JO-ROBIN D ORMON

Summary

Over eighteen years of IT and customer care experience with most recent emphasis in customer care including, but not limited to enrollment, primary care physician changes, claims and billing issues and disenrollments.

Customer service experience (on site call center and virtual). Client-oriented, thorough, well-organized team member committed to fostering teamwork and enhancing customer satisfaction.

Experience

Remote Customer Service Representative

Conduent, Florham Park, (Humana contract)

August 2022 to present

Provide customers with information that is specialized and communicated with empathy and sincerity. Gather information and create copious notes to update the database. Explain policies and benefits to policyholders. Escalate calls when needed, based on complaints or concerns. Capture information for grievances and appeals. Process premium payments and resolve billing/claims concerns. Conduct medical and dental provider locate for members. Record transactions and close out sessions when policyholder’s concern is resolved. Process requests for forms (Power of Attorney, etc). Process demographic changes. Engage in training to stay informed of system (CRM, Genesys) changes.

QA Tester/Business Systems Analyst

Human Touch LLC, McLean, VA (IRS contract)

May 2017 to Mar. 2020

Performed manual and automated testing; maintained and monitored computer programs and systems. Documented test results and systems procedures. Tracked defects and identified errors. Managed test projects and collaborated with teams. Developed standards according to system requirements. Successfully assisted my team with meeting the requirements set forth by our customer. Those requirements included, but were not limited to: meeting with programmers and developers to ascertain timely adherence to schedules, engaging with managers and supervisors in team meetings and test planning and providing detailed descriptions of next steps to ensure customer satisfaction.

ESAT Security Specialist (IRS contract)

Enterprise Solutions Realized, Columbia, MD

Dec. 2014 to Jan. 2017

Performed backend and regression testing *Review platform audit plan in preparation for test execution *Created test plans based on audit plan requirements *Updated documentation (to include End of Test Report, metrics) *Created and documented testing scenarios based on functional requirements *Create test cases and scripts to satisfy requirements. Modified test scripts prior to execution. Utilized tracking system to submit defects Uploaded weekly status report into SharePoint. Knowledge sets include: automated testing, developed test plans, integration testing, test cases and test plans. Direct communication (oral and written) with managers, programmers, team leads and developers.

QA Tester/ESAT Test Team Lead (IRS contract)

Enterprise Solutions Realized, Columbia, MD

July 2016 to Jan. 2017

Performed manual and automated tests; wrote detailed test scripts; Conducted test team meetings Participated in PMO weekly meetings. Participated in weekly test team meetings Initiated and conducted ad hoc meetings with Subject Matter Experts. Monitored test team platform test schedule. Constructed and delivered emails to specific team leads and managers when needed. Direct communication (oral and written) with managers, programmers, team leads and developers.

IT Specialist. (IRS contract)

Mar. 2013 to Sept. 2014

Integrated Systems Inc, Tysons Corner, VA

Rational Clear Quest, Rational Quality Manager (RQM), Pegasus, SoapUI, Informatica, XML Spy, Control-M, Tivoli, PG Admin

Performed functional and regression testing for IRS Modernized e-Filing (MeF) Project. Created test cases and scripts to satisfy requirements. Modify test scripts in Rational Test Manager. Execute manual test procedures and analyze results. Follow standards and procedures according to policy including maintaining test logs. Submit defect reports in Rational Clear Quest when tests fail. Report test results to Test Manager/Lead(s). Participate in peer reviews of test procedures. Develop 508 Accessibility testing skills. Produce daily test metrics utilizing data gathered from test team members. Perform high-level and technical test case folder reviews as needed. Maintain deliverables and work products on shared drives. Continue to gain testing knowledge on various systems. Conduct Evening Health Check and submit results to internal and external customer. Attend weekly test team status meetings. Attend weekly Requirements status meetings. Write weekly status report. Environment: Rational Clear Quest, Clear Case, SoDA and Test Manager, ParaSoft SOAtest 6.2, Pegasus

Customer Service Interviewer/Team Lead (part time)

Feb. 2010 to Dec 2015

IMPAQ International Call Center, Columbia, MD

Conducted computer-based, field tested questionnaires to respondents via telephone to collect survey information on a wide range of social and economic programs while adhering to HIPAA regulations to accurately record responses and feedback. Awarded Certificate of Appreciation for my dedication to the Job Corps national Data Collection Project. Promoted to lead 12 employees, tracking attendance and monitoring calls to ensure quality customer service and that accounts were accurately documented and meeting government guidelines, using computer assisted telephone interviewing (CATI). Decreased refusal rate to 19% after being appointed Lead Interviewer in 2014.

Customer Care and Retention

Jan. 2010 to Jan. 2014

Ford Motor Credit, Columbia MD

Skills

Customer Care, Customer Support, Advertising, Clerical, Database Administration, Delivery, File Management, Meeting Facilitation, Microsoft Office, Microsoft Windows 2000, Microsoft Windows 95, Microsoft Windows 98, Microsoft Windows Nt, Operating Systems, CRM, Excellent Presentation Skills, Quest, Scheduling, Statistics, Systems Analysis, Technical Writing, Exceptional Oral and written communication and interpersonal skills.

Education

2009 University of Phoenix, Phoenix, AZ

Associates of Arts: Business Administration

2015

Certified Life Breakthrough Coach

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