Business Analyst Customer Service
Resume:
Carolyn James
****************@*****.***
Profile
A highly experienced professional with over 30 years in the business industry, specializing in business analysis, data analysis, reporting, and customer service. Possesses a strong ability to manage projects, analyze data, and implement process improvements. Certified in Business Analysis and PMI-ACP, with a proven track record of successful client and project SME support and project coordination.
Core Competencies
Data & Business Analysis
Developed an MS Access database to track, monitor, and analyze employee production.
Prepared regular reports and graphs for upper management using raw data to determine service effectiveness and facilitate process improvements.
Performed cost/benefit analyses of alternative solutions.
Researched and updated healthcare business requirements, checking for proper billing forms and coding, and analyzing rejection codes.
Assisted in the testing of new healthcare applications and provided feedback for use case analysis.
Project Management & Process Improvement
Utilized Agile, Waterfall, DevOps, and Kanban methodologies.
Large database implementation projects and served as a team lead and project coordinator.
Monitored project progress and met with project managers to discuss issues, resolutions, and scope changes.
Worked with IT to provide feedback and solutions for system updates.
Identified areas for process improvement and streamlining.
Authored documentation for user manuals and training materials.
Training & Customer Support
Consultant for customer service representatives regarding escalated calls from members and providers. Verify benefits/claims for high-profile health care accounts.
Trained in Fully Insured Allstate Dental Claims and Benefits and Self-Funded accounts for Claims and Benefits.
Taught beginner to advanced courses in MS Excel and MS Access.
Trained end users of new system implementation. SME on many projects.
Professional Experience
Customer Service Consultant, Aetna/CVS Caremark (February 2024 – Present)
Online IT Instructor, Self-Employed (February 2023 – February 2024)
Claims Representative, EMERGE (Homeowner Services) (October 2022 – January 2023)
Enumerator/Census Taker, US CENSUS BUREAU (August 2020 – October 2020)
Pronunciation Specialist, APPEN GLOBAL (April 2019 – June 2019)
Health System Patient Sitter, HENRY FORD HEALTH SYSTEM (November 2016 – December 2020)
Business Analyst/Programmer, CCCI (July 2014 – July 2015)
Business Analyst, ALL THINGS DATA (August 2006 – June 2014)
Business Analyst/Data Analyst, COMPUWARE CORPORATION (June 1995 – July 2006)
Education & Certifications
Business Analyst Certification Training/BABOK, Global IT (December 2022)
PMI-ACP Certification Training, Global IT (March 2023)
High School Diploma, Northwestern (1984)
Skills
MS Excel, MS Access, Visio, MS Word, MS PowerPoint
SharePoint Online, Tableau, DevOps
MS Teams, Zoom, Agile Methodologies
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