Data entry, claims, and project management

ALEXIS COLEMAN

Dallas, TX

***************@*****.*** 972-***-****

Summary

Multilingual Technical Support Specialist with over 5 years of experience in providing high-quality assistance to diverse customer bases. Proficient in diagnosing and troubleshooting technical issues, with a strong focus on customer satisfaction. Adept at collaborating with cross-functional teams to resolve complex problems and improve product functionality.

Experience

IT Support & Process Optimization Analyst

iQor Verizon

Jul 2023 - Jan 2025

· Train employees on new processes, automation tools, and best practices for efficiency.

· Reviewed and audited customer communications, identifying process gaps, recurring issues, and opportunities for improvements for performance by 15%.

· Develop automation solutions using tools like Power Automate, Zapier, or SQL scripting.

· Provided feedback and coaching to agents, leveraging audit findings to improve communication skills, adherence to protocols, and resolution effectiveness by 25%.

Claims Data Analyst

iQor

Jun 2020 - Jul 2023

· Efficiently processed, reviewed, and resolved customer claims for services with an average of 100 customers, ensuring timely and accurate adjudication in compliance with company policies and regulatory guidelines by 98%.

· Conducted detailed audits of claims documentation to verify eligibility, accuracy, and completeness, minimizing errors and mitigating risks associated with fraudulent claims.

· Maintained comprehensive records of claim submissions, approvals, and denials using claims management software, contributing to the development of actionable insights for process improvement.

Project Coordinator - Data & Compliance

TTEC

Mar 2019 - Jul 2020

· Directed end-to-end project lifecycles for healthcare technology initiatives, ensuring alignment with client needs and organizational goals. Delivered projects on time and within budget by applying Agile and Waterfall methodologies.

· Collaborated with cross-functional teams, including product managers, developers, and analysts, to define project scope, timelines, and deliverables while mitigating risks and resolving roadblocks. · Conducted stakeholder engagement sessions to gather requirements, provide progress updates, and ensure satisfaction with project outcomes.

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Education

Grand Canyon University

Master of Business Administration, Business Administration and Management,

General

2019 - 2022

Operations management concentration

Licenses & Certifications

Certified Project Professional (CPM) - Google KNGSQ8J5DD8K

Skills

Live Chat Communication • Cross-Functional Collaboration• Multitasking • Problem-Solving • Conflict Resolution • Technical Troubleshooting • Time Management • Product Knowledge • Troubleshooting • Data Entry

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