Customer Care & Systems Analyst

ROCHELLE KURDELAK

**** ******** **, **** ******, CA 93063 818-***-**** **************@*****.***

Solutions-driven, accomplished and highly efficient professional with broad-based skill set and proven track record of success working within the consumer finance environment. Demonstrated expertise in analysis, system functionality, projects and leadership. Detail-oriented, reliable, and results focused professional. Proactive and hands-on team player, combined with comprehensive communication and interpersonal skills, further complement robust abilities in data interpretation, dissemination and resource direction. Vibrant and engaging team player who thrives on the success of peer performance. Actively cultivate interdepartmental and cross-functional collaborations with internal and external business units to derive superior levels of performance, customer service and financial efficiency company wide.

Business and Systems Analysis

Technology / Telephony

Six Sigma

Application Support and Design

Leadership

Project Management-SME

Call Center Functionality/Forcasting

Pharmacy Management

Anthem Blue Cross, Newbury Park, CA 2015-

Customer Care Representative I

Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.

Analyzes problems and provides information/solutions.

Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.

Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

Researches and analyzes data to address operational challenges and customer service issues.

Uses computerized systems for tracking, information gathering and troubleshooting.

Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.

Seeks, understands and responds to the needs and expectations of internal and external customers

BANK OF AMERICA, West Hills, CA 2011-2015

Collector II

Participated in multiple creations of SharePoint resource tracking to improve auditing and account status management and systems testing related around telephony and doc-it tool usage.

Minimize potential losses on delinquent loans by contacting borrowers from an inbound/outbound/manual blended strategy to work toward resolution of delinquency in accordance with department and legal guidelines.

Versed in government insured FHA/VA and VA and Conventional loan guidelines including but not limited to legal deadlines, notices, foreclosure timelines, internal and external loss mitigation options and state by state guidelines.

Analyze customer’s situation and collateral risk to present alternative solutions including review for forbearance plans, repayment plans, modifications assumptions, pre-foreclosure, short sales and deed in lieu.

(MaxAire – 2008-2010)

Countrywide Financial West Hills, CA 2001-2008

Senior Support Analyst

Analyzed/developed logical resolutions for technical and business issues by conducting root-cause analysis, and proposing/building systematic solutions through project management, auditing and implementation through delivery.

Engaged with Technology Leaders to identify and analyze change-impact from a system level, recommending solutions based on continuity and risk management by leading investigations from a company-wide perspective.

Responsible for execution of system enhancement projects from design to delivery by prioritizing fixes and enhancements via utilization of the Systems Development Life Cycle.

Facilitates and provides feedback for solutions shaping and high level requirement collection and effort estimation

Responsible for supporting projects and the project staff in a dedicated project management business unit.

AVP, Senior Technical Support - Wholesale Call Center

Reduced 82% of system issues over two years thereby enhancing user functionality and financial efficiency by ensuring that the systems underwriting decision system ran more effectively and accurately.

Partnered with key members of Business Owners and Technical Support staff to understanding company strategy, goals and how functional systems can impact end business needs and end users.

Created Countrywide’s customer satisfaction program, telephony support and quality monitoring functionality.

Managed NICE, eWFM and related government compliance from a system support perspective.

Liaison between Development and User Community to escalate and disseminate information surrounding the

companies web applications. Ability to analyze financial statements and effectively prepare written analyses

Responsible for supporting projects and the project staff in a dedicated project management business unit

WellPoint Pharmacy Management West Hills, CA

Systems Analyst

Business Analyst

Technical Support Desk

Pharmacy Tech-Prior Authorization

Pharmacy Formulary Technician

EDUCATION EXPERTISE

B.S. Public Administration – University of Southern California

Six Sigma Green Belt (pending final examination / project)

CORE COMPETENCIES

PROFESSIONAL EXPERIENCE

EDUCATION EXPERTISE

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