Customer Service Quality Assurance
Resume:
Belkis Marcott Waterloo, WI *****
*************@*****.***
SUMMARY
Dedicated quality assurance professional with 15+ years in software testing, customer service coordination, and claims processing. Known for attention to detail, strong analytical skills, and commitment to efficiency, I ensure software quality and customer satisfaction. Skilled in developing test strategies, collaborating within Agile and Scrum frameworks, and providing insights to optimize workflows. Bilingual in Spanish and English, with a proven record of responsive support and process improvements, resulting in streamlined operations and elevated service standards. SKILLS
● Test Plan Development & Execution
● Defect Management & Resolution
● Manual Regression & Feature Testing
● Agile & Scrum Methodologies
● Process Improvement & Optimization
● Customer Support & Service
● Claims Processing & Resolution
● Bilingual Communication
● Quality Assurance Standards
● Cross-Functional Collaboration
PROFESSIONAL EXPERIENCE
Software Tester
WPS Health Solutions - Remote
October 2021 - PRESENT
● Develop and execute comprehensive test plans, cases, and scripts to ensure software quality across new features, bug fixes, and system integrations.
● Conduct manual regression and feature testing, verifying new functionalities meet design specifications and customer requirements.
● Identify, document, and report defects in a clear, organized manner, facilitating efficient issue resolution and continuous improvement.
● Analyze product requirements and user stories to create targeted test strategies aligned with project goals, ensuring thorough coverage.
● Participate actively in Agile and Scrum ceremonies, supporting collaborative project milestones and enhancing team communication.
● Provide usability feedback and suggest technical improvements, boosting application performance and user satisfaction.
● Document test outcomes and maintain detailed records, ensuring alignment with best practices and facilitating future reference.
Customer Service Unit Coordinator
WPS Health Solutions - Madison, WI
February 2006 - October 2021
● Identified and implemented process improvements to optimize unit efficiency, reduce bottlenecks, and elevate service quality.
● Managed staffing schedules and resources to ensure continuous support and meet customer demand for providers and beneficiaries.
● Handled complex inquiries, including high-priority congressional and government cases, in compliance with TRICARE Overseas policies.
● Delivered training in customer service skills, equipping team members to provide high-quality support and enhancing team communication.
● Oversaw claims and edits resolution, prioritizing inquiries and ensuring accurate, timely follow-ups across written, web, and phone channels.
● Provided bilingual support in Spanish and English, maintaining professional communication and conducting quality reviews to uphold service standards. Claim Processing Specialist
WPS Health Solutions - Madison, WI
September 2001 - February 2006
● Processed insurance claims accurately and in compliance with company regulations, performing quality checks to ensure completeness.
● Provided responsive customer support by addressing inquiries, complaints, and status requests with clear communication and timely follow-up.
● Maintained and updated internal databases with claim information, supporting efficient tracking and resolution.
● Collaborated with departments and adjusters to resolve complex claims, addressing and resolving discrepancies effectively.
● Identified and implemented process improvements to enhance claim processing efficiency, applying strong organizational skills.
● Built strong relationships with providers and beneficiaries through clear communication and reliable information exchange.
EDUCATION
● Associate of Science Nursing Assistance
Madison Area Technical College Madison, WI
● Associate of Science Small Business Administration Northcentral Technical College Wausau, WI
LANGUAGES
● English
● Spanish
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