Mac, UNIX
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