Customer Service Data Analyst

MAGGIE A. SIERRAS-TROTTS

*** ****** ****, *** ******, AL 35761 ********@*****.*** 938-***-****

SUMMARY

Business professional with over 10 years of experience as a trusted resource, strategic thinker, and problem solver. Demonstrated expertise in strategic planning, analytics, fiscal oversight, and stakeholder engagement. Proven ability to foster a culture that values integrity, innovation, and results.

AREAS OF EXPERTISE

● Continuous Improvement

● Project Management

● Leadership

PROFESSIONAL EXPERIENCE

Patient Services Representative

Spectraforce at AmerisourceBergen October 2023 – Present

● Delivered advanced services to patients, providers, and caregivers, including billing and coding support, claims assistance, and prior authorization tracking.

● Provided exceptional customer service to internal and external stakeholders, resolving inquiries promptly and escalating complaints appropriately.

● Monitored payer trends and reported reimbursement issues (e.g., billing/claim denials, pricing errors) to management.

● Coordinated with service providers to ensure compliance with program policies and SLAs.

● Maintained confidentiality of sensitive patient information and exercised judgment in line with SOPs.

Tax Preparer

Jackson Hewitt Tax Service January 2022 – April 2022, December 2022 – Present

● Conducted detailed interviews with clients to collect necessary information for tax preparation.

● Built rapport with clients to strengthen relationships and increase retention.

● Prepared individual tax returns using tax preparation software while addressing client questions.

Data Analyst

Blake Brothers May 2021 – August 2021

● Researched software applications to identify workflow optimization solutions and presented findings to management.

● Tracked and updated daily crew schedules using Excel and developed analytics in Power BI.

● Reconciled credit card receipts, registered HVAC equipment, and supported administrative tasks.

Tax Preparer

Liberty Tax Service November 2020 – May 2021

● Conducted interviews to gather client information for tax filings.

● Prepared individual tax returns and provided exceptional client service, addressing tax-related inquiries.

Clerk

U.S. Census Bureau February 2020 – October 2020

● Interviewed over 2,500 personnel, created and maintained employee records, and ensured compliance with employment regulations.

● Supervised daily operations, developed internal controls, and trained staff.

● Entered personnel files and training records into the Decennial Applicant Personnel and Payroll System (DAPPS).

Customer Service Associate

Aflac August 2016 – January 2017

● Generated business opportunities through networking, referrals, and social media.

● Presented tailored voluntary benefit solutions to CEOs, business owners, and HR managers.

International Student Exchange Coordinator

STS Foundation May 2014 – June 2016

● Recruited, screened, and supported volunteer host families for exchange students.

● Secured school acceptance for exchange students and ensured compliance with program guidelines.

Student Government Association Roles

University of Alabama – Huntsville August 2010 – December 2013

● Held leadership roles, including Disabilities Services Liaison, Executive Director of Events, and Annual Trip Director.

● Organized large-scale events and disability awareness programs in collaboration with Disability Support Services (DSS).

Engineering Technician

Various Contract Positions January 1991 – January 2001

● Held Level 13 clearance under the Nuclear Regulatory Commission.

● Created training materials, conducted quality evaluations, and updated technical drawings using CAD systems.

EDUCATION

Ph.D. Candidate – Psychology of Organizations

Grand Canyon University Phoenix, AZ GPA: 4.0 May 2016 Bachelor of Arts – Sociology

University of Alabama in Huntsville Huntsville, AL GPA: 3.13 May 2013

● Double Minor: Psychology and Communication Arts

Computer Technology Certification

Apollo Business and Technical School North Las Vegas, NV Valedictorian May 1987 SKILLS

Software:

● Microsoft Office Suite (Word, Excel, PowerPoint, Access, Teams)

● SAP, SIMS, DAPPS, Power BI, Tax Preparation Software, CAD Additional Skills:

● Social Media Marketing, Public Speaking, Research, ISO 9000 HONORS & AFFILIATIONS

● Member, National Society of Leadership, Presidential Level (2013–Present)

● Member, Alpha Kappa Delta, International Sociology Honor Society (2012–Present)

● Published in Crimson Tide, Indiana University of Pennsylvania (2010)

● Toastmasters International, Completed Toastmaster Level (1999) VOLUNTEER WORK

Volunteer

U.S. Space and Rocket Center Huntsville, AL July 2018 – Present

● Welcomed guests, answered questions, and facilitated tours and activities for museum visitors.

Leader

Girl Scouts of America Buckeye, AZ January 1995 – January 2007

● Mentored youth using Girl Scout curricula to support organizational goals and foster leadership.

Contact this candidate